DTDC Express has launched DIVA 2.0, a conversational GenAI platform, bringing intelligent customer support to the Indian logistics industry. This upgrade from DIVA 1.0, DTDC’s interactive virtual chatbot, reinforces the company’s commitment to digital innovation and empowers customers with intuitive tools for a streamlined shipping experience. DIVA 2.0 is now accessible on the MyDTDC app and the DTDC website.
DIVA 2.0 uses GenAI to address customer shipping and delivery queries in 17 Indian languages (including Hindi, Tamil, Kannada, Assamese, Odia, Manipuri, Konkani, Punjabi, and Ladakhi), leveraging enhanced AI and NLU for an inclusive experience.
Equipped with machine learning, it learns and adapts with every interaction thus delivering a smarter, more innate experience. Moreover, through advanced linguistic analysis, DIVA 2.0 provides a more human-like experience while offering real-time assistance in the chosen language.
“DTDC’s continued efforts and focus on innovation propels us to embrace cutting-edge technologies in our infrastructure,” said Abhishek Chakraborty, CEO, of DTDC Express Ltd. “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.” This new development underscores DTDC’s commitment to staying at the forefront of the logistics sector.
“As leaders in the logistics industry, DTDC is revolutionizing the customer experience through innovative solutions,” commented Arpita C. Mittra, Director – Customer Experience. “With the launch of DIVA 2.0, we are not just enhancing our support; we are establishing new benchmarks for service excellence. By incorporating cutting-edge 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.”
With the launch of DIVA 2.0, DTDC continues to set new benchmarks as a “phygital” leader in the logistics industry. Leveraging its vast network of over 16,000 channel partners and integrating advanced technologies into its operations, DTDC strengthens its ability to offer customers a seamless service experience across both physical and digital platforms.
