UPS Revs Up Customer Experience, Integrates Chatbot With UPS My Choice
May 15 2017 - 9:30AM
- Customers can use Artificial-Intelligence-enabled chatbot to
obtain information about their incoming and recently
delivered packages
- UPS is first U.S. package delivery company to offer chatbot
designed for authenticated users
- Artificial Intelligence supports UPS global logistics
network
UPS (NYSE:UPS) on Monday said it has integrated its
customer-facing chatbot with UPS My Choice®, allowing customers to
obtain information about their incoming packages and recent
deliveries without providing a tracking number.
UPS is the first U.S. package delivery company to offer a
chatbot experience specifically designed for authenticated users.
The chatbot enables a customer to log in to their UPS My Choice
Account. It then can provide customized information, including
package location and delivery detail – all without a tracking
number.
The company launched the chatbot, an
Artificial-Intelligence-enabled platform that mimics human
conversation, last fall through Facebook Messenger, Skype and
Amazon’s Alexa voice service. The chatbot initially helped users
find UPS® locations, get shipping rates and track packages. Now, it
lets UPS My Choice members retrieve detailed information about
their shipments more easily.
“The integration of our chatbot with UPS My Choice is a big leap
forward for the customer service UPS offers,” said Stuart Marcus,
UPS vice president of customer technology marketing. “It also marks
an important step as UPS continues to deploy leading-edge
technologies to bring better, easier and simpler experiences to our
consumer and business customers.”
UPS has a long history of exploring new and emerging
technologies that can benefit its operation and improve the
services it offers.
“Artificial Intelligence and machine learning, along with big
data and the internet of things, underpin many of the technologies
that support UPS’s global logistics network,” said Bob Myrick, UPS
principle architect of customer engagement technology. “They also
enable important customer-facing technologies like UPS My
Choice.”
UPS My Choice is a service that provides more control over how
and where packages are delivered. Members receive email or text
messages when their packages are on the way. UPS My Choice
membership provides the ability to re-route eligible packages to a
workplace, a neighbor’s home or a nearby UPS Access Point™
location. More than 35 million people use the service in 15
countries.
The UPS chatbot now provides UPS My Choice members with a
convenient and conversational interface. For example, they can ask
the chatbot “are any packages coming to my house?” or “has anything
been delivered to my house?” and receive an easy-to-understand
response.
Facebook Messenger and Skype users can find the UPS chatbot by
searching for “UPS Bot.” Amazon Alexa users can find it by
searching for “UPS” in the Alexa Skill store and enabling the skill
or by saying “Alexa, open UPS.”
For now, the updated chatbot focuses on providing information
about incoming packages. But UPS plans to add even more
sophisticated UPS My Choice functionality to its chatbot in the
near future. In the next planned iteration, members will be able to
sign up for notifications via Facebook Messenger and Skype. They
also will be able to manage the delivery time and location of
incoming packages through this interface.
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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