“I love waiting indefinitely for packages and desperately navigating sites to figure out how to mail things,” says no one ever. For most, anything related to shipping feels like a frustrating chore and the best kind of UPS experience is one that you don’t have to think too much about. From finding a UPS store, weighing your package, and figuring out rates, one simple task can easily turn into a terrifying monster that eats up your sanity and entire afternoon.
Developed in-house, Casey, the UPS Bot is a tool that’s hopefully going to make these inevitable errands quicker and more painless (though some have pointed out the team missed a golden opportunity by not naming it Marlan.)
The UPS bot is a convenient way to track packages and calculate shipping rates. The bot also helps you locate nearby UPS addresses. The shipping rate feature is probably the most useful as you can figure out your specific rate by location and weight.
Hard to picture someone using Casey to find a location when they can just as easily Google “UPS.” Equally unlikely of a scenario is entering a tracking number when they can easily click a link in an email for that information. Plus who actually ever knows their package’s tracking number off the top of their head? In some ways, the bot demands more effort on the part of the user, which is never a pleasant thing.
You wouldn’t be wrong in saying that these three services seems a little thin considering the company invests more than $1 billion a year in technology. However, UPS senior director of applications development Andrew Van Beek says that the chatbot will soon be integrated with their UPS My Choice service, which members will be happy to hear. UPS vice president of customer technology marketing Stuart Marcus also notes that their long-range plans are “much bigger” and they see “chatbots becoming an important communication channel for our customers over the next few years.”
Casey is still in beta, so UPS users will have to wait a while until it can address more complex requests or problems. There’s a lot of potential for Casey to make shipping and tracking more comprehensive, especially when you consider how overwhelming the UPS website can be for users. Using a chatbot to assist those with lost, damaged, or stolen packages, for instance, would be a helpful feature that takes some of the stress off of customer service. After all, don’t most people have some kind of horror story about broken deliveries? We’ll just have to wait and see how Casey grows in the future.
Have you used Casey the UPS bot yet for help with packages? Let us know your feedback in the comments below!