UPS Delivers Customer Wins With Generative AI
CIO, Friday, May 3rd, 2024
The multinational shipping company enlisted LLMs to automate customer message responses, reducing agent handle time and paving the way for genAI use across the enterprise.
United Parcel Service last year turned to generative AI to help streamline its customer service operations. The in-house developed project, Message Response Automation (MeRA), is already delivering.
MeRA, which was initiated last July and went into beta testing in October, leverages publicly available large language models (LLMs) to automate the handling of some customer issues, providing consistent messaging and significant improvement of agent efficiency, aka handle time, according to the multinational shipping and supply chain management company.