How ML and AI Alert FedEx to Problems Early
FedEx has applied advanced machine learning across its business operations, implementing tools from Microsoft Azure such as Azure Databricks, Azure Machine Learning and Azure Data Factory, as well outside solutions that integrate easily with Azure, such as GitHub.
Anthony Norris, senior vice president of IT for global platforms and customer solutions at FedEx Services, explains that machine learning has taken its data intelligence to the next level, serving as a kind of canary in the coal mine to warn leaders about systemic challenges or problems with individual deliveries. “Machine learning can help us predict whether a package is going off track and we need to intercede,” Norris says. “It’s a huge value proposition to our customers.”
At a higher level, the system helps FedEx uncover broader challenges. For example, during the 2022 holiday period, issues with deliveries requiring customer signatures accounted for 25 percent of calls to FedEx’s call center, Gibson says, even though only 2 percent of its deliveries require such signatures. “That showed us that something wasn’t right with that experience, and we have teams who are able to take that insight and improve our operations,” he says.