23. November 2020 | Press release
DPD Portugal launches the 1st customer service chatbot
Lisbon, 23 November 2020 - Being the first delivery company in Portugal to implement a chatbot to answer the questions inherent to the parcel delivery, DPD has just introduced Maria, the reinforcement of the customer service team.
"Can we help?". This is how the most recent DPD Portugal customer service assistant, Maria, asks customers who are going to receive parcels from the operator if they have any questions.
Programmed through a robot factory platform developed by DPDgroup, Maria has learned in recent months to answer questions such as "where is my parcel", "when will I receive my parcel" or "I would like to change the date or delivery address of my parcel".
This chatbot is part of the measures that DPD has implemented to cope with the peak season in November and December, which is expected to be the largest ever.
“We are very proud of Maria! She responds precisely and always with a smile to the questions of who will receive parcels from DPD, and is not afraid of the added work that awaits her in the coming weeks”, says Carlos Pereira, DPD Portugal's Director of Sales and Customer service.
Being available to answer 24 hours a day, seven days a week, in the first 4 days that Maria was at the service, her results have already been well known: close to 5,200 customers had their questions or requests on parcels immediately answered.
Welcome to DPD, Maria!
About DPD Portugal
DPD Portugal, a leader in the domestic express transport market, has 14 hubs (Vila Real, Porto, Maia, Guarda, Viseu, Coimbra, Leiria, Torres Novas, Póvoa de Santa Iria, Lisbon, Corroios, Évora, Faro and Funchal) and a fleet of more than 600 distribution vehicles. It employs 1,200 employees.