UPS adds Google Assistant to chatbot customer service lineup

With Google Assistant integration now available, UPS has its chatbot bases covered.

These AI bots are solving customer problems

Video: These AI bots are solving customer problems

Microsoft Teams review: Serious competition for Slack and HipChat Microsoft Teams review: Serious competition for Slack and HipChat Microsoft's new 'Slack competitor' has improved dramatically since the preview, and new features are arriving regularly. Where it shines is threaded chat, easy video meetings and superb integration with other Office 365 tools.

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

Show Comments