Case Study: Deutsche Post DHL Group improves customer experience with BearingPoint's AI chatbot

Deutsche Post DHL Group improves customer support with BearingPoint for 24/7 service across 5.2m parcels a day

The customer, Deutsche Post DHL Group, faced a challenge in scaling its 24/7 omnichannel customer care to handle millions of daily parcels and letters. To ensure prompt responses, they sought a state-of-the-art chatbot solution, which led them to partner with vendor BearingPoint.

BearingPoint assembled a mixed team and used Salesforce Service Cloud and Einstein AI to develop an intelligent chatbot named 'Marie'. The solution automated low-complexity requests and efficiently collected data for agent escalation, significantly improving customer experience and making the request handling process more efficient for service agents.

Deutsche Post DHL Group