Intra-city logistics firm GoGoX is integrating artificial intelligence (AI) into business operations to transform its workflow – from receiving orders to planning and allocating routes for drivers, matching of drivers with specific job orders and all designed to deliver enhanced efficiencies across the entire platform delivery eco-system.
GoGoX's chief technology officer, Young Tae Do told iTnews Asia that integrating AI is one of the highlights of the company's digital transformation, and has developed three key AI-powered solutions to transform the way driver-partners and customers interact with GoGoX platform.
One of the first AI use case is the Order Assignment (OA) feature, which automatically assigns drivers their pickup and delivery assignments without human intervention.
Based on data available, the systems match and personalise drivers with specific job orders, routes, and customer experience history.
While previously, drivers would pick and choose orders at any time, on any route – the OA calculates the most efficient route at any given time, taking into consideration variables including traffic congestion and feedback from previous customer interactions.
It matches specific delivery items with driver-partners, for instance if they have a history of delivering highly sensitive, expensive items.
The OA feature has recently been rolled out in Hong Kong, and is being fine-tuned for future implementations in other markets, Young said.
GoGoX is an on-demand delivery platform based in Asia, which focuses on the transportation of freight and goods both intercity and intracity.
Connecting individual customers and businesses directly to driver-partners and couriers for their delivery needs, GoGoX has a presence in 360 cities and a fleet of over 6 million registered drivers across Hong Kong, Mainland China, Singapore, South Korea, Vietnam, and India.
It has planned for last-mile delivery optimisation with technologies like cloud, AI and machine learning, analytics to achieve better speed and improved efficiencies, and thus enhancing customer experiences.
GoGoX decided to embark on the AI journey with massive amount of data accumulated in over a decade of operations.
"This is a clear advantage for training and fine-tuning our AI models and offering personalisation, which would help us deliver better driver-partner and customer experiences," he added.
Other initiatives
The other AI solutions currently in development and beta-tested for integration into the GoGoX delivery platform are Resource Allocation Optimisation (RAO), which automatically allocates resources based on the number of job orders received and the AI Virtual Assistant (AVA) that includes the deployment of chatbots using popular messaging platforms, and voice assistants to enable higher support levels.
AVA addresses customer's queries, quotation requests, complaints, new orders, generate relevant photos, visuals and offer multi-language support.
Young said the company has built a pricing engine to offer customers fair pricing in peak season or under the bad weather, without impacting the business.
He added that GoGoX is also working on an income experiment to maintain a stable income for driver partners.
Speaking on the future plans, the CTO said the current AI projects are far from being perfect, and being "able to deploy them at scale with zero error remains our focus."
He looks forward to implement Internet of Things (IoT) for real-time tracking, blockchain for transparent and secure transactions, and robotics for automated deliveries.
“Automotive technology such as electric vehicles and autonomous driving is another area of interest for logistics. We can adopt these advancements at scale and with zero-error confidence to enhancing efficiency," he added.
