On June 13, the DHL Parcel Customer Service Department launched an Automatic Speech Recognition (ASR) system.
ASR is a self-service voice information portal based on a speech recognition system, followed by text-to-speech conversion. Modern technology allows for the recognition of the human voice and its subsequent transformation into a readable message delivered to the software. Thanks to this, customers can quickly check the status of their shipment by providing only the waybill number, without the need to connect to a hotline consultant.
– ASR will certainly contribute to improving the efficiency of Customer Service by allowing customers to check the status of their parcel without having to wait in a queue to speak with a consultant, which will be particularly important during periods of increased demand for courier services, e.g., before Christmas. Furthermore, we will enable our customers to check the status of their shipment around the clock, not only as before via information on the website, but now also through the automated system at our call center. Anyone, at any time of the day or night, will be able to check the status of their parcel even after customer service office hours – assures Malwina Głowacka, Customer Service Director at DHL Parcel Poland.
– The Łódź customer service department handles telephone and email inquiries from all over Poland. Checking the shipment status via the automatic speech recognition system is the first step aimed at accelerating and facilitating customer contact with the service department. Subsequent steps will include processes such as placing an order or calculating the cost of sending a parcel – says Elżbieta Mytych, Sales and Customer Service Director at DHL Parcel Poland.
The provider of the ASR system is Pirios S.A., which has extensive experience in the Call Center industry, supported by positive recommendations from companies such as: Meritum Bank, FM Bank, the Ministry of Finance, Tauron, and PZU. The company also provided the telephone system that handles the largest emergency line in Poland – 991.