International parcel delivery company DPD Latvia has introduced the artificial intelligence virtual assistant Didzi and launched a self – service site myDPD for individuals.
With the introduction of additional digital tools, more efficient and efficient online customer service will be promoted, thus easing the workload of the customer service call center. 40,000 euros have been invested in the development and joint implementation of an artificial intelligence virtual assistant in the Baltic States.
“By implementing a virtual assistant and a self-service portal, we can provide more efficient customer service 24 hours a day. In addition, customers also have the opportunity to monitor the status of the execution of their shipment or change the delivery conditions, as well as receive quick answers to questions of interest. With the introduction of the virtual assistant, the customer service call center will be significantly relieved, as many issues will be resolved with the artificial intelligence virtual assistant Didzi, who can serve several customers at the same time. I am convinced that the digitization of services and artificial intelligence solutions is a significant advantage that will allow us to provide information on the delivery status and execution of shipments faster and in a more convenient way for customers, ”says Jānis Grants, Chairman of the Board of DPD Latvija.
The artificial intelligence virtual assistant Didzis, using the chat functionality, can provide customers with answers about the delivery status of the items. The virtual assistant also provides answers to current customer questions about DPD Latvija’s working hours, contact information and other frequently asked questions.
It is planned to gradually expand the functionality of the virtual assistant, providing additional opportunities – consulting and providing technical assistance in the process of creating shipments, registration and collection requests. At the same time, a call center and other online communication options are still available to customers to deal with more complex issues. Virtual assistant Didzis communicates with clients in three languages - Latvian, Lithuanian and Estonian.
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