UPS Launches Chatbot And Accelerates On Path Toward Use Of Artificial Intelligence
November 21 2016 - 9:00AM
- UPS chatbot available via Facebook Messenger, Skype and
Amazon
- Launch sets direction for integration of artificial
intelligence into additional customer-facing technologies
- Future updates planned, including integration with UPS My
Choice service
UPS (NYSE:UPS) on Monday said it has launched a beta version of
a chatbot, an artificial-intelligence-enabled platform that mimics
human conversation to help users easily find UPS® locations, get
shipping rates and track packages.
The UPS chatbot, available through Facebook Messenger, Skype and
Amazon platforms, provides users with a convenient and
conversational interface that is different from those offered on
the UPS website or UPS mobile apps. For example, UPS customers can
use simple phrases like “shipping rates” to get prompt voice
responses in English. Amazon users can access the UPS chatbot
through Amazon’s virtual assistant Alexa, which features
voice-recognition capabilities.
“At UPS, we’re bringing our first chatbot to life to make it
easier for our customers to access information about their packages
and shipments through messaging apps and voice-enabled platforms,”
said Stuart Marcus, UPS vice president of customer technology
marketing. “Our long-range plans are much bigger than that. We see
chatbots becoming an important communication channel for our
customers over the next few years, and we’re setting the stage for
the incorporation of artificial intelligence throughout our
customer-facing technologies.”
UPS, which invests more than $1 billion a year in technology,
developed its chatbot in-house and plans to continue to update its
functionality, including integration with the UPS My Choice®
platform. With the addition of UPS My Choice service, customers
will be able to manage the delivery time and location of incoming
packages through this conversational user interface.
Elements of artificial intelligence are becoming a bigger part
of various UPS technologies. For example, the company’s new virtual
assistant on UPS.com uses natural language understanding to help
customers track packages. The assistant becomes more skilled at its
tasks as more people ask it questions.
“The UPS chatbot and the upcoming integration with UPS My Choice
service exemplify the company’s dedication to customer-service
enhancements,” said Andrew Van Beek, UPS senior director of
applications development.
UPS My Choice members receive an email or text message the day
before a shipment arrives. If they won’t be home to receive a
package, they can re-route eligible packages to their workplace, a
neighbor’s home or a nearby UPS Access Point™ location. More
than 30 million people now use the service in 15 countries. In the
U.S., roughly one in four households are UPS My Choice users.
About UPS
UPS (NYSE: UPS) is a global leader in logistics, offering a
broad range of solutions including transporting packages and
freight; facilitating international trade, and deploying advanced
technology to more efficiently manage the world of business.
Headquartered in Atlanta, UPS serves more than 220 countries and
territories worldwide. The company can be found on the web
at ups.com and its corporate blog can be found
at longitudes.ups.com. To get UPS news direct,
visit pressroom.ups.com/RSS or follow
@UPS_News.
Kyle Peterson
404-828-4626
kylepeterson@ups.com
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