UPS Inc. said today it has integrated its "chatbot," an IT platform that follows commands by mimicking human conversation, with its "MyChoice" service that gives customers control over their package flows, to allow customers to get information about their incoming packages and recent deliveries without providing tracking numbers.
The Atlanta-based transport and logistics giant launched the chatbot last fall through Facebook Messenger, Skype, and Amazon.com Inc.'s "Alexa" voice service. The chatbot was initially designed to help users find UPS locations, get shipping rates, and track packages. Today's expansion is aimed at making it easier for the 35 million worldwide MyChoice members to retrieve detailed shipment information, UPS said.
For example, a MyChoice member can ask the chatbot if there are any incoming packages heading to the member's house, or if there have been any deliveries, and receive an easy-to-understand response, UPS said.
The integration is a "big leap forward for the customer service UPS offers," said Stuart Marcus, UPS vice president of customer technology marketing, in a statement.
UPS said it is working on an enhancement that will allow MyChoice members to sign up for notifications via Facebook Messenger and Skype. Users will be able to manage the delivery time and location of incoming packages through the interface, UPS said.
