When UPS announced it was combining RFID technology and AI-powered tracking to provide near real-time package visibility, the goal was clear: AI and human support will handle more than 98% of customer service requests by the end of 2026.
In India, Delhivery launched SmartAssist, an AI-driven smart agent designed to automate Level 1 customer support and simplify operational workflows.
The logistics chatbot revolution is here.
The "Where's My Package?" Problem
"Where's my package?" is the most frequently asked question in logistics—and the most expensive to answer.
Each tracking inquiry consumes agent time, frustrates customers, and adds no value to the business.
UPS is rolling out a series of new AI-powered tools to improve package visibility, combining RFID technology and AI-powered tracking to provide near real-time package visibility.
What Logistics Chatbots Actually Do
Delhivery's SmartAssist, integrated into the Delhivery One platform, allows users to resolve operational queries and execute shipment-related actions in real time through a unified "conversation-to-action" interface, eliminating the need for manual ticketing.
Unlike traditional FAQ-based chatbots, the agent can perform system-level updates, enabling users to modify details such as bank account information and GSTIN records directly through the chat interface.
Shipwell released its Track & Trace AI Worker and In-App AI Assistant, providing intelligent logistics support that transforms how supply chain teams operate.
Shiprocket launched an AI-integrated MCP Server that allows AI agents to directly handle key operations—from checking shipping rates to tracking orders—using a single line of instruction.
The Multilingual Advantage
Delhivery's SmartAssist supports more than 12 languages, including English, Hindi, Bengali, Gujarati, Kannada, Malayalam, Marathi, Telugu, Tamil, Punjabi, Urdu, Arabic, and Nepali.
For a logistics company serving a diverse client base, multilingual support is not a luxury—it's a necessity.
The 98% Target
UPS's target of AI and human support handling more than 98% of customer service requests by the end of 2026 represents a fundamental shift in logistics customer service.
When 98% of requests are handled without human intervention, logistics companies can reallocate human agents to exception handling and complex issues.
How Instadesk Delivers Logistics Chatbots
Instadesk's chatbot platform is purpose-built for logistics.
With pre-built logistics intents for tracking, delivery status, and rescheduling, integration with order management and logistics systems, and 24/7 availability with instant response, logistics companies can deploy AI chatbots that handle 98% of inquiries.
Pay-as-you-go per-conversation pricing has no per-seat minimum.
Conclusion
UPS and Delhivery are proving that AI chatbots are the future of logistics customer service—with the 98% target, real-time tracking, and multilingual support.
Instadesk provides a purpose-built platform for logistics chatbots.
Start a free trial and achieve the 98% vision.
