FedEx has become synonymous with package delivery, but the Memphis, TN-based courier company says it’s “in the business of serving customers.” With approximately 12 million shipments a day and a target audience of over 55 million unique visitors to fedex.com, FedEx needed an intelligent and personalized solution to help serve customers in the channel of their choice.

In a keynote case study presentation at last month’s Intelligent Assistants Conference in San Francisco, FedEx’s Gina Maiden described in detail how the company collaborated with Nuance to deploy the AI-powered virtual assistant, Nina, on key FedEx web pages worldwide, across 79+ countries and in 15 languages. To date, the virtual assistant has handled over 6.7 million conversations in North America alone, yielding an 80%-81% first contact resolution rate.

As Managing Director of Business Technology Solutions at FedEx, Maiden is responsible for planning and implementing intelligent assistance within FedEx Services. She presented at the 2017 IA Conference San Francisco to discuss how FedEx empowers customers with a virtual assistant.

Categories: Conversational Intelligence, Intelligent Assistants, Articles