UPS launches chatbot
UPS has launched a beta version of a “chatbot” – an artificial-intelligence-enabled platform that mimics human conversation to help users 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.
Stuart Marcus, UPS vice president of customer technology marketing, said: “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 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.