Better pre-delivery information from customers leading to more successful first-time deliveries and installations

Too many installation appointments for major appliances failed due to missing customer information

A key DHL retail client was using expensive front-line contact center resources to manually telephone customers about their upcoming major appliance delivery and installation. They were conducting manual surveys by phone in an attempt to glean additional information to manage expectations around the installation process, such as building access requirements, cooker hot-zone specifications and health and safety compliance.

Automatically identifying customers who would benefit from speaking to an agent

DHL understood that proactive conversations were the right thing to do for their customers but needed an alternative digital solution using conversational AI to transform the customer experience and reduce costs for their key retail client.

The aim was to replace the existing cumbersome, manual, low value-add process that achieved poor engagement rates with automated and engaging surveys through conversational AI. This would free agents to deliver true value-add service to customers identified as requiring additional support during an automated conversation. 

A more efficient operation with improved customer and employee experience

• Improved customer and employee experience
• 49% reduction in call center agent demand
• >82% customer engagement rate
• 98.6% of customers who start a survey complete