Jacada’s intelligent self-service solution combines AI, NLU, and RPA technologies to provide automated conversational services. Its advanced dialog management capabilities, library of pre-built intents, robust analytics platform, and flexible hosting options position it well for success in the future as the adoption of IVA solution accelerates.

Skand Bhargava, Practice Director

Everest Group logo gray

About the Client

DHL is a global market leader in the logistics industry servicing international courier, parcel, and express mail.

DHL eCommerce provides international and domestic standard parcel delivery for business customers and online businesses. Inspired by innovation and committed to service excellence, DHL formulated a digital adoption initiative to support the growth of their eCommerce business without growing their contact centers.

Our Approach

Jacada partnered with DHL to deliver personalized self-service for customers who sought additional details while tracking their package. Some customers call in to ask questions while others write emails. Some call in first while many track the package online first.

In the spirit of multiexperience, Jacada recommended that DHL deploy a highly personalized intelligent virtual agent to answer package tracking questions on both web and phone channels.

With Conversational AI powered by Google Dialogflow, the intelligent virtual agent was built using Jacada’s low code automation platform, Jacada Interact to rapidly deploy enhanced self-service capabilities before the holiday season in a 5-week period.

Customers engage the virtual agent on the website as well as from the IVR, enabling greater reach and adoption of the self-service capability. Contact center representatives receive complete context of the self-service interaction so that calls and emails that follow reduce customer effort as well as agent effort leading to additional contact center efficiencies.

dhl approach
dhl results


  • DHL was able to lower email inquiries coming into the contact center with a reduction of 77%
  • The need for customers to call the contact center for assistance was reduced, measured by a reduction in call volume of 41%
  • From design to implementation, the solution only took 5 weeks to deploy

What's Next

The initial implementation saw a drastic decrease in customer contacts in the very first week! The solution continues to hold strong in delivering effective self-service for their customers while creating capacity for their agents. The client has enhanced the virtual agent by adding support for additional intents, languages from the comfort of the no-code designer provided by Jacada and Google.

According to McKinsey & Company, eCommerce has seen 10 years’ worth of growth in just 3 months during the pandemic. While the DHL eCommerce business and package tracking interaction volume have grown drastically, thanks to our personalized intelligent virtual agent, customers are able to benefit from effortless self-service; the contact center operation goes on without skipping a beat, meeting the business needs without having to grow in proportion.


Featured Bots

Automation for Employees

Request a Demo

Talk to an Expert