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UPS continuously looks for ways to leverage technology to improve its employee experience and increase efficiency according to Carol Tomé, CEO of UPS. Internally, UPS uses AI across several platforms. UPS Velocity, its state-of-the-art fulfillment facility in Kentucky USA, leverages machine learning and AI-powered bots to optimize inventory management and improve customer service. UPS’ proprietary Network Planning Tools (NPT) analyze real-time data to adjust load planning and scheduling, significantly enhancing efficiency and saving costs. This powerful AI system accomplishes tasks in hours that previously took months, optimizing the flow of millions of packages daily.
For customer services, UPS has introduced DeliveryDefense, an AI-driven solution to combat package theft by predicting delivery success rates based on location and historical data. MeRA, another AI initiative, uses large language models (LLMs) to automate responses to thousands of customer emails, enhancing efficiency and consistency. These innovations showcase UPS’s AI strategy, which is aimed at driving efficiencies and enhancing customer experience.
2024 AI-related highlights
- Announces initial rollout of Dynamic Orion, third generation routing technology to help UPS drivers route optimization and improve services (January 2024)
- UPS’s AI-driven LAL platform supports multilingual teams, improving training, accuracy, and workforce diversity, says executives Steve Gundlach and Denise Foster. (Mar 2024)
- UPS Velocity uses AI and automation to streamline fulfillment, enhance storage, and support diverse teams globally. (Apr 2024)
- Leverages generative AI to automate customer service, enhancing response accuracy and operational efficiency. (May 2024)
- Showcases RFID and Digital Twin technologies at Google Cloud Next ’24 and RFID Journal Live, enhancing logistics. (Jun 2024)