United StatesLogistics and transport2024 – ongoingUPS
Message Response Automation
UPS reported halving agent time on emailed inquiries in an AI pilot
Problem
Customer emails required agent time to resolve.
Approach
UPS piloted generative AI responses through Message Response Automation. Requests included holding packages for pickup.
Results
50%reduction in agent time resolving emailed inquiries during the pilot, reported by UPS
Takeaway
The measured benefit concerned agent handling time during pilot testing.
Categories
- Size
- Large enterprise
- Industry
- Logistics and transport
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
[1]Supply Chain Dive25 Sep 2024
Supply Chain Dive described UPS's email-response pilot. It relayed a reported 50% reduction in agent resolution time.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026
