UPS adds Google Assistant to chatbot customer service lineup
Video: These AI bots are solving customer problems
UPS is adding its chatbot customer service technology to Google Assistant for package tracking via Android devices, Google's iPhone apps, Google Home, and other devices.
Read also: IBM intros Watson Tone Analyzer to make chatbots emotionally astute | Facebook researchers progress on teaching AI chatbots to negotiate
The expansion to Google Assistant means UPS has most of its bots covered. The UPS chatbot was already available on Facebook Messenger (@TheUPSBot), Skype, and Amazon Alexa (UPS Skill).
In 2016, UPS outlined how it would expand artificial intelligence and machine learning on its customer service platform. Chatbots are also integrated with UPS' My Choice service to allow customers to track packages and deliveries via email or text message without tracking numbers.
As for the Google Assistant integration, UPS customers can track packages by saying "OK Google, talk to UPS" or "OK Google, ask UPS about my packages."
Read also: Cognitive chatbots in customer service: Beyond the hype and behind the scenes | As AI floods the market, which chatbots deliver the best ROI for enterprises?
In the grand scheme of things, the UPS expansion to Google Assistants highlights how voice is going to be the user interface going forward.
Related stories
- What is AI? Everything you need to know about Artificial Intelligence
- Re:Invent 2017: AWS all about capturing data flows via AI, Alexa, database, IoT cloud services
- Google Home review: A promising step towards the future
- Has Alexa snapped? Why your Echo sometimes does creepy things
- How to become an Alexa developer: The smart person's guide
- TechRepublic: Google Assistant: The smart person's guide