Date: 2025-05-01 Page is: DBtxt003.php txt00028164
TECHNOLOGY
FEDEX CONSUMER SERVICE
Most 'bots' do not have the personality to do customer service well!
FEDEX CONSUMER SERVICE
Most 'bots' do not have the personality to do customer service well!
Original article:
Peter Burgess COMMENTARY
Peter Burgess
Fedex Bot:
Hello, I'm the FedEx Virtual Assistant. I'm here to help you with your questions regarding FedEx® services.
You:
In some ways, I think your tracking system for packages is amazing but ...
Fedex Bot:
It looks like you're entering a very long sentence. I might be able to understand if you rephrase your question in a simpler way.
You:
but the missing information for me is some reasonable estimate of when the package is going to arrive
Fedex Bot:
Did you mean…
- My package was not delivered
You:
The package has not arrived yet ... but it should arrive today, or tomorrow or the next day. When does Fedex PLAN to get it to my address ... and how should I plan my time over the next day or two or three?
Fedex Bot:
- FedEx commitment times vary depending on the service type.
- FedEx First Overnight® — commitment times are the next business day morning by 8, 8:30, 9 or 9:30 a.m. to most areas and by 10 a.m., 11 a.m. or 2 p.m. to extended areas.
- FedEx Priority Overnight® — commitment times are the next business day by 10:30 a.m. to most areas and by noon, 4:30 p.m. or 5 p.m. to some rural areas.
- FedEx Standard Overnight® — commitment times are the next business day in the afternoon by 3 p.m. to most areas and by 4:30 p.m. to some rural areas (by 8 p.m. to residences).
- FedEx 2Day® A.M.— commitment times are the second business day by 10:30 a.m. to most areas and by noon to rural areas.
- FedEx 2Day® — commitment times are the second business day by 4:30 p.m. to most areas (by 8 p.m. to residences).
- FedEx Express Saver® — commitment times are the third business day by 4:30 p.m. to most areas (by 8 p.m.to residences).
- FedEx Home Delivery® — commitments are not time specific, but day-definite. Delivery by the end of the scheduled delivery day, 7-days a week.
- FedEx Ground® —commitments are not time specific, but day-definite. Delivery by the end of the scheduled delivery day.
- FedEx International Priority®U.S. inbound commitment time is 10:30 a.m. or noon to many locations. Ship until close of business in Western Europe for next business day commitment time by 3 p.m. to major East Coast markets.
- FedEx Ground Economy, formerly known as FedEx SmartPost®, Monday – Saturday, delivery commitments are not time specific or day-definite. Delivery typically occurs within 2-7 business days to most areas.
Fedex Bot:
Did you find this information helpful? Yes No
You:
You know what shipment type is in play .... so does the shipper ... but I am customer that does not have this information
Fedex Bot:
Are you looking for…
- I missed my delivery, how can I get my package?
You:
I know you are a bot without an active brain ... but please pass on the message to a human being so that they can respond. I am an old man, but I designed systems for big organizations for a good number of years, and this question is one that should be addressed ... or does FedEX simply not care?
Fedex Bot:
It looks like you're entering a very long sentence. I might be able to understand if you rephrase your question in a simpler way.