Case Study: DPD UK achieves faster customer responses and resolves over 32% of queries with Google Cloud Platform's Dialogflow

DPD UK Responding to customer queries faster with Dialogflow

DPD UK, a leading parcel carrier delivering over one million packages daily, faced a surge in customer contacts through its YourDPD app (3 million users) — about 4,000 interactions a week — that forced chat support staffing to grow rapidly. Many enquiries were simple (up to 70%), so the company needed a way to scale support, speed responses, and reduce pressure on advisors without degrading the customer experience.

DPD UK built a rich, text‑based conversational experience with Dialogflow, using anonymized transcripts to create intent‑based flows, Small Talk, analytics, and multi‑channel integrations (including Translation API and plans for Firebase). The chatbot now handles more than 32% of customer queries, improving response speed, lowering support load, and positioning the team to push resolution rates higher and extend learning across channels.

DPD

Max Glaisher

Product Innovation Manager