Dubai's Aramex harnesses power of artificial intelligence

International logistics company launches AI-enabled chatbot on Facebook Messenger

Aramex said its board has appointed Bashar Obeid as the new chief executive of the company. Reuters

Aramex, the Dubai-based international logistics and transportation company, on Monday launched its new artificial intelligence-enabled chatbot on Facebook Messenger.

Named "Aramex Bot", the service enables personalised, scalable conversations with customers about shipment-related queries and different service offerings.

"Aramex Bot provides users with a convenient way to easily find Aramex nearest locations, track shipments and share preferred delivery location. It also offers enables customers in the UAE to schedule a delivery for personalised shipments and e-commerce parcels.," Aramex said. "The chatbot service will soon be available to all Aramex customers across the Middle East."

The new chatbot can also detect customers satisfaction rate based on simple keywords used during the conversation, according to the firm.

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Aramex customers need only search for “Aramex Bot” on their Facebook Messenger and start chatting with the bot in either English or Arabic, with more features and other languages in the near future, Aramex said.

The company said it has also seen other elements of AI making their way into the logistics industry. "As technology advances, robotics have become more sophisticated and affordable, driving popularity amongst logistics firms, as well as enhancing efficiency of the overall shipping process.

"Trends such as using drones to deliver packages and robotics for loading and unloading not only enhance the efficiency of the delivery process, but have the potential to redefine the industry as a whole," it said.