Hermes beefs up Alexa skill

Hermes UK has updated its Alexa Skill to improve a customer’s experience when sending or delivering parcels.

The investment is part of the delivery company’s wider commitment to innovation, using smart technology to improve Hermes’ portfolio of retailers’ customer experiences.

Hermes was the first parcel operator in the UK to fully integrate its end-to-end tracking solution with Amazon’s line of Echo smart speakers, powered by digital assistant Alexa. The new improvements involve bringing a number of industry firsts.

Updates for Alexa include a ParcelShop finder, which determines the location of the nearest Hermes ParcelShop; the ability to set a designated safe place or choose to have your parcel delivered to a neighbour when not at home and an enhanced returns process. Consumers asking Hermes to return their order via the Alexa Skill will be emailed a QR code and PIN that allows them to print a returns label at the nearest ParcelShop. Updates for the Amazon Echo Spot and Echo Show also include the ability to view a SafePlace photo or signature when a parcel has been delivered.

Chris Ashworth, CIO at Hermes UK, said: “Our commitment to innovation and our desire to continuously enhance our range of delivery solutions is driven by consumer feedback and improving the customer experience. Off the back of becoming the first UK parcel company to integrate our tracking solution with Alexa, we have set another technology milestone by introducing new functionality that boosts the consumer experience and will drive repeat sales for retailers.”