Can Artificial Intelligence Become Your Colleague? Pošta Slovenije Says: Yes!

Have you ever imagined discussing a lost package with artificial intelligence that understands Slovenian language? Pošta Slovenije has taken the first step into the future. The first speaking AI assistant, Pia, now answers the most common customer questions and allows employees to focus on more complex cases. »We have become pioneers – the first Slovenian-speaking AI assistant is already working among us,« proudly says Vanja Belec, Head of the Customer Support Department.

Customer Communication Is Crucial

Pošta Slovenije, one of the largest logistics systems in the country, has made a significant step in the digital era. With the help of artificial intelligence, they have completely revamped the way they communicate with customers and laid the foundation for modernizing their contact center. »Our goals were clear: efficiency, responsiveness, and accessibility. The customer needs help when they need it, not three days later,« explains the Head of the Customer Support Department.

The project was not only a technological challenge but also an organizational achievement. From over 1,300 daily calls and thousands of emails, they moved to a unified platform where AI helps allocate work, answer recurring questions, and gives human colleagues time to handle more complex cases.

Pia: The First Slovenian Voice AI Assistant

Today, Pošta Slovenije’s contact center operates not only with human agents but also with Pia – the postal interactive assistant. Pia understands Slovenian, and not only that – she allows natural conversation in 12 Slovenian dialects – and can respond to users across multiple communication channels, from email to phone calls.

»Pia is not just a virtual assistant, she’s part of the team,« explains Niko Šneberger, Head of AI and Services at Loop AI: »She helps sort conversations, route questions to the right people, and prepare draft responses that human agents then refine.«

She is especially useful for standard, repetitive questions, such as the location of a package, shipping costs, estimated delivery time, and similar inquiries. The result? Faster response times, fewer duplicate emails, and a more consistent style of replies.

Local Team for Local Context

One of the biggest challenges in her development was adapting to the Slovenian language and its dialects. Pošta Slovenije therefore decided to collaborate with local partners, Smartis and Loop AI, rather than a global provider: »Slovenia is small, but its language and dialects are complex. We needed a partner who understands the local context,« Pošta Slovenije explains.