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UPS paves the way for better service with faster development and artificial intelligence

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The age of artificial intelligence (AI) is upon us. UPS, a long-time IT innovator, is already laying the groundwork to improve customer service with intelligent applications that deliver relevant, seamless experiences to its customers on virtually any device. To accomplish this goal and increase the efficiency of IT staff, UPS recently completed two transformative projects. One initiative—a faster, consolidated version of the UPS Mobile app—has improved customer experience and nearly halves the amount of code, compared with the previous platform-specific versions. Developers quickly brought the app to market using Visual Studio Tools for Xamarin. The second initiative improves service levels via a chatbot called UPS Bot, which runs on the Microsoft Bot Framework and Azure. Customers can engage UPS Bot in text-based and voice-based conversations to get the information they need about shipments, rates, and UPS locations.
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