Case Study: DHL Parcel Benelux improves customer service with CM.com Conversational AI Cloud

DHL Parcel Benelux launches chatbot in 2019 with CM.com to speed customer service

DHL Parcel Benelux, a division of the global logistics leader Deutsche Post DHL Group, sought to improve customer service communication for both consumers and business clients. They needed to handle high volumes of inquiries faster through digital channels while maintaining quality. To address this, they partnered with vendor CM.com and implemented their Conversational AI Cloud platform, starting with a chatbot named Tracy.

The solution involved CM.com providing an agile, integrated chatbot that could access DHL's core systems for real-time, context-aware answers, such as providing different package updates based on the time of day. The vendor's platform allowed DHL to start small, quickly scale, and maintain control over the bot's intelligence. This resulted in high adoption of the chatbot alongside traditional channels, efficient handling of simple questions, and a foundation for expanding to multiple languages and channels with seamless handover to human agents for more complex issues.

DHL Parcel Benelux