UPS adds chatbot to UPS My Choice

UPS customers will be able to get information about incoming packages and recent deliveries without providing a tracking number. This is due to the delivery firm integrating its customer facing chatbot with UPS My Choice.

UPS released a statement that said it is the first US package delivery company to offer a chatbot experience specifically designed for authenticated users.

The chatbot is an AI enabled platform that mimics human conversation. UPS launched it last year via Facebook Messenger, Skype and the Amazon Alexa voice service.

At first the chatbot helped users find UPS locations, shipping rates as well as track packages. In addition in now 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 said that it 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.  
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