FedEx expands last-mile support with AI
The new tools automate order and refund queries while providing merchants with data insights to improve post-purchase customer experience.
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FedEx has introduced two AI-powered tools designed to improve visibility and communication during the last mile of delivery.
The new solutions, FedEx Tracking+ and FedEx Returns+, were developed in partnership with ParcelLab. The tools aim to help merchants automatically respond to common customer queries, such as “Where is my order?” and “Where is my refund?”
FedEx said the embedded AI can detect patterns and anomalies in delivery and returns data, enabling merchants to identify potential issues earlier. The system also provides insights across tracking and returns activity to help businesses monitor trends.
Also Read: Salesforce Partners With FedEx eCommerce Services
Merchants can configure automation rules around returns policies and customer experience adjustments. The tools are designed to operate within a shipper’s own branded environment, rather than redirecting customers to third-party platforms.
Jason Brenner, senior vice president of digital portfolio at FedEx, said the post-purchase experience plays a key role in customer loyalty and long-term value.
Industry research indicates that delivery performance significantly influences brand perception. A recent survey by Locus found that 93% of US consumers said a company’s delivery performance directly impacts how they view a brand.
Customer expectations around last-mile tracking have increased, with demand for real-time updates and greater transparency. Jadah Hawkins, senior vice president and global market leader for retail and e-commerce at Alorica, said brands must provide precise tracking and flexible communication options to meet evolving expectations.
For merchants, the introduction of AI-powered tracking and returns management reflects growing investment in automation tools designed to strengthen customer experience beyond the point of sale.
Also Read: FedEx, Microsoft Launch Cross-Platform Logistics As A Service
