UPS Automated Pickup System
The UPS Automated Pickup System (APS) provides quicker and more personalized responses to customer inquiries by employing natural language voice recognition technology and immediate access to the UPS customer data base. UPS APS is a handy resource for customers who require same-day pickup / next-day delivery service.
A regular or repeat customer can order package pickup for next-day delivery by speaking his or her telephone number when prompted by the service, which quickly searches the UPS data base for the caller’s pickup address and closing time. After the data is located, a computer-generated voice using text to speech technology states the information for verification. When the address is verified, and pickup time and number of packages are established, the system confirms the pickup and instructs the caller to use his or her phone number for any follow-up inquiries. This efficient method of requesting package pickup is usually as short as 90 seconds. The caller will be assisted by a customer service representative if the closing time or shipper number of the pickup address cannot be verified.
Customers who have not previously used APS can place requests via an operator, who will immediately answer the call if the customer’s phone number is not in the UPS data base. Callers can access an operator any time during a call by pressing “0.”
Key Features and Benefits:
- The customer’s stated telephone number enables the system to locate his or her profile.
- Available 7 a.m. – 9 p.m., Monday through Friday.
- Frequent-pickup customers can complete their requests in 90 seconds.
- The average operator-assisted pickup call length is 3.15 minutes.
Architectural Structure:
- Uses Nuance Communications conversational speech recognition technology.
- Periphonics hardware provides a networked single system image.
The UPS APS interactive voice system is capable of handling 25,000 calls per day.
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