DTDC launches virtual assistant DIVA 2.0, AI-powered customer support for logistics

DTDC Express on Tuesday launched DIVA 2.0, conversational GenAI, a first-of-its-kind in the domestic logistics industry for providing customer support.

The express logistics services company said that the artificial intelligence (AI) tool is already live on the company’s mobile application MyDTDC and its website.

DIVA 2.0 comes after DIVA 1.0, which was DTDC’s virtual interactive chatbot, depicts the company’s commitment to technological advancement by offering customers intuitive tools for a seamless shipping experience. Equipped with machine learning, DIVA 2.0 learns and adapts with every interaction, resulting in a smarter and more innate experience.

Additionally, the tool provides a more human-like experience through advanced linguistic analysis, while offering real-time assistance in the chosen language, the company said. The ingenious virtual assistant makes use of GenAI's abilities to effectively address all customer queries related to shipping and delivery in 17 regional Indian languages including Hindi, Tamil, Kannada, Assamese, Odia, Manipuri, Konkani, Punjabi, and Ladakhi, DTDC Express added.

Furthermore, DIVA 2.0's enhanced AI capabilities, Natural Language Understanding (NLU), and multilingual support are designed to offer an inclusive experience for the customers, it added.

"In today's fast-paced world, businesses must adapt and remain agile in the face of relentless change. As we look to the future, Artificial Intelligence stands poised to transform our services. DIVA 2.0 aims to not only boost operational efficiency but also create deeply personalized, customer-centric experiences," said Abhishek Chakraborty, CEO at DTDC Express Ltd.

The launch of DIVA 2.0 and the integration of advanced technologies into the company’s routine operations, along with a network of over 16,000 channel partners, provide customers with effortless services across physical and digital platforms.

"By incorporating conversational GenAI available in 17 regional languages, we are creating seamless, efficient, and personalized interactions that bring us closer to our customers like never before.

"This marks a bold leap into the future of intelligent logistics, where the synergy between technology and human-centric service paves the way for new possibilities," said Arpita C Mittra, Director of Customer Experience at DTDC Express.