The Potential of ChatGPT Integration in the World of Logistics

In November 2022, OpenAI launched ChatGPT, and the hype has been growing ever since. Some people ask ChatGPT to carry on philosophical conversations, compose love poems, and spit out edgy rap lyrics.

Those in the logistics sector are finding other ways to put ChatGPT’s talents to use. We're harnessing the platform to improve our customer service, automate our employees' mundane tasks, optimize our routes, and reduce our costs.

How Logistics Companies Improve Customer Service With ChatGPT

Chatbots like ChatGPT are programs that use artificial intelligence to communicate with humans through text or voice messages. Businesses commonly use them as virtual assistants in messaging apps like Facebook Messenger or WhatsApp, but they can also be programmed with specific tasks like helping customers order food at restaurants or find information about products online. For logistics professionals, we can harness the ability of a chatbot to access all of our information in a convenient automated system that provides a better customer experience.

When a logistics company integrates ChatGPT into its customer service network, chatbots are able to answer customers’ questions faster and more efficiently than human employees. Unlike human workers who are only available during regular business hours, chatbots can answer questions 24/7. Additionally, chatbots can answer questions in multiple languages, meaning customers will receive help regardless of where they're located or what language they speak.

A chatbot's extensive knowledge base can include all of a company's policies and procedures. Customers constantly ask questions about their orders and deliveries, such as "Where is my package?" or "How much will it cost?"

ChatGPT can answer all of these inquiries without the help of customer service representatives.

Modernizing Logistics Operations With Chatbots

In addition to improving customer service, ChatGPT can be used to increase efficiency and productivity in logistics operations. The logistics industry is complex and difficult to navigate, even for experienced professionals. From processing orders to final delivery, ChatGPT simplifies this process by improving delivery times, optimizing routes, and reducing costs — all while increasing customer satisfaction.

When integrated into order management systems, ChatGPT employs its ability to understand natural language to process orders quickly and without error, shaving off critical time in order fulfillment. Chatbots automate inventory management and shipment tracking and update customers with real-time status reports on out-of-stock inventory or delivery changes.

During the last mile of delivery, a chatbot's store of real-time information helps drivers optimize routes and speed up delivery times. All of this drastically reduces the workload for human employees and frees them up to do their jobs better than ever.

The idea of an automated system that can answer questions from customers and process orders is still new for many companies in the logistics sector. However, companies are exploring ways for ChatGPT to field customer inquiries around the clock, provide split-second analysis of shipping data and traffic patterns, optimize routes for drivers, automate dozens of tedious tasks like invoicing, and allow employees to focus on the jobs only humans can do.

Anar Mammadov is the CEO of Senpex, a logistics company that provides on-demand pickup and delivery services for business including retail stores, grocery stores, restaurants, health companies, e-commerce shops, and marketplaces.