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PostNL now lets customers contact the deliverer of their package. Via chatbot Daan, they receive an answer within two hours.

The communication is one-sided: you ask your question and the delivery driver chooses from a number of predefined answers.

PostNL wants to prevent deliverers from receiving too many messages during their delivery round.

Also, customers only receive an answer when the delivery man is still on his delivery round. After that, customer service takes over.

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