Delhivery Limited Introduces AI Support Tool Delhivery One SmartAssist

Delhivery Limited announced the launch of Delhivery One SmartAssist. This AI-driven smart agent is designed to automate Level 1 support, allowing Small Businesses to resolve operational queries and execute critical shipment actions in real-time through a unified ‘Conversation-to-Action’ workflow. Delhivery One SmartAssist is integrated directly into the Delhivery One platform, the tool removes the friction of manual ticketing by allowing users to manage shipments, analyze performance, and update account details through a single chat interface.

 

Unlike traditional FAQ-based bots, Delhivery One SmartAssist functions as an active agent capable of performing system-level updates. The core capabilities of SmartAssist span the entire shipment lifecycle, from order inception to financial settlement and account management. The agent provides support with advanced analytics, interactive feature tours, and seamless account-level configurations, such as updating bank account details and GSTIN records without manual intervention. Beyond these, the agent enables Universal Search, allowing clients to find AWBs, Pickup Requests (PURs), or LRs (Lorry Receipts) across B2C, PTL (Part Than Truckload), and Cross-border accounts in one place without switching tabs. The assistant also introduces deep analytical capabilities, allowing clients to access their RTO percentage, break down return trends by state, and track COD remittance status, including expected dates and Transaction Reference numbers, all within seconds.

 

For issues requiring deeper investigation, Delhivery One SmartAssist maintains a seamless connection to Delhivery’s Customer support team along with a support ticket which provides a full summary and the complete operational context. This ensures that human agents have all the necessary information for rapid and informed resolution.

 

“Small Businesses need high quality support at their finger-tips. With SmartAssist, we are able to do so at scale. The tool leverages LLM to provide real-time assistance for a large section of queries which can be addressed instantly with the right contextual information.” said Nikhil Vij, Senior Vice President, Head of Product at Delhivery.

 

The SmartAssist chatbot supports 12+ languages, including English, Hindi, Bengali, Gujarati, Kannada, Malayalam, Marathi, Telugu, Tamil, Punjabi, Urdu, Arabic and Nepali, ensuring accessibility across Delhivery’s diverse pan-India client base. This launch further solidifies Delhivery’s position as a technology-led leader in AI solutions that address the unique challenges faced by Indian customers.