Press release
Alexa tells you when your parcel will arrive:
DPD launches parcel service assistant for
Amazon Echo
• Alexa informs consignees about the day and 60-minute time window in which their
parcel will arrive, the remaining stops the parcel courier still has to make, and
where they can find their nearest parcel shop
• Further voice-based commands such as price enquiries are in preparation
• Chatbots and more: DPD applies a multichannel strategy in customer service and
the customer experience
Aschaffenburg, 2 May 2017 – DPD is the first parcel service provider in Germany to
offer its own application for the cloud-based Alexa system on Amazon Echo and
Amazon Dot. On request Alexa provides consignees with detailed information about
the parcels they are currently expecting. For example, Alexa informs them about the
day of delivery for the individual parcel and the 60-minute time window during which
it will arrive. The intelligent personal assistant also provides information about how
many stops the parcel courier still has to make before reaching the consignee's front
door. Support in finding local parcel shops is also already available.
"Intelligent systems for voice control provide an extremely simple possibility for organising
our everyday activities", explains Michael Knaupe, Director Customer Experience &
Communications. "Amazon's Alexa is an ideal opportunity for DPD of enhancing the
customer experience in parcel shipping even further, and extending DPD's market
leadership in terms of digital innovations."
Alexa users can now obtain the voice-activated parcel application free of charge from
Amazon's Alexa Skills Store. Such a voice command could, for example, be: "Alexa, ask
DPD: where is my parcel?" Alexa's answer could then be: "The status of your parcel is: out
for delivery. It will arrive today between 16:26 and 17:26". In the course of the delivery this
predicted time window even runs down to 30 minutes. In order to enable consignees to
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identify specific parcels the DPD Skill is linked with the Parcel Navigator, DPD's online
platform for the management of parcels. In order to use the full functionalities of the
application users have to be registered with the Parcel Navigator and signed in. As an initial
step registration via Facebook is necessary, and further login possibilities will be activated
in the near future.
In addition Alexa answers questions such as "Where is the nearest parcel shop?", "What
does parcel shipping cost with DPD?" or "How long does it take to deliver a parcel?" The
features of the DPD Skill are to be extended continuously in future. There are plans, for
example, for providing an authorisation to deposit ("Tell DPD that my parcel is to be left in
the garage") or postponing the delivery day with a voice command.
Artificial intelligence: chatbots support parcel shipping
In addition to Alexa, DPD also intends to use other forms of artificial intelligence and voice
recognition in future. For example DPD is working on using chatbots for obtaining
information about parcels. Typical enquiries such as the delivery time for a parcel or the
use of flexible options for the redirection of parcels could be implemented with automated
text messages. In addition to a chat on the DPD website, possible options are links with the
Facebook Messenger or the integration of DPD chatbots directly on the websites of ecommerce retailers. "We aim to be as accessible as possible to shippers and consignees",
states Michael Knaupe. "With regard to the customer experience we operate a multichannel
strategy, and wherever possible intend to be available on all channels which are important
in people's everyday lives. In future innovations such as chatbots will play an important role
in this, without of course replacing existing contact channels."
Digital parcel management across all touchpoints
On all mobile devices DPD offers customers and consignees a wide range of possibilities
for the management and tracking of parcels. For example, the DPD app for Android and
iOS is available not only for smartphones and tablets but also the Apple Watch. Proactive
push messages provide continuous information about parcel status. On the day of delivery
consignees can track their parcel on DPD's online map-based Live-Tracking function as it
comes closer and closer to their front door. Thanks to a delivery forecast which is precise to
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the last 60 minutes consignees know exactly when their parcel will arrive. A range of
flexible options enable the parcel to be redirected at any time - even during the delivery
process. This all-round digitalised parcel management using the DPD app has already
been awarded numerous prizes, including the eco Internet Award, the German Prize for
Online Communication and the UX Design Award. DPD is working on expanding its digital
innovation leadership on the parcels market with regular new features such as digital
tipping of parcel couriers, service ratings and its latest innovation, the 'Return' button. In
customer service, too, DPD is currently already using the full spectrum of digital channels
corresponding to the requirements and lifestyles of parcel consignees – from
communication on Facebook and Twitter right across to online chat with a contact partner
in the company's Customer Service.
Image: Alexa helps consignees to manage their parcel deliveries: "The status of your
parcel is: "Out for delivery. It will arrive between 16:26 and 17:26 today". (Source: Amazon)
Image available in print quality at https://www.dpd.com/de/Home/Ueber-DPD/PresseCenter/Pressemitteilungen.
Two demo videos are available here:
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Press release

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Parcel information
Pickup parcelshop search
Über DPD
DPD Deutschland gehört zur internationalen DPDgroup, Europas zweitgrößtem
Paketdienst-Netzwerk. DPD hat deutschlandweit 77 Depots und 6.000 Pickup Paketshops.
8.000 Mitarbeiter und 10.000 Zusteller sind täglich für die Kunden im Einsatz. Im Jahr
transportiert die Nummer 2 im deutschen Paketmarkt rund 350 Millionen Pakete – und das
vollständig klimaneutral, ohne Mehrkosten für die Kunden.
Mit innovativen Technologien sowie einer konsequenten Orientierung an den Bedürfnissen
und Lebensumständen aller Kunden und Empfänger bietet DPD einen einfachen,
bequemen und flexiblen Service beim B2B- und B2C-Paketversand. Ein Beispiel dafür ist
der branchenweit einzigartige Service Predict mit einem kartengestützten Live-Tracking,
vielfältigen Optionen zur Umleitung eines Pakets und einer auf eine Stunde genauen
Zustellprognose. Die digitalen Innovationen von DPD erhielten bereits zahlreiche
Auszeichnungen wie etwa den Digital Transformation Award, den eco Internet Award, den
Deutschen Preis für Onlinekommunikation oder den UX Design Award.
Die DPDgroup versendet in 230 Länder weltweit und verfügt über ein einheitliches
Netzwerk von 28.000 Pickup Paketshops in Europa mit harmonisierten Services auch beim
grenzüberschreitenden Versand. Europaweit sorgen 30.000 Mitarbeiter dafür, dass täglich
mehr als 4 Millionen Pakete für die Kunden zugestellt werden. Muttergesellschaft von DPD
ist GeoPost, eine hundertprozentige Tochtergesellschaft der französischen Groupe La
Poste. GeoPost verzeichnete im Jahr 2016 einen konsolidierten Jahresumsatz von 6,2
Milliarden Euro.
Pressekontakt
DPD Deutschland GmbH
Peter Rey
PR-Referent
Wailandtstraße 1
63741 Aschaffenburg
Tel.: 06021 492-7066
[email protected]
Aktuelle Nachrichten und Hintergrundinformationen:
Folgen Sie uns auf Twitter @dpd_de_News
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