AI Case Study

UPS enhances customer service through AI-enabled chatbot which assists with tracking packages and finding shipping rates and locations

UPS has upgraded its chatbot, which has been operating since 2016, by launching the technology on the Google Assistant. Customers are able to retrieve information on package deliveries and other UPS services via the Assistant on Android phones, iPhones, smart speakers like Google Home and other compatible devices. The company is enhancing its customer service by offering its customers even more ways of finding UPS® locations tracking packages and finding shipping rates.

Industry

Transportation

Freight And Logistics

Project Overview

"UPS developed its chatbot, UPS Bot, in house and released it for use just three months after the idea was born, in 2016.

This AI-enabled tool mimics human conversation and can respond to customer queries such as “Where is the nearest UPS location?” and can track packages and give out shipping rates. Customers can ask the bot questions either through text or voice commands through mobile devices, social media channels and virtual assistants such as Alexa and Google Assistant. The UPS Bot is able to recognize these requests and then takes the appropriate steps to complete them. The more “conversations” the bot has, the more learning it experiences to take the appropriate action in the future." (forbes)

In 2017, "UPS integrated the chatbot with UPS My Choice® service, allowing customers to obtain detailed information about their incoming packages and recent deliveries without providing a tracking number.

In 2018, UPS launched its chatbot on the Google Assistant, giving customers another convenient way to retrieve information on package deliveries and other UPS services via the Assistant on Android phones, iPhones, smart speakers like Google Home and other compatible devices." (ups)

Reported Results

Results undisclosed

Technology

Function

Customer Service

Technical And Product Support

Background

Benefits

Data

Speech and text commands