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DHL Freight Expands Its Customer Service Offering with the AI-Powered VIVA Service

August 24, 2026

DHL Freight is expanding its customer service offering by introducing VIVA, a new AI-powered customer service solution in Finland on 26 August 2026. Available on the DHL Freight website and myDHLFreight, the virtual expert provides customers with quick answers to the most common questions around the clock, while personal customer service remains at the heart of the service and customer service specialists remain just as accessible as before.

Customer expectations for fast and easily accessible service continue to grow. To meet this need, DHL Freight is introducing VIVA, an AI-powered virtual expert designed to help customers find information quickly and effortlessly whenever they need it.

VIVA provides answers to the most common questions related to transports, shipments and DHL Freight services. The service is available 24/7, enabling customers to access information even outside regular customer service hours.

The new solution complements DHL Freight’s existing service channels. By handling routine enquiries, AI allows customer service specialists to dedicate more time to supporting customers’ businesses, resolving exceptions and managing more complex transport-related needs.

Benefits for Customers

The introduction of VIVA offers several benefits to customers:

  • Answers to common questions 24 hours a day, 7 days a week
  • A fast and easy way to find the information they need
  • Access to service whenever it is most convenient for the customer
  • The option to transfer the conversation to a customer service specialist during customer service opening hours when needed

DHL Freight’s customer service will continue to be built on a strong understanding of customer needs, a solution-oriented approach and close collaboration. VIVA supports this way of working by automating simple enquiries and freeing up time for situations where personal expertise adds the greatest value.

VIVA will be launched in Finland on the DHL Freight website and myDHLFreight on Wednesday, 26 August 2026.