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Chatbots - Supply chain customer delight

Chatbots - Supply chain customer delight
February 14, 2018

Chatbots — facilitating booking, tracking cargo, and getting feedback on delivery!

A bot is a software which is intended to systematize tasks such as booking tickets, tracking of cargo, requesting rates, etc. Chatbots, or chatbots are capable of thought-provoking human conversation and give the feel as if you are interacting with a human. One of the ground-breaking implementation of bots would be for the transportation and logistics industry. Chatbots can offer better supply chain visibility to logistics customers, from automated quotes to the reason of possible delays, from booking and picking up requests to tracking of the shipments and lodging claims, etc. With the help of chatbots, customers will be able to track shipments in transit. The logistics industry faces a challenge to keep their customers well informed about the shipment.

21st Century Enterprises are transforming their #CX (customer experience) using #chatbots. Read more

Here are some facts:

  • Facebook’s most recent chat robot count is at over 33,000.
  • At a CRM technologies conference in 2011, Gartner predicted that 85 percent of customer engagement would be fielded without human intervention

Key logistics firms across the world have been facing a persistent problem. They have custom built TMS and WMS where the integration is a bit difficult. Over the years, their way of collaboration with customers has become too unfathomable and systemized. For instance, if a customer wants to know the status of a shipment, he needs to visit the website of the logistics service provider and feed his specific code which is a complex mix of numbers and letters of the alphabet. For getting other relevant information, the customer has to navigate through the entire website and search for answers to his queries. The entire experience is unproductive and burdensome. Chatbots can completely turn around the situation and let the user interact with the service provider through a simple chat window and resolve their issues.

Logistic

UPS has launched a beta version of an artificial-intelligence bot, or chatbot, an AI-enabled platform that imitates human speech to help users easily find UPS locations, get shipping rates, and track packages. The chatbot, accessible through Facebook Messenger, Skype, and Amazon platforms, provides users with expedient and familiar 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 from the AI bot.

Amazon users can access the UPS chatbot through Amazon’s virtual assistant and chatbot platform Alexa, which features voice-recognition capabilities.

The National Railroad Passenger Corporation (Amtrak) provides rail passenger services for customers in the 48 contiguous US states.

Julie, a newer version of Amtrak’s original telephone-based customer service agent, is designed to guide users through Amtrak.com using natural language capabilities and a broad knowledge base of the site.

Implementation of the bot resulted in the following:

  • 25 percent more bookings
  • $1 million in customer service e-mail costs saved annually
  • 50 percent year-over-year growth in users’ engagement with Julie
  • 30 percent more revenue (monthly average) generated per booking

Conclusion

In a research study conducted by Gartner, it was concluded that by 2019, requests for customer support through consumer mobile messaging apps will exceed requests for customer support through traditional social media. In impending years, the transportation and logistics industry will witness more implementations of internet bots, which will enhance productivity and increase revenues.