How FedEx Optimizes Operations and Elevates Customer Service with Data Analytics and AI

FedEx, the global leader in logistics and delivery services, is employing data analytics, predictive modeling, artificial intelligence (AI) and machine learning to improve its own operations and allow customers to better track deliveries and monitor sustainability. The company shared its experience with these technologies at a presentation by Clayton Clouse, director of data science at FedEx Dataworks.

FedEx Dataworks is a platform that combines the company’s digital and physical networks to create a scalable platform of interconnected data, insights and information. It is designed to improve supply chain visibility and increase predictability by capturing real-time data about every package, shipment, delivery route, environmental condition, customer delivery location and delivery date.

The platform uses various AI and machine learning tools to analyze the data and generate insights that can help FedEx optimize its network efficiency, reduce costs, enhance safety and security, and provide more personalized and engaging experiences for customers. For example, FedEx uses a tool called ChatGPT, which is based on a large language model developed by OpenAI, to answer customers’ questions in a more detailed way than traditional chatbots and to provide responses to online customer reviews.

FedEx also uses AI and machine learning to create new solutions for customers, such as Coros, a machine learning and computer vision package tracking solution that brings added transparency and intelligence to package delivery operations. Coros leverages a suite of vision sensors, edge computing and machine learning to provide real-time visibility into a parcel’s journey, automate manual processes and assist couriers during loading and delivery operations with package alerts and guidance.

FedEx sees data analytics and AI as core to its business and the basis of its competitive strength in the highly competitive global logistics, supply chain and shipping services industries. The company is constantly exploring new ways to use these technologies to deliver value for its customers and stakeholders.

Sources: AirGuide Business airguide.info, msn.com, venturebeat.com, fedex.com, salesforce.com, oracle.com