Everyone who works in the parcel business or in e-commerce knows that the run-up to Christmas is one of the most intense periods. Online orders increase massively with Singles’ Day, Black Friday, Cyber Week and Christmas, which poses a continuous series of challenges for us.
Today, we examine the following questions:
What do we expect from AI?
How does AI already support us on a daily basis?
Where can AI help us improve quality and increase efficiency?
We spoke to Josh, our Innovation Projects Specialist, and he sheds some light on the subject:
Josh says: ‘AI is actually nothing new and has been in use for ages. For example, in recommendation systems that we are familiar with from Spotify or Netflix. But ever since the hype around generative AI, many companies have faced the challenge of how these technologies might be used to add value to the business. At DPD, we follow an AI-first approach. This means that we want to use AI as the first point of contact in all areas of the company. On the one hand, we want to automate where it makes sense and, where we cannot automate, to empower employees so that their jobs can be completed more easily and efficiently. AI is often expected to work flawlessly, but that’s not the case. AI makes mistakes too. The good thing is that, ideally, AI doesn’t make the same mistake again when you train it.’
This blog post is about Typewise, an AI writing assistant that helps our customer service and sales staff answer written enquiries. As the volume of parcels increases, so does the number of people contacting customer services, and we are even better equipped with this AI solution.
With the following comprehensive written communication functions, our customer service and sales staff can work more efficiently at a higher level of quality. Typewise is fully integrated into our CRM as a plug-in and trains on over 100,000 personal emails to our customers:
Grammar corrections are displayed
Spelling corrections and suggestions are made visible
Predictions (text predictions according to DPD guidelines) are suggested
Snippets (text modules from the knowledge base) can be inserted with a simple keyboard shortcut
Translation function available in FR, IT and EN
Message optimiser (messages are optimised at the touch of a button according to DPD communication guidelines)
There is a fine line between automation and individuality: some emails have to be handled manually and customers expect personalised responses instead of standard templates.
By using Typewise, our employees can:
Save time and develop their skills
As writing personalised answers is very strenuous and time-consuming for employees, Typewise can make their lives easier and they can still write personalised answers.
Maintain and ensure a consistent tone
It is always beneficial for companies to maintain a uniform line of communication. With the support of the message optimiser, predictions and snippets, employees’ lives are made much easier and the guidelines are taken into account.
Employee acceptance is a must-have
Insufficient text suggestions can impair employee acceptance. To prevent this from happening, we have integrated employees into the process and let them participate in it.
‘The spell checker is very helpful for fast typing and I wouldn’t want to miss out on the new translation feature!’
Jose V., CX Specialist & Power User (currently different role)
‘Typewise can save a lot of time. The tool is very intuitive and allows me to handle my cases neatly, quickly and professionally.’
Giusi C. , CX Specialist & Power User (currently different role)
Soon there will be more to read about AI at DPD, then we will report on our new chat and voicebot with examples and insights.
About Typewise:
Typewise is a generative AI company dedicated to making everyday life easier by deciphering human thoughts. We develop text prediction software that increases the productivity of companies.
https://www.typewise.app/customer-stories/increase-productivity-with-ai-text-prediction
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