UPS Automated Tracking System
The UPS Automated Tracking System is an interactive voice response application that uses natural language speech recognition technology to provide fast package tracking over the telephone. Accessible through the UPS 1-800-PICK-UPS number, UPS ATS prompts customers to recite their alphanumeric package tracking number, and then provides a detailed response in a pre-recorded voice.
UPS ATS, which interfaces with the massive UPS database, responds with package status information in less than two seconds, and reduces a complete tracking call to about 65 seconds – less than half the length of an average representative-aided call. Customer service representatives are available to callers who press "0" or stay on the line at the beginning of the call, or who press "0" at any time while connected to ATS. The system is designed to free representatives for more complex inquiries.
UPS ATS replies to customer inquiries with a wide variety of responses, including:
- The date and time of package delivery and the spelled-out name of the person who signed for it.
- The location where a package was left, e.g., back door, manager's office.
- Reasons why a package wasn't delivered, e.g., no one home, business closed.
- Disposition of package based on last scan, e.g., en route, scheduled for delivery today.
Any exceptions to these options, such as more than two attempted deliveries or an excess lapse of time between package scans, will cause the call to be immediately transferred to a customer service representative.
Key Features and Benefits:
- Faster package tracking via telephone.
- Customer simply states tracking number (no keypad input necessary for tracking number).
- Immediate response provides detailed package status.
- Immediate access to customer service representatives, if needed.
- Frees customer service representatives for more complex inquiries.
- Available 24 hours a day Monday through Saturday.
Architectural Structure:
- Built on Periphonics hardware that provides a networked single system image.
- Uses Nuance Communications conversational speech recognition technology.
- Data is accessed through a mainframe CICS transaction processing system and one of the largest relational (DB/2) databases in the world.
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