Consultant Insight: Improving CX with artificial intelligence

[caption id="attachment_76185" align="alignright" width="298"] Cathy Roberson, Cargo Facts Consulting senior consultant and Air Cargo Next columnist[/caption] The extraordinary interest in OpenAI ’s ChatGPT has produced a lot of commentary about its potential impact on journalism, search engines, customer service and other services, but whether the chatbot and others like it can disrupt services remains to be seen. What chatbots can do is improve customer experience (CX), which can make or break a business. In today’s uncertain environment, the emphasis on CX is significant, particularly as many companies experience slowing sales and stubbornly high inventory levels as the market returns to a more normal pre-pandemic level. Panelists at the AirCargo 2023 conference in Nashville last week said that, w hen it comes to CX, there will be important distinctions for the roles of AI chat software and traditional human interactions. “Information is just information,” said Ken Nieze, vice president of sales at logistics payment platform PayCargo . “The action is required by a human being to be taken after that. That will be my take on it.” Yes, chatbots are tools, and it’s people that make the difference. AI for routine , people for technical tasks IBM defines a chatbot as a computer program that uses AI and natural language processing (NLP) to understand customer questions and automate responses to them, simulating human conversation. How well chatbots respond to queries can help determine the success of a company’s CX strategy. Rippey.AI is a chatbot provider that works with several logistics and transportation providers, including BNSF Logistics , CMA CGM , RIM and The Top Ocean Group , to automate conversations and documents. The goal is to improve efficiency by automating basic, routine conversations and documents, allowing people to focus on technical tasks and strategies. Using conversational AI and a proprietary logistics terminology library, Rippey can respond to customer inquiries within 30 seconds. In addition, it can automatically detect the language used in the conversation and switch its responses accordingly. Unique skills for freight Perhaps one of Rippey’s more unique capabilities is the ability to generate quotes for domestic freight for trucking and international freight for air and ocean. It can recognize such essential quoting requirements as volume, weight, amount, origin and destination. After quoting, the user can also schedule a pickup or delivery within the bot. According to co-founder Matt Motsick , Rippey can pull the rate and schedule from relevant databases and return a quote to the customer within 30 seconds without human interaction. It can also read and disseminate new load orders and bills of lading from emails and attachments and populate the data into systems such as a TMS. “Rippey AI has put a focus on using chat and email response bots to automate interactions,” said Brittany Bemben, vice president of Digital Freight Services at BNSF Logistics. “This will help us provide a better customer experience by replying to queries from customers and vendors within seconds, allowing our employees to focus on building more strategic relationships.”

Consultant Insight: Improving CX with artificial intelligence

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