PostNL uses Google Assistant for customer delivery updates

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Google Assistant users in the Netherlands can now get updates on their parcel deliveries from Daan, PostNL’s service assistant.

Daan responds to questions like ‘When will my parcel be delivered?’, ‘Where can I drop off my parcel?’ or ‘Where is the closest letterbox?’ via speech-based interaction. Daan can also tell customers if it is still possible to change their delivery slot.

PostNL is the first delivery service that has linked to the Dutch-speaking Google Assistant. Daan supplements the PostNL app, website and customer service department and is the company’s first step toward creating a larger platform for chatbots within its service.

Timo Snoek, product owner, chatbots, at PostNL, said, “At PostNL, the customer comes first, which is why we are tapping into the channels used by them. We naturally do so in the way that suits them best.

“Speech-based interaction offers new opportunities to reach consumers. With the Dutch-speaking Google Assistant, you’ll have access to information about your parcel and PostNL locations, even faster.

“Daan provides Track & Trace information for your shipment by linking to your PostNL account. In the coming months, Daan will develop further and will be able to answer more and more questions.”

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Kirstie joined the team in early 2017 and brings writing, communications and client experience with her. Now an assistant editor, she produces content for our magazines and websites. Away from the office, you will find her blogging on her lifestyle website or searching the internet for photos of sausage dogs.

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