These new tools, developed in partnership with ParcelLab, integrate artificial intelligence into FedEx Tracking+ and FedEx Returns+. The AI can automatically answer common customer questions, such as "Where is my order?" or "Has my refund been processed?". The system also analyzes delivery and return data to identify trends and anomalies, providing alerts for potential risks or opportunities for improvement.

A package moves through a 6-sided scanning tunnel at Fedex's Secondary 25 facility in Memphis, Tennessee. *Photo: Fedex*

Additionally, the tool suite offers sellers a comprehensive overview of tracking and return activities, allowing them to monitor operational trends. Businesses can also set parameters to automatically adjust return policies and enhance the customer return experience.

According to the corporation, these AI solutions aim to strengthen communication between sellers and buyers during the crucial last-mile delivery phase. "Customer loyalty often develops after a purchase, and the post-purchase experience plays a significant role in increasing customer lifetime value," said Jason Brenner, senior vice president of digital portfolio at Fedex.

Research consistently highlights the critical role of the last mile in building customer relationships. A Locus survey published last month revealed that 93% of US consumers believe delivery efficiency directly influences brand image.

Fedex Tracking+ and FedEx Returns+ are designed to integrate directly into a business's delivery experience, eliminating the need for customers to access a third-party platform. Jadah Hawkins, senior vice president and global head of retail and e-commerce at Alorica, noted that consumer expectations for the last mile are continuously rising.

"Customers have shifted from accepting general delivery estimates to demanding real-time accuracy and personalization. They expect GPS-level tracking, precise delivery windows, and control over how they receive updates," Hawkins explained.

Ngoc Minh (via Supply Chain Dive)