It is no surprise that AI and machine learning are being used by many companies around the world to improve business processes. How are these two innovative ideas transforming UPS though?
UPS, United Parcel Service, has been a leading provider of delivering packages to companies and customers alike for more than 110 years and has become a necessary part of our daily society and the needs of people. As the company has progressed throughout the years, they have adapted to every new technology to improve their business process. Recently, the United Parcel Service has begun to implement artificial intelligence, machine learning, and big data to not only improve the service they offer their customers but to save millions of dollars each year. As the fourth industrial revolution approaches, UPS uses AI, machine learning, and big data to drive technology in many ways.
One way UPS is utilizing AI and big data is to keep up with evolving new technologies that allow the company to operate its global logistics network in more than 220 countries and territories. As new technology continues to evolve, UPS spends billions of dollars every year to improve customer service, enhance efficiency, and support increasing customer demand for immediate package delivery.
After just three months after the idea was born, UPS released their UPS chatbot, which is an AI-enabled tool that mimics human conversation, can respond to customer queries, can track packages, and can even give shipping rates to customers. UPS chatbots, named UPS Bot, can be used with social media channels, though virtual assistants like Alexa or Google Assistant, and can be used to asked questions through both text and voice commands through a mobile device.
UPS My Choice
Another way UPS is utilizing AI, machine learning, and big data to improve business operations and increase customer experiences is through their free system that lets residential customers decides where, when, and how their home delivers occur. This free system, named UPS My Choice, has an integrated chatbot that allows customers to obtain information about their incoming delivers without the need for a tracking number.
UPS Autonomous Delivers & Drones
While most people at UPS insist that drivers are a core element to the success of the company and the face of the company, UPS has still begun to test the use of drone deliveries for some applications. These applications include dropping essential supplies in Rwanda and even demonstrating how medicine can be delivered to islands. UPS has even begun to utilize drones in rural areas where they have open air and can execute deliveries easily.
These drones are helpful to drivers when the distance between deliveries makes it challenging for drivers to be efficient. In these cases, drones are launched from the roofs of UPS trucks and offer a solution that not only cuts costs but improves service as well. UPS is even using drones in sorting facilities and warehouses to get items on high shelves and in remote areas.
As UPS continues to utilize this technology, they generate more data that opens up more opportunities to become more efficient, improve customer experiences, innovate delivery solutions, improve business operations, and so much more. As AI, machine learning, and big data become more and more sophisticated, UPS will continue to utilize these technologies and drive innovation.