Aramex, Dubai-based multinational logistics, courier and package delivery company, has launched Aramex Bot, the world’s largest WhatsApp chatbot to date.
The chatbot solution was developed by Arabot, the Middle East and North Africa (MENA) region’s leading conversational artificial intelligence (AI) and text-based chatbot technology provider that help enterprises to design a rich conversational experience with ease.
The custom-built chatbot solution is aimed at providing Aramex’s customers with real-time shipment and courier tracking information. With Aramex’s chatbot, customers can track their shipment deliveries using a unique reference or a shipment number.
The user has to simply type their unique reference number in the chat to view shipment-related information such as the user’s name, shipper details, shipment date and description as well as the delivery location. In addition to helping the user track their shipments at various points along their journey, Aramex Bot offers users information pertaining to delivery times, arranging a shipment return, and Aramex’s nearest branches.
Built with AI and natural language capabilities, Aramex Bot provides the user with a seamless human hand-off where the users can speak to a live agent in certain scenarios involving complex queries, putting customers’ needs front and center.
“We are excited to launch our WhatsApp chatbot solution with arabot. With WhatsApp being the most popular messaging app, the chatbot solution will enable us to deliver seamless conversations with our customers across their preferred channel, no matter where they are.”
Since the launch of Aramex’s WhatsApp Business Bot by arabot in October 2018, 50 percent of shipment inquiries have been processed by the chatbot solution and more than 8 million customers have been served.
Using arabot’s comprehensive chatbot platform, Aramex is accelerating the logistics and transportation industry with intelligent use of technology, advanced AI features, and a natural conversational flow that is more human-like than ever before.
The chatbot service is making it easier for customers to find the nearest Aramex locations, track shipments and share preferred delivery locations, providing a seamless experience to users in many Aramex centers across the Middle East.
“We’re excited to provide Aramex with an advanced conversational user interface solution, allowing them to foresee their customers’ needs and offer ceaseless customer support round the clock. A technology-driven customer experience is the future of the logistics industry. With our AI chatbot solutions, we’re setting the stage for logistics providers to incorporate artificial intelligence throughout their customer-facing applications,” Mr. Abdallah Faza, Arabot’s Co-founder and CEO, stated.