Post of Serbia opens new AI-powered Contact Center in Belgrade

The Post of Serbia today opened an innovative Contact Center, supported by artificial intelligence tools, designed to enhance service quality and facilitate the continuous improvement of customer support.

During the presentation, held at the new facility within the "Belgrade" Regional Postal and Logistics Center complex in Zemun, it was noted that the modernized Contact Center would provide users with timely, accurate, and reliable information, as well as assistance in resolving their requests. This is facilitated by an AI Chatbot on the Post of Serbia's website, as well as an AI Voicebot available for the Post-Express service via the phone numbers 011 3607 607 and 0800 100 808.

It was highlighted that the Post of Serbia's Contact Center employs 30 staff members who handle an average of 45,000 calls and 3,500 written customer inquiries per month. The implementation of artificial intelligence is expected to increase efficiency, reduce wait times and improve service quality. Specifically, the system ensures that users receive quick answers to frequently asked questions and can access services without waiting for an operator. It also guides users through standard procedures, while allowing for redirection to a human operator when dealing with new or complex requests.

Post of Serbia Acting Director Zoran Andjelkovic stated that the company kept pace with global technological developments and did not lag behind the world's major postal systems, adding that every technological advancement should be leveraged to improve business operations.

Andjelkovic noted that the Post of Serbia had launched a project to introduce artificial intelligence (AI) in order to handle an increased volume of customer inquiries. He explained that during periods of peak activity a year or two before, the Contact Center had received as many as 5,000 calls per hour, a volume that the staff of approximately 30 employees had struggled to manage. He clarified that AI would enable a much larger number of users to quickly obtain information regarding standard procedures, such as the location of a package or its scheduled delivery time, while non-standard or novel requests would be routed to human operators for further assistance.

Andjelkovic mentions that the AI system currently implemented at the Post of Serbia is still in the data-learning phase. It will undergo continuous improvement, and he expects it to be fully capable of independently providing accurate information to users within about a year.

He also noted that the Post of Serbia would operate a fleet of over 400 electric delivery vehicles. Consequently, the use of renewable energy sources has become a priority. For instance, solar panels installed at the postal center in Nis are expected to generate energy savings of approximately 50 percent.

He also announced the imminent installation of solar panels on the building of the "Belgrade" Regional Postal and Logistics Center in Zemun. Once installed, nearly 100 percent of the electricity required for the center's operations, including the charging of electric vehicles, will be sourced from this system. Boris Bratina, Minister of Information and Telecommunications in a caretaker capacity, stated that the opening of the modernized Contact Center for the Post of Serbia represented a significant step in the company's digital transformation, as well as in the implementation of the Postal Services Development Program for the 2026–2030 period.

– This center is not merely a modern space equipped with new technology. It is a crucial step toward faster, more efficient and higher-quality communication, aligned with the needs of contemporary society and the expanding e-commerce sector – he said. He noted that both citizens and the business community would benefit from this center through easier access to information, greater transparency and more efficient customer support.

Mihailo Jovanovic, Director of the Office for IT and eGovernment, emphasized that the Post of Serbia had always been a leader in the introduction of new technologies.

– Today, the Post of Serbia is taking a major step forward in the application of artificial intelligence. One initiative is the AI Chatbot, a digital assistant on the Post of Serbia's website that allows users to easily obtain information about services, while the other is an AI Voicebot, which assists in the operations of the Contact Center – said Jovanovic.

He also announced that a third supercomputer was expected to be delivered to Serbia from France by the end of the year, which would facilitate the application of artificial intelligence across many sectors.

He added that work was simultaneously underway on developing a Serbian language model, which would enable artificial intelligence to understand the Serbian language.

– The idea is to build sovereign digitalization and sovereign artificial intelligence in this way, so that we do not rely on foreign solutions, but rather possess domestic solutions that we can offer to public enterprises and anyone else who wishes to use them – said Jovanovic.

JP Pošta Srbije Beograd

Ministarstvo informisanja i telekomunikacija Republike Srbije

Kancelarija za informacione tehnologije i elektronsku upravu Beograd

innovative Contact Center of Post of Serbia

Belgrade Regional Postal and Logistics Center in Zemun

Mihailo Jovanović

Boris Bratina

Zoran Anđelković

artificial intelligence

Al Chat Bot Post of Serbia

AI VoiceBot Post Express service

electric delivery vehicles

solar panels