UPS integrates chatbot with UPS My Choice

As reported by Post & Parcel
Tuesday May 16, 2017

UPS has integrated its customer-facing chatbot with UPS My Choice, which will mean that customers can get information about their incoming packages and recent deliveries without providing a tracking number.

In a statement issued yesterday (15 May), UPS said it is the first US package delivery company to offer a chatbot experience specifically designed for authenticated users.

The company launched the chatbot, an Artificial-Intelligence-enabled platform that mimics human conversation, last year through Facebook Messenger, Skype and Amazon’s Alexa voice service.

Initially, the chatbot helped users find UPSlocations, get shipping rates and track packages. Now, it also 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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Ken Wood is the founder of LJM Consultants. LJM helps clients negotiate “Best in Class” UPS/FedEx agreements. LJM was recently named the “best parcel auditing company in America” and was also inducted into Inc. Magazine’s Top 500/5000 fastest growing companies in America for 2013. To learn how LJM Consultants can help your company get the parcel contract you deserve, call 631-844-9500 or email kenwood@myLJM.com.