DTDC Revolutionizes Customer Experience with DIVA 2.0
DTDC Express Ltd., India’s leading express logistics service provider, introduces DIVA 2.0 – the first-ever Conversational GenAI in the Indian logistics industry to provide intelligent customer support. This upgrade to the interactive virtual chatbot, DIVA 1.0, marks DTDC’s commitment to digital innovation, thus empowering customers with intuitive tools for a streamlined shipping experience. DIVA 2.0 is now live on MyDTDC app and DTDC website.
The ingenious virtual assistant harnesses GenAI’s abilities to effectively address customers’ shipping and delivery-related queries in 17 regional Indian languages, including Hindi, Tamil, Kannada, Assamese, Odia, Manipuri, Konkani, Punjabi, and Ladakhi. DIVA 2.0’s enhanced AI capabilities, Natural Language Understanding (NLU), and multilingual support are designed to offer an inclusive experience for users.
Equipped with machine learning, it learns and adapts with every interaction thus delivering a smarter, more innate experience. Moreover, through advanced linguistic analysis, DIVA 2.0 provides a more human-like experience while offering real-time assistance in the chosen language.
Speaking on this new development Mr. Abhishek Chakraborty, CEO, DTDC Express Ltd. said, “DTDC’s continued efforts and focus on innovation propels us to embrace cutting-edge technologies in our infrastructure. In today’s fast-paced world, businesses must adapt and remain agile in the face of relentless change. As we look to the future, Artificial Intelligence stands poised to transform our services. DIVA 2.0 aims to not only boost operational efficiency but also create deeply personalized, customer-centric experiences.”
Arpita C. Mittra, Director – Customer Experience, commented, “As leaders in the logistics industry, DTDC is revolutionizing the customer experience through innovative solutions. With the launch of DIVA 2.0, we are not just enhancing our support; we are establishing new benchmarks for service excellence. By incorporating cutting-edge conversational GenAI available in 17 regional languages, we are creating seamless, efficient, and personalized interactions that bring us closer to our customers like never before. This marks a bold leap into the future of intelligent logistics, where the synergy between technology and human-centric service paves the way for new possibilities.”
With the launch of its latest innovation DIVA 2.0, DTDC continues to set new benchmarks as a ’phygital’ leader in the logistics industry. Through its vast network of over 16,000 channel partners and the integration of advanced technologies into its daily operations, it strengthens its competence, offering customers an effortless service across both physical and digital platforms.