DHL Global Forwarding adds chatbot to customer portal
16 / 05 / 2024
Source: DHL Global Forwarding
DHL Global Forwarding has added a chatbot to its myDHLi customer portal as one of a number of upgrades aimed at helping customers “navigate challenges in their logistics”.
The forwarding giant said that the virtual assistant can, for example, provide information on shipment statuses, find contact details and offer support on various topics.
The chatbot is powered by generative artificial intelligence, DHL explained.
“In a remarkably short period, GenAI has showcased its potential for streamlining work processes and tasks with impressive results,” DHL said. “Recognising the importance of usability, the new myDHLi Virtual Assistant powered by advanced artificial intelligence technology enhances the user experience by providing faster access to information through a 24/7 chatbot.”
Elsewhere, the platform also boasts a new customer support centre to provide direct assistance and guidance.
And the tracking feature has undergone a re-design to present all shipment information, including house bill, status, exceptions, timestamps and locations, on a single screen.
“This eliminates the need for scrolling and enhances accessibility,” DHL said. “Additionally, the new version allows users to conveniently filter information while using the portal on their mobile devices.”
DHL has also incorporated additional details, such as visibility of customs declarations, into the shipment details section.
MyDHLi Track will also allow users to filter shipments by “exceptions” for faster identification of unforeseen changes.
Additionally, the myDHLi Reports feature was enhanced so reports can be configured, filtered and scheduled as required – for example focusing only on “exceptions”.
On sustainability, customers using myDHLi Quote + Book can choose the GoGreen Plus service, which offers sustainable fuels, while other additions make it easier for users to track their carbon reduction activities.
“These enhancements are aimed at providing customers with greater visibility, control, and efficiency in their logistics operations,” the forwarder said in a press release.
DHL Global Forwarding chief executive Tim Scharwath said: “The integration of GenAI into myDHLi allows us to further enhance their logistics experience, offering innovative solutions that drive usability, resilience, and sustainability.”
