The U.S. Postal Service is looking to adopt generative artificial intelligence tools in the coming months to improve customer experience and service delivery, an agency official said during a keynote session at the Salesforce World Tour D.C. event on Wednesday
Marc McCrery — vice president for customer experience at USPS — said that, coming out of the COVID pandemic, the agency was receiving up to 100 million calls and 13 million service requests.
While he said the agency’s customer operations were “extremely efficient” at handling that influx of outreach, he said one concern was that the agency “hadn’t even come close to tapping the value of that data.”
Now, McCrery said USPS is working “to harness that data for the next best actions, with AI on the forefront” — a push that the agency expects to see come to fruition in a few months.