Chronopost wins Gold CX Award for AI-driven service

Gold award recognises faster, smarter customer service 

Chronopost achieves 40 per cent faster response times and resolves 85 per cent of simple requests end to end with its autonomous agent, Léonard. This performance has earned a Gold CX Award in the Innovation category, presented on 9 June 2026 and recognising solutions that deliver measurable value for customer experience.  

The agent handles high volumes of routine enquiries such as parcel tracking and delivery times, which represent 40 per cent of incoming contacts. It provides immediate answers and initiates actions directly within operational systems, while customer advisors focus on complex cases. As Benoît Frette, President of Chronopost, explains: “The technology allows us to place people back at the centre by freeing our advisors from repetitive requests.” This approach improves speed, reduces costs for shippers and enhances overall satisfaction. 

The initiative builds on strong internal expertise through Chronopost’s Robot Factory, which supports full control of technology and data. The rollout will extend across all services from July 2026, strengthening service consistency and efficiency across the network.