XPO uses Artificial Intelligence to develop a chatbot that enhances the last-mile delivery experience

XPO, a leading provider of innovative and sustainable transportation and logistics solutions in Europe, continues to invest in the use of the latest technologies, in this case, Artificial Intelligence, to offer a superior customer experience in its last-mile deliveries. The company's latest innovation has been the development of a chatbot that makes an automated phone call to the final recipient to inform them of the exact time and point of delivery of their order.

XPO already offers a customer communication solution via WhatsApp, through which they can check in real-time the location of their order, as well as the information about the vehicle and driver who will make the delivery. With the development of the new robot, communication has been further improved. From now on, it is the chatbot that automatically calls the recipient now the delivery driver begins the route to the final delivery point. The robot, which receives the notification, traces the route through Google Maps, calculates how long the carrier will take, and then makes the call informing the consumer of the exact time at the agreed delivery point.

The system developed by XPO also allows the final consumer to repeat the message left by the robot and even cancel the delivery. In the latter case, the carrier receives notification that the customer will not be at home, thus avoiding unnecessary travel and increasing the efficiency of the entire supply chain. It should be noted that this has an environmental benefit by minimizing failed deliveries and, with it, the corresponding polluting emissions.

Sergio Gellida, Director of Technology and Process Improvement, Southern Europe and Morocco, XPO, explains: "This application, which covers all last-mile routes in Spain and Portugal, is already making hundreds of calls every day. Our customers and final consumers are the basis of our business, so we are constantly working to analyze and study new solutions that provide a superior delivery experience." 
XPO is a leading innovative company in the supply chain in Europe that offers full loads, partial loads, pallets, and last-mile deliveries. The company adapts its solutions to the specific needs of its customers in a wide variety of industrial and consumer sectors.