The DIVA Logistics Agent, Powered by Amazon Bedrock

Generative AI inference deployment supporting coverage of Generative AI inference deployment

See how DTDC and ShellKode leveraged the power of Amazon Bedrock to revolutionize their logistics operations with DIVA 2.0.

The DTDC Express Limited is a leading Indian integrated express logistics provider, boasting the largest network of customer access points in the country. They handle over 400,000 customer queries monthly – tracking requests, serviceability checks, and shipping rates – presenting significant operational challenges with their existing rigid, guided workflow for DIVA.

The original DIVA agent operated on a fixed script, leading to increased customer support burden, longer resolution times, and ultimately, a subpar customer experience. DTDC sought a more intelligent assistant capable of understanding context, managing complex queries, and boosting efficiency while minimizing human intervention. This led them to partner with ShellKode to enhance DIVA using Amazon Bedrock’s generative AI capabilities.

Inside the Solution: ShellKode, an AWS Partner specializing in modernizing logistics with cutting-edge technology, utilized Amazon Bedrock Agents, Knowledge Bases, and an API integration layer to build DIVA 2.0. This innovative agentic assistant provides a seamless, conversational interface for customers. Users can now interact naturally – tracking packages, checking rates, or inquiring about service availability—without adhering to pre-defined scripts.

How it Works: DIVA 2.0’s enhanced AI understands context and delivers accurate, personalized responses, dramatically reducing the need for human agents. The architecture leverages AWS App Runner for scalability and performance, alongside Amazon Bedrock Agents for intelligent processing and Knowledge Bases for efficient information retrieval. This modular design ensures seamless integration and high performance.

Discover a smarter logistics experience with DIVA 2.0, showcasing how generative AI can transform customer interactions and streamline operations. The solution’s architecture is illustrated in the diagram below:

[Image of DTDC Chatbot Architecture – https://d2908q01vomqb2.cloudfront.net/fc074d501302eb2b93e2554793fcaf50b3bf7291/2025/07/23/ML-17898_DTDC-Chatbot-17Apr2025.jpg]

Key Features:
* Conversational AI: Natural language understanding for intuitive customer interactions.
* Contextual Awareness: Ability to understand and respond to complex queries accurately.
* Scalable Architecture: Leveraging AWS App Runner for reliable performance.
* Reduced Support Costs: Minimizing reliance on human agents through automation.

What’s Next? DTDC and ShellKode are continuously evolving DIVA 2.0, exploring further integrations and enhancements to deliver an even more seamless and intelligent logistics experience. This project demonstrates the immense potential of generative AI in transforming industries by improving customer satisfaction and operational efficiency. The logistics agent is a powerful tool for streamlining operations and enhancing customer service.

The ability of this logistics agent to understand complex queries and provide personalized responses represents a significant advancement in the field of automated assistance. Further development will undoubtedly lead to even more sophisticated applications of AI in logistics, optimizing workflows and improving overall performance. The use of Amazon Bedrock’s generative AI capabilities allows for a level of adaptability and intelligence previously unattainable, making this project a compelling demonstration of innovation.

The impact on customer support costs is also noteworthy – the reduced reliance on human agents translates to significant savings for DTDC, highlighting the economic benefits of leveraging automation. Continued exploration of new integrations and enhancements promises an even more refined and effective logistics agent in the future.

Source: Read the original article here.