The U.S. Postal Service is planning to integrate generative AI tools to enhance its customer service and responsiveness, as discussed by Marc McCrery at the Salesforce World Tour D.C. event. Following a significant rise in customer outreach during the COVID pandemic, the agency acknowledges the untapped potential of the vast data collected from those 100 million calls and 13 million service requests. By this summer, USPS plans to implement a cloud-based call center platform to facilitate natural language interactions, aiming to provide more precise information and faster resolutions for common customer inquiries about package statuses.
The USPS is looking to adopt generative AI to enhance customer experience and service delivery, as highlighted by Marc McCrery at the Salesforce event.
We haven't even come close to tapping the value of that data regarding the 100 million calls and 13 million service requests,
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