- ATLANTA, Nov. 21, 2016 (GLOBE NEWSWIRE) --
- UPS chatbot available via Facebook Messenger, Skype and Amazon
- Launch sets direction for integration of artificial intelligence into additional customer-facing technologies
- Future updates planned, including integration with UPS My Choice service
UPS (NYSE:UPS) on Monday said it has launched a beta version of a chatbot, an
artificial-intelligence-enabled platform that mimics human conversation to help users easily 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.
“At UPS, we’re bringing our first chatbot to life to make it easier for our customers to access information about their packages
and shipments through messaging apps and voice-enabled platforms,” said Stuart Marcus, UPS vice president of customer technology
marketing. “Our long-range plans are much bigger than that. 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, which invests more than $1 billion a year in technology, 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.
Elements of artificial intelligence are becoming a bigger part of various UPS technologies. For example, the company’s new
virtual assistant on UPS.com uses natural language understanding to help customers track packages. The assistant becomes more
skilled at its tasks as more people ask it questions.
“The UPS chatbot and the upcoming integration with UPS My Choice service exemplify the company’s dedication to customer-service
enhancements,” said Andrew Van Beek, UPS senior director of applications development.
UPS My Choice members receive an email or text message the day before a shipment arrives. If they won’t be home to receive a
package, they can re-route eligible packages to their workplace, a neighbor’s home or a nearby UPS Access Point™ location. More than 30 million people now use the service in 15
countries. In the U.S., roughly one in four households are UPS My Choice users.
About UPS
UPS (NYSE: UPS) is a global leader in logistics, offering a broad range of solutions including transporting packages and
freight; facilitating international trade, and deploying advanced technology to more efficiently manage the world of business.
Headquartered in Atlanta, UPS serves more than 220 countries and territories worldwide. The company can be found on the web
at ups.com and its corporate blog can be found at longitudes.ups.com. To get UPS news direct, visit pressroom.ups.com/RSS or follow @UPS_News.
Kyle Peterson 404-828-4626 kylepeterson@ups.com
