DP World Santos adopts artificial intelligence in customer service

DP World Santos adopts artificial intelligence in customer service

Date: 05/04/2021

The new virtual assistant, named Isa, will offer faster answers and speed up the service for about three thousand customers


DP World Santos, one of the largest and most modern private multi-purpose terminals in the country, installed on the left bank of the Port of Santos, announced in April the launching of the virtual assistant Isa to clarify doubts and to provide previous assistance to the terminal’s customers.

The new channel is a chatbot, which through artificial intelligence identifies the needs of customers to respond instantly on issues of less complexity and prioritize human service for issues that require direct support from the customer service team of DP World Santos.

The name Isa, chosen for the virtual assistant, is of Hebrew origin and represents the junction of three words: Customer Service Intelligence.

The Covid-19 pandemic was responsible for profound changes in the behavior of global society. Among them, people started to use more digital service channels and became more demanding in relation to the waiting time to be served. By adopting IBM Watson’s artificial intelligence platform, the company bet on faster, more accessible and objective communication, to provide a positive customer experience.

Daniel Braz, Customer Service Manager at DP World Santos, highlights that the use of new technologies is fundamental to add value in the Brazilian logistics chain. “Our company has a strong DNA in innovation, so we seek solutions that contribute to facilitate the logistics of our customers,” he says.

The service via virtual assistant is already available and will help more than three thousand customers of DP World Santos. Scheduling delivery or removal of containers, activation of registration and questions about operational procedures are the most common demands that arrive to the company in the customer service channels. 

To use the virtual assistant, access the DP World Online Portal  (http://www.dpworldsantos.com/servicos/dp-world-santos-online/), on the DP World Santos website.

Customers can also contact DP World Santos through the service channels via telephone 0800 779 1000 and by email: [email protected].

DP World Santos intends, still this year, to extend the service via WhatsApp channel, which will make communication even more efficient.

About DP World Santos

DP World Santos is the company responsible for operating one of the largest and most modern multi-purpose, private terminals in Brazil, sited on the left bank of the Port of Santos (SP). With investments of R$ 2.3 billion, it provides more than 1,200 direct and 2,000 indirect jobs.

Based in a strategic area with access by sea, road and rail, the company has 1,100 meters of docks and a total area of 845,000 m2 and an annual handling capacity of 1.2 million TEUs (unit equivalent to a 20-foot container) and 3.6 million tons of cellulose.