DHL Paket

In an elaborate decision-making process, DHL Paket decided to introduce a dialog system for Track & Trace. A bid tendering process conducted throughout Europe ultimately resulted in the selection of SemanticEdge.

The customer was to decide whether to introduce the system following an initial pilot phase. In more than 20 questions, the system received a rating of ”Excellent“ from 500 callers and was subsequently introduced.

After two years in live operation, the number of users has doubled. The T&T system can be reached both via the central DHL entry portal and a separate telephone number, and it currently processes up to 30,000 calls a day.

In 2006, the application won the VOICE Award for the Best Enterprise Solution.

DHL Track&Trace

System Highlights

  • Up to 33,000 Calls Each Day
  • Intelligent Speech Generation: Some 75 different shipment stations for Deutsche Post and DHL Paket statements are made via the intelligent output generation components of the dialog platform based on the Track∓Trace data.
  • Natural language dialog statements with speech synthesis
  • Transmission of delivery status via SMS and fax
  • Maximum automation