As part of Solutions Review’s Expert Insights Series—a collection of contributed articles written by industry experts in enterprise software categories—Anar Mammadov, the CEO of Senpex, explains what ChatGPT in logistics can mean for businesses, specifically around unlocking cost savings and competitive advantages.
Many businesses have begun to implement the artificial intelligence tool ChatGPT in their logistics operations, and companies in the industry have wondered how they can take advantage of this new technology in their work. Thankfully, the widely powerful nature of the tool means it can be applied in many ways. However, artificial intelligence (AI) technology is not a novel concept for the logistics industry. Indeed, AI programs have been essential to logistics operations for several purposes, from route optimization to automated dispatching. AI can process a large amount of data quickly, allowing these programs to complete these mundane—yet critical—tasks quicker and better than a human possibly could.
ChatGPT has revolutionized the customer experience in many industries, and the same will be true for logistics. The sector is highly client-focused, and since many clients in this space are B2B clients, they expect a high standard of service and quality from their logistics partners. Staying up to date with the most advanced technologies is a way to ensure that customers get the best experience possible.
Many in the logistics industry are focused on improving customer transparency, and part of transparency is the level of availability a business offers its customers. Does a customer feel they can receive an answer from the company when and how they need to? New technologies like ChatGPT can enhance the customer experience in a way that will make companies significantly more trustworthy.
Potential Applications of ChatGPT
One of the primary uses of ChatGPT in logistics has been customer service. ChatGPT can be integrated within a business’s website as a chatbot to be the first line of interaction a customer faces. With a knowledge base provided by the company of the most commonly requested information, the AI chatbot can immediately answer the most basic customer questions. This significantly decreases customer support volume, reducing wait times and allowing businesses to focus on more critical requests.
ChatGPT has also shown the potential to expedite and streamline the customer ordering process. For example, a chatbot powered by ChatGPT can collect an order from the customer online and send that information to the logistics company, eliminating the need for an employee to take orders. Furthermore, with additional integrations, a ChatGPT function like this can be instrumental in allowing businesses to implement ordering capabilities through text messages or voice assistants (such as Alexa or Siri).
Many businesses have also seen the opportunity to use ChatGPT on the business side to make their operations more efficient. For example, given the right prompt, ChatGPT can generate personalized messages that can be used to communicate with customers. These messages can then be relayed through automation to consumers, like giving them status updates on their orders. Although the text generated by ChatGPT must be checked and revised for accuracy and tone, the time spent on this process would be significantly less than synthesizing it from scratch.
How ChatGPT Will Benefit Logistics Businesses
The name of the game in the logistics industry is efficiency. In logistics, if you cannot deliver quickly, safely, and reliably, one of your competitors will. As such, it’s essential to keep up and take advantage of the competitive edge offered by these innovative new technologies, or else risk becoming obsolete. The most obvious benefit of implementing a technology such as ChatGPT into your logistics business model is substantial time savings. Given a prompt with sufficient detail, ChatGPT can generate a response almost instantaneously. Additionally, the program can be taught and adapted over time, allowing its responses to improve quality and better fit the organization’s unique needs.
However, ChatGPT also comes at a significant cost saving compared to many other standpoints. From a labor perspective, employing ChatGPT for mundane tasks allows human employees to devote their time to other functions more integral to bringing money into the organization. But from a purely technological perspective, investing in ChatGPT is significantly cheaper than implementing a unique solution for each problem it can solve.
As it has in so many other industries, ChatGPT has shown the potential to revolutionize the customer experience in the logistics sector. From offering increased transparency and more open communication to making the business’s operations more efficient and streamlined, logistics solutions will begin to realize the benefits of this powerful innovation and implement it into their businesses.