Aramex, a leading global provider of comprehensive logistics and transportation solutions, has launched Aramex Bot, the world’s largest WhatsApp chatbot to date. Integrated with the popular messaging app WhatsApp, the chatbot solution was developed by arabot, MENA’s leader in conversational AI and text-based chatbot technologies that helps enterprises design a rich conversational experience with ease.
Since the launch of Aramex’s WhatsApp Business Bot by arabot in October 2018, 50% of shipment enquiries have been processed by the chatbot solution and more than 8 million customers have been served. Using arabot’s comprehensive chatbot platform, Aramex is revving up 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 including Jordan, KSA, UAE, Bahrain and Kuwait.
“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,” said Mohammed Sleeq, Aramex’s Chief Digital Officer.
“There’s no doubt that digital technologies have fundamentally changed the competitive dynamics of the logistics service industry forever. At Aramex, we believe that technology is the way forward to give that extra edge to our customers. Thanks to arabot’s AI-powered technology, our customers are now able to get real-time insights and instant updates on their cargo movement from the comfort of their home.”
The custom-built chatbot solution is aimed at providing Aramex’s customers with real–time shipment and courier tracking information. Using Aramex’s chatbot, customers can track their shipment deliveries using a unique reference or a shipment number. The user can simply type this number in the chat to view shipment-related information such as the user’s name, shipper details, shipment date and description as well as delivery location.
In addition to helping the user track their shipments at various points along their journey, Aramex Bot provides users with information pertaining to delivery times, arranging a shipment return, and Aramex’s nearest branches (within 200-kilometer radius).
“AI chatbots mark a new era in digital customer service,” commented Abdallah Faza, arabot’s Co-founder & CEO. “We’re excited to provide Aramex with an advanced conversational user interface solution, allowing them to foresee their customers’ needs and offer a 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. It’s no longer about shipping rates, transit times or getting goods from point A to point B. It’s about the shippers’ experience which lies far beyond today’s transactional world.”
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. The decision to involve a combination of technology and human interaction maximizes not only the efficiency for shippers but also the value they receive from information.
Aramex’s AI chatbot service is now available to customers across the Middle East free of charge directly on WhatsApp via this link. Customers can also try Aramex Bot by sending a message to +97145031111. The service is available 24/7 and guests have to type in ‘hi’ to initiate the conversation. The chatbot is now able to answer queries from customers instantly in three languages, including English, Arabic and Turkish. Future plans involve supporting customers’ queries in German and French.