May 18, 2017 – Logistics service provider UPS has integrated its chatbot with UPS My Choice, the service that gives customers complete control over how and when their shipment is delivered and where customers can receive interim status updates. Thanks to the integration, customers who want to ask questions no longer have to enter a tracking number. Instead, a single sign-on is sufficient, after which users can access their UPS My Choice Account via the chatbot. The chatbot can then provide information about the location of a shipment and delivery times. The UPS chatbot was introduced last fall and works via Facebook Messenger, Skype and Amazon's Alexa. Initially, the chatbot was intended to refer customers to branches or to inform them about rates. Now the chatbot can also take commands to change a delivery location. The bot communicates in natural language and can answer questions such as “are any packages coming to my house?” The functionality is not yet available in the Netherlands.

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