UPS Chatbot Now Available Via The Google Assistant
14 Mars 2018 - 2:00PM
UPS (NYSE:UPS) today announced it has launched its popular
chatbot on the Google Assistant, giving customers another
convenient way to retrieve information on package deliveries and
other UPS services via the Assistant on Android phones, iPhones,
smart speakers like Google Home and other compatible devices.
The chatbot’s expansion to the Google Assistant also marks an
important step for UPS as it makes new inroads into Artificial
Intelligence (AI). The company, which aims to engage its customers
and consumers through the online platforms they prefer, introduced
the chatbot in 2016 through Facebook Messenger, Skype and Amazon
Alexa.
AI and machine learning, along with big data and the internet of
things, underpin many of the technologies that support UPS’s global
logistics network.
“UPS is constantly building new ways to make it even easier to
do business with us,” said Jerome Roberts, UPS vice president of
global product innovation. “The AI-enabled UPS chatbot is available
where our customers need it to be, and its functionality is getting
better all the time.”
Last year, UPS integrated the chatbot with UPS My Choice®
service, allowing customers to obtain detailed information about
their incoming packages and recent deliveries without providing a
tracking number. UPS My Choice service is free, and it gives
consumers more control over their residential deliveries. Members
can receive an email or text message the day before a shipment
arrives. UPS My Choice service has more than 43 million members
globally.
The chatbot’s integration with UPS My Choice service made UPS
the first U.S. package delivery company to offer a chatbot
experience specifically designed for authenticated users.
The UPS chatbot provides a convenient and conversational
interface. For example, customers can ask the chatbot “are any
packages coming to my house?” or “has anything been delivered to my
house?” and receive an easy-to-understand response. Google
Assistant users can find the UPS chatbot by saying “OK Google, talk
to UPS” or “OK Google, ask UPS about my packages.”
“AI interactions are becoming increasingly more significant at a
time when customers perform more business online,” said Andrew Van
Beek, UPS vice president of applications development. “This trend
demands smooth user experiences, including those that occur via
chatbots.”
To learn more about UPS efforts to build AI into its package
delivery business, listen to the podcast on the topic at UPS
Longitudes Radio.
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 or pressroom.ups.com and its
corporate blog can be found at longitudes.ups.com. To
get UPS news direct, follow @UPS_News on
Twitter.
Kyle Peterson
404-828-4626
kylepeterson@ups.com
United Parcel Service (NYSE:UPS)
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