Claims:1. A system (100) to manage last mile product delivery-related issues of customers comprising:
an issue receiving subsystem (110) configured to receive one or more customer issues associated with a product delivery in one or more formats via a user interface associated with a customer,
wherein the one or more customer issues comprises at least one of refund request of a customer, inoperativeness from a seller support, a product return request, an incorrect product delivered, urgent delivery request of a customer, seller’s contact details requested, prepaid order delivered without knowledge and acceptance by a customer or a combination thereof;
an issue analysis subsystem (120) operatively coupled to the customer issue receiving subsystem (110), wherein the issue analysis subsystem (120) is configured to:
determine a context of the one or more received customer issues upon recognition of a language by using a context understanding technique;
identify a turnaround time (TAT) corresponding to one or more determined customer issues based on comparison of the one or more received customer issues with one or more prestored customer issues stored in an issue repository;
an issue resolution subsystem (130) operatively coupled to the issue analysis subsystem (120), wherein the issue resolution subsystem (130) is configured to:
identify one or more stakeholders corresponding to the one or more determined customer issues upon identification of the turnaround time (TAT); and
generate one or more actionable insights corresponding to one or more identified stakeholders for resolution of the one or more determined customer issues respectively within an identified turnaround time (TAT) using a predefined set of rules,
wherein the predefined set of rules comprises a set of rules for resolution of the one or more determined customer issues corresponding to the one or more identified stakeholders based on consideration of a plurality of actionable parameters.
2. The system (100) as claimed in claim 1, wherein the one or more formats comprises at least one of a text format, an audio format or a combination thereof.
3. The system (100) as claimed in claim 1, wherein the recognition of the language of the one or more determined customer issues comprises recognition of the language by using a natural language processing technique.
4. The system (100) as claimed in claim 1, wherein the one or more stakeholders comprises at least one of a logistics partner, a seller or a combination thereof.
5. The system (100) as claimed in claim 6, wherein the plurality of actionable parameters comprises at least one of a status of an identified stakeholder, a code of an identified stakeholder, remark of an identified stakeholder or a combination thereof.
6. The system (100) as claimed in claim 1, further comprising an issue notification subsystem (140) operatively coupled to the issue resolution subsystem (130), wherein the issue notification subsystem (140) is configured to notify generated actionable insight to the one or more identified stakeholders via a plurality of notification means when breaching of the identified turnaround time (TAT) corresponding to the one or more stakeholders is determined in real-time.
7. A method (300) comprising:
receiving, by an issue receiving subsystem, one or more customer issues associated with a product delivery in one or more formats via a user interface associated with a customer, (310)
wherein the one or more customer issues comprises at least one of refund request of a customer, inoperativeness from a seller support, a product return request, an incorrect product delivered, urgent delivery request of a customer, seller’s contact details requested, prepaid order delivered without knowledge and acceptance by a customer or a combination thereof;
determining, by an issue analysis subsystem, a context of the one or more received customer issues upon recognition of a language by using a context understanding technique (320);
identifying, by the issue analysis subsystem, a turnaround time (TAT) corresponding to one or more determined customer issues based on comparison of the one or more received customer issues with one or more prestored customer issues stored in an issue repository (330);
identifying, by an issue resolution subsystem, one or more stakeholders corresponding to the one or more determined customer issues upon identification of the turnaround time (TAT) (340); and
generating, by the issue resolution subsystem, one or more actionable insights corresponding to one or more identified stakeholders for resolution of the one or more determined customer issues respectively within an identified turnaround time (TAT) using a predefined set of rules (350),
wherein the predefined set of rules comprises a set of rules for resolution of the one or more determined customer issues corresponding to the one or more identified stakeholders based on consideration of a plurality of actionable parameters.
8. The method (300) as claimed in claim 7, further comprising, notifying, by an issue notification subsystem, generated actionable insight to the one or more identified stakeholders via a plurality of notification means when breaching of the identified turnaround time (TAT) corresponding to the one or more stakeholders is determined in real-time.

Dated this 12th day of March 2020

Signature

Vidya Bhaskar Singh Nandiyal
Patent Agent (IN/PA-2912)
Agent for the Applicant
, Description:BACKGROUND
[0001] Embodiments of the present disclosure relate to a system for management of issues in an electronic commerce platform and more particularly to a system and a method to manage last mile product delivery related issues of customers.
[0002] Competition for the electronic-commerce revenue among sellers is fierce, and competitors are becoming both more numerous and more sophisticated. As a result, the sellers are under increasing pressure to quickly identify and implement any competitive advantage possible. In traditional retail venues innovative and exceptional customer service has proven to be a significant competitive advantage. The sellers have realised that they need to perfect the last mile delivery processes in order to be successful and to satisfy the customers in both the long and short term basis. Nowadays, the customers expect more from their delivery experiences than ever before which is taken care of by the sellers. The last-mile delivery service and return experiences offered by the sellers improves conversion rates, purchase activity and brand loyalty. Also, the last mile delivery process if properly managed resolves customer proximity, customer expectations and customer communication. Various systems are available which manages a number of last mile delivery challenges for the customers.
[0003] Conventionally, the system available for managing the challenges of the customers includes manging the challenges through involvement of manual intervention. However, such manual intervention of the conventional system leads to increase in generation of one or more errors. Also, such system leads to increase in number of shipments returns of products in the last mile delivery process due to logistic inefficiencies. Moreover, such conventional system also lacks in providing coordination between one or more stakeholders involved in the last mile delivery process.
[0004] Hence, there is a need for an improved system and a method to manage last mile product delivery related issues of customers.

BRIEF DESCRIPTION
[0005] In accordance with an embodiment of a present disclosure a system to manage last mile product delivery related issues of customers is disclosed. The system includes an issue receiving subsystem configured to receive one or more customer issues associated with a product delivery in one or more formats via a user interface associated with a customer. The system also includes an issue analysis subsystem operatively coupled to the issue receiving subsystem. The issue analysis subsystem is configured to determine a context of the one or more received customer issues upon recognition of a language by using a context understanding technique. The issue analysis subsystem is also configured to identify a turnaround time (TAT) corresponding to one or more determined customer issues based on comparison of the one or more received customer issues with one or more prestored customer issues stored in an issue repository. The system also includes an issue resolution subsystem operatively coupled to the issue analysis subsystem. The issue resolution subsystem is configured to identify one or more stakeholders corresponding to the one or more determined customer issues upon identification of the turnaround time (TAT). The issue resolution subsystem is also configured to generate one or more actionable insights corresponding to one or more identified stakeholders for resolution of the one or more determined customer issues respectively within an identified turnaround time (TAT) using a predefined set of rules.
[0006] In accordance with another embodiment, of the present disclosure, a method to manage last mile product delivery related issues of customers is disclosed. The method includes receiving, by an issue receiving subsystem, one or more customer issues associated with a product delivery in one or more formats via a user interface associated with a customer. The method also includes determining, by an issue analysis subsystem, a context of the one or more received customer issues upon recognition of a language by using a context understanding technique. The method also includes identifying, by the issue analysis subsystem, a turnaround time (TAT) corresponding to one or more determined customer issues based on comparison of the one or more received customer issues with one or more prestored customer issues stored in an issue repository. The method also includes identifying, by an issue resolution subsystem, one or more stakeholders corresponding to the one or more determined customer issues upon identification of the turnaround time (TAT). The method also includes generating, by the issue resolution subsystem, one or more actionable insights corresponding to one or more identified stakeholders for resolution of the one or more determined customer issues respectively within an identified turnaround time (TAT) using a predefined set of rules.
[0007] To further clarify the advantages and features of the present disclosure, a more particular description of the disclosure will follow by reference to specific embodiments thereof, which are illustrated in the appended figures. It is to be appreciated that these figures depict only typical embodiments of the disclosure and are therefore not to be considered limiting in scope. The disclosure will be described and explained with additional specificity and detail with the appended figures.
BRIEF DESCRIPTION OF THE DRAWINGS
The disclosure will be described and explained with additional specificity and detail with the accompanying figures in which:
[0008] FIG. 1 is a block diagram of a system to manage last mile product delivery related issues of customers in accordance with an embodiment of the present disclosure;
[0009] FIG. 2 illustrate a schematic representation of an exemplary embodiment of a system to manage last mile product delivery related issues of customers of FIG. 1 in accordance with an embodiment of a present disclosure;
[0010] FIG. 3 illustrates a block diagram of a computer server in accordance with an embodiment of the present disclosure; and
[0011] FIG. 4 is a flow chart representing the steps involved in a method to manage last mile product delivery related issues of customers of FIG. 1 in accordance with the embodiment of the present disclosure.
[0012] Further, those skilled in the art will appreciate that elements in the figures are illustrated for simplicity and may not have necessarily been drawn to scale. Furthermore, in terms of the construction of the device, one or more components of the device may have been represented in the figures by conventional symbols, and the figures may show only those specific details that are pertinent to understanding the embodiments of the present disclosure so as not to obscure the figures with details that will be readily apparent to those skilled in the art having the benefit of the description herein.
DETAILED DESCRIPTION
[0013] For the purpose of promoting an understanding of the principles of the disclosure, reference will now be made to the embodiment illustrated in the figures and specific language will be used to describe them. It will nevertheless be understood that no limitation of the scope of the disclosure is thereby intended. Such alterations and further modifications in the illustrated system, and such further applications of the principles of the disclosure as would normally occur to those skilled in the art are to be construed as being within the scope of the present disclosure.
[0014] The terms "comprises", "comprising", or any other variations thereof, are intended to cover a non-exclusive inclusion, such that a process or method that comprises a list of steps does not include only those steps but may include other steps not expressly listed or inherent to such a process or method. Similarly, one or more devices or sub-systems or elements or structures or components preceded by "comprises... a" does not, without more constraints, preclude the existence of other devices, sub-systems, elements, structures, components, additional devices, additional sub-systems, additional elements, additional structures or additional components. Appearances of the phrase "in an embodiment", "in another embodiment" and similar language throughout this specification may, but not necessarily do, all refer to the same embodiment.
[0015] Unless otherwise defined, all technical and scientific terms used herein have the same meaning as commonly understood by those skilled in the art to which this disclosure belongs. The system, methods, and examples provided herein are only illustrative and not intended to be limiting.
[0016] In the following specification and the claims, reference will be made to a number of terms, which shall be defined to have the following meanings. The singular forms “a”, “an”, and “the” include plural references unless the context clearly dictates otherwise.
[0017] Embodiments of the present disclosure relate to a system and a method to manage last mile product delivery related issues of customers. The system includes an issue receiving subsystem configured to receive one or more customer issues associated with a product delivery in one or more formats via a user interface associated with a customer. The system also includes an issue analysis subsystem operatively coupled to the issue receiving subsystem. The issue analysis subsystem is configured to determine a context of the one or more received customer issues upon recognition of a language by using a context understanding technique. The issue analysis subsystem is also configured to identify a turnaround time (TAT) corresponding to one or more determined customer issues based on comparison of the one or more received customer issues with one or more prestored customer issues stored in an issue repository. The system also includes an issue resolution subsystem operatively coupled to the issue analysis subsystem. The issue resolution subsystem is configured to identify one or more stakeholders corresponding to the one or more determined customer issues upon identification of the turnaround time (TAT). The issue resolution subsystem is also configured to generate one or more actionable insights corresponding to one or more identified stakeholders for resolution of the one or more determined customer issues respectively within an identified turnaround time (TAT) using a predefined set of rules.
[0018] FIG. 1 is a block diagram of a system (100) to manage last mile product delivery related issues of customers in accordance with an embodiment of the present disclosure. The system (100) includes an issue receiving subsystem (110) configured to receive one or more customer issues associated with a product delivery in one or more formats via a user interface associated with a customer. As used herein, the term ‘customer issues’ is defined as one or more complaints or problems of the customer related to one or more stakeholders associated a product delivery. In one embodiment, one or more customer issues may include at least one of refund request of a customer, inoperativeness from a seller support, a product return request, an incorrect product delivered, urgent delivery request of a customer, request for a seller’s contact details, prepaid order delivered without knowledge and acceptance by a customer or a combination thereof. In some embodiment, the one or more formats may include at least one of a text format, an audio format or a combination thereof. In such embodiment, the text format may include one or more issues arranged in the text format which are received via a web-based message, a text message and the like. In such embodiment, the web-message may be received from an online messaging platform such as WhatsApp R.
[0019] In one embodiment, the at least one of the refund request of the customer may include a request for refund of the at least one product in case of a size issue, quality issue, colour issue and the like. In such embodiment, the refund may be initiated to a source account within a predefined interval of time. In another embodiment, the inoperativeness from the seller support may include an ignorance or no responses for one or more customer’s calls or messages from the seller side. In yet another embodiment, the product return request may include a return request obtained from the one or more customers when the product have one or more problems or is disliked by the one or more customers. In one embodiment, the incorrect product delivered may include an issue faced by the one or more customers when a wrong product is delivered by an e-seller or a product is intentionally exchanged by a delivery personnel. In some embodiment, the urgent delivery request of the customer may include a request from the customer for delivery of the product in hurry during one or more occasions. In such embodiment, the urgent delivery request may include, but not limited to, delivery request of the product within a predefined interval of time or within one day to the customer. In such embodiment, for the urgent delivery request, the predefined interval of time may include the delivery of the product within 48hours to the customer.
[0020] In another embodiment, the request for the seller’s contact details may include an issue faced by the customer when the seller’s contact details such as phone number or email-id is unavailable for contacting. In yet another embodiment, prepaid order delivered without knowledge and acceptance by the customer may include an issue of the customer, when the customer is ignorant about the delivery of the prepaid order. The prepaid order sent by any acquaintance of the customer or if the payment of the order is already paid, then in such a scenario, if the order does not reaches the customers or the order is accepted by someone else it leads to an issue faced by the customer.
[0021] The system (100) also includes an issue analysis subsystem (120) operatively coupled to the issue receiving subsystem (110). The issue analysis subsystem (120) is configured to determine a context of the one or more received customer issues upon recognition of a language by using a context understanding technique. In one embodiment, the recognition of the language of the one or more determined customer issues may include recognition of the language by using a natural processing technique. The natural language processing technique understands the context of the one or more received customer issues in human language and processes it further to be understandable or interpreted by a computer.
[0022] The issue analysis subsystem (120) is also configured to identify a turnaround time (TAT) corresponding to one or more determined customer issues based on comparison of the one or more received customer issues with one or more prestored customer issues stored in an issue repository (not shown in FIG. 1). As used herein, the term ‘TAT’ is defined as a period of time from time of submission or proposal of a process to the time of the completion or resolution of the process. In one embodiment, the TAT may be identified to analyse the time taken for resolution of a customer issue.
[0023] The system (100) also includes an issue resolution subsystem (130) operatively coupled to the issue analysis subsystem (120). The issue resolution subsystem (130) is configured to identify one or more stakeholders corresponding to the one or more determined customer issues upon identification of the turnaround time (TAT). In one embodiment, the one or more stakeholders corresponding to the one or more determined issues may include at least one of a logistics partner, a seller or a combination thereof.
[0024] The issue resolution subsystem (130) is also configured to generate one or more actionable insights corresponding to one or more identified stakeholders for resolution of the one or more determined customer issues respectively within an identified turnaround time (TAT) using a predefined set of rules. In one embodiment, the predefined set of rules comprises a set of rules for resolution of the one or more determined customer issues corresponding to the one or more identified stakeholders based on consideration of a plurality of actionable parameters. In such embodiment, the plurality of actionable parameters may include at least one of a status of an identified stakeholder, a code of an identified stakeholder, remark of an identified stakeholder or a combination thereof. In some embodiment, the plurality of actionable parameters may be collected from a server through one or more methods. In such embodiment, the one or more methods may include a push method or a pull method.
[0025] In a specific embodiment, the system (100) further includes an issue notification subsystem (not shown in FIG. 1) operatively coupled to the issue resolution subsystem (130). The issue notification subsystem is configured to notify generated actionable insight to the one or more identified stakeholders via a plurality of notification means when breaching of the TAT corresponding to the one or more stakeholders is identified in real-time. In some embodiment, the plurality of notification means may include an automated call, a text message, a web-based message, an email and the like.
[0026] FIG. 2 illustrates a schematic representation of an exemplary embodiment of a system (100) to manage last mile product delivery related issues of customers of FIG. 1 in accordance with an embodiment of a present disclosure. The system (100) helps in managing a last mile delivery process with defined turnaround time which helps e-sellers and logistics partners to deliver shipment to buyers within stipulated amount of time and reduce shipment return to origin (RTO). For example, the system (100) identifies one or more stakeholders involved and exact reasons for shipment return in the last mile delivery process and upon identification, the system (100) enables coordination between the one or more stakeholders to reduce the shipment return and improve delivery ratio of the shipment.
[0027] Let us assume that a customer ‘X’ (105) ordered a product such as a t-shirt from an ecommerce website ‘Y’. Now, before the product gets out for delivery (OFD) from a seller’s ‘Z’ (108) place, a shipment status is sent to the customer ‘X’ (105) through one or more communication channels to keep the customer informed and updated. Once, the product reaches the customer ‘X’ (105) via a logistics partner ‘A’ (115), one or more customer issues associated with the product delivery are identified and received from the customer ‘X’ by an issue receiving subsystem (110). Here, the one or more customer issues me be received in one or more formats which may include either a text format, an audio format or a combination thereof. Once, the one or more customer issues are received, such one or more received issues are analyzed by an issue analysis subsystem (120) to determine the context by using a natural language understanding technique.
[0028] For example, if the customer ‘X’ (105) is facing an issue corresponding to an incorrect product delivered. In such a scenario, the issue analysis subsystem (120) is configured to identify a reason for the incorrect delivery. Here, the reason may include at least one of a delivery of an incorrect size of the t-shirt sent by mistake by a seller ‘Z’ (108), a different color of the t-shirt sent by the seller ‘Z’ (108), an intentional exchange of the product by a delivery personnel or a combination thereof. Here, upon analysis of the one or more reasons, a turnaround time (TAT) corresponding to the customer issue based on comparison of the received customer issue with a similar prestored customer issue stored in an issue repository (125) is identified.
[0029] Upon identification of the TAT by an issue resolution subsystem (130), one or more stakeholders associated with the customer issue are also identified. For example, the one or more stakeholders may include the seller or the logistics partner. Later, the issue resolution subsystem (130), also generates one or more actionable insights corresponding to one or more identified stakeholders for resolution of the customer issue respectively within an identified turnaround time (TAT) using a predefined set of rules. Here, the predefined set of rules includes a set of rules for resolution of the customer issues corresponding to the one or more identified stakeholders based on consideration of a plurality of actionable parameters. Here, the plurality of actionable parameters may include at least one of a status of an identified stakeholder, a code of an identified stakeholder, remark of an identified stakeholder or a combination thereof.
[0030] For example, for the incorrect delivery of the product, if the logistics partner (115) have given a fake remark that, ‘incorrect product delivered due to seller’s (108) mistake’. In such a case, the predefined set of rules tries to verify the authenticity of the remark provided by the logistics partner (115) for resolution of the customer issue. For such verification, the issue resolution subsystem (130) first fetches the plurality of actionable parameters from a cloud server by using a Pull method. Now, if the status provided by the logistics partner ‘A’ (115) is ‘pending’, code as ‘123’ and remark as ‘shipment attempted’, then immediately, the code provided by the logistics partner ‘A’ (115) is mapped with a prestored standard remark corresponding to the code. Here, the prestored standard remark corresponding to the standard remark is stored in a database. Again, upon mapping, if the standard remark shows that ‘in correct product delivered due to seller’s mistake’, then the seller (108) which is the stakeholder associated with the customer issue is sent an actionable insight.
[0031] But, if the issue resolution subsystem (130) identifies the standard remark as ‘Incorrect product delivered due to exchange of a product by delivery personnel’, then the fake remark by the logistics partner ‘A’ (115) is identified and such logistics partner ‘A’ further receives the actionable insight. Here, the actionable insight may be notified to the one or more identified stakeholders by an issue notification subsystem (140) via a plurality of notification means when breaching of the TAT corresponding to the one or more stakeholders is identified in real-time. For example, the plurality of notification means may include an automated call, a text message, a web-based message, an email and the like. Thus, an artificial intelligence driven approach helps in understanding the context of the customer input and inform the respective logistic partner or the seller about customer feedback through the plurality of notification means in order to take necessary action for managing the last mile delivery process.
[0032] FIG. 3 illustrates a block diagram of a computer server in accordance with an embodiment of the present disclosure. The server 200 includes processor(s) 230, and memory 210 operatively coupled to the bus 220.
[0033] The processor(s) 230, as used herein, means any type of computational circuit, such as, but not limited to, a microprocessor, a microcontroller, a complex instruction set computing microprocessor, a reduced instruction set computing microprocessor, a very long instruction word microprocessor, an explicitly parallel instruction computing microprocessor, a digital signal processor, or any other type of processing circuit, or a combination thereof.
[0034] The memory 210 includes a subsystem stored in the form of executable program which instructs the processor 230 to perform the method steps illustrated in FIG. 1. The memory 210 has following subsystem: an issue receiving subsystem (110), an issue analysis subsystem (120) and an issue resolution subsystem (130).
[0035] The issue receiving subsystem (110) is configured to receive one or more customer issues associated with a product delivery in one or more formats via a user interface associated with a customer. The issue analysis subsystem (120) is configured to determine a context of the one or more received customer issues upon recognition of a language by using a context understanding technique. The issue analysis subsystem (120) is also configured to identify a turnaround time (TAT) corresponding to one or more determined customer issues based on comparison of the one or more received customer issues with one or more prestored customer issues stored in an issue repository. The issue resolution subsystem (130) is configured to identify one or more stakeholders corresponding to the one or more determined customer issues upon identification of the turnaround time (TAT). The issue resolution subsystem (130) is also configured to generate one or more actionable insights corresponding to one or more identified stakeholders for resolution of the one or more determined customer issues respectively within an identified turnaround time (TAT) using a predefined set of rules.
[0036] The bus (220) as used herein refers to be internal memory channels or computer network that is used to connect computer components and transfer data between them. The bus (220) includes a serial bus or a parallel bus, wherein the serial bus transmit data in bit-serial format and the parallel bus transmit data across multiple wires. The bus (220) as used herein, may include but not limited to, a system bus, an internal bus, an external bus, an expansion bus, a frontside bus, a backside bus and the like.
[0037] FIG. 4 is a flow chart representing the steps involved in a method (300) to manage last mile product delivery related issues of customers of FIG. 1 in accordance with the embodiment of the present disclosure. The method (300) includes receiving, by an issue receiving subsystem, one or more customer issues associated with a product delivery in one or more formats via a user interface associated with a customer in step 310. In one embodiment, receiving the one or more customer issues associated with the product delivery may include receiving at least one of refund request of a customer, inoperativeness from a seller support, a product return request, an incorrect product delivered, urgent delivery request of a customer, seller’s contact details requested, prepaid order delivered without knowledge and acceptance by a customer or a combination thereof. In some embodiment, the one or more formats may include at least one of a text format, an audio format or a combination thereof.
[0038] The method (300) also includes determining, by an issue analysis subsystem, a context of the one or more received customer issues upon recognition of a language by using a context understanding technique in step 320. In one embodiment, determining the context of the one or more received customer issues upon recognition of the language may include determining the context of the one or more received customer issues by recognition of the language using a natural language processing technique.
[0039] The method (300) also includes identifying, by the issue analysis subsystem, a turnaround time (TAT) corresponding to one or more determined customer issues based on comparison of the one or more received customer issues with one or more prestored customer issues stored in an issue repository in step 330. The method (300) also includes identifying, by an issue resolution subsystem, one or more stakeholders corresponding to the one or more determined customer issues upon identification of the turnaround time (TAT) in step 340. In one embodiment, identifying the one or more stakeholders corresponding to the one or more determined customer issues may include identifying the one or more stakeholders which may include at least one of a logistics partner, a seller or a combination thereof.
[0040] The method (300) also includes generating, by the issue resolution subsystem, one or more actionable insights corresponding to one or more identified stakeholders for resolution of the one or more determined customer issues respectively within an identified turnaround time (TAT) using a predefined set of rules in step 350. In one embodiment, generating the one or more actionable insights corresponding to the one or more identified stakeholders for the resolution of the one or more determined customer issues respectively using the predefined set of rules may include generating the one or more actionable insights using the predefined set of rules for resolution of the one or more determined customer issues corresponding to the one or more identified stakeholders based on consideration of a plurality of actionable parameters. In such embodiment, the plurality of actionable parameters may include at least one of a status of an identified stakeholder, a code of an identified stakeholder, remark of an identified stakeholder or a combination thereof.
[0041] In a specific embodiment, the method (300) further includes notifying, by an issue notification subsystem, generated actionable insight to the one or more identified stakeholders via a plurality of notification means when breaching of the identified turnaround time (TAT) corresponding to the one or more stakeholders is determined in real-time. In some embodiment, the plurality of notification means may include an automated call, a text message, a web-based message, an email and the like.
[0042] Various embodiments of the present disclosure provides a system which improves the delivery ratio and reduces the chances of return to origin of the shipment.
[0043] Moreover, the present disclosed system also identifies the correct stakeholder corresponding to the customer issues and helps in resolution of the issue within a predetermined TAT for making the management of the last mile delivery process faster and less error prone.
[0044] Furthermore, the present disclosed system reduces cost of the system by avoiding the need for affording the manual assistance for collecting one or more customer issues and resolving such issues through manual intervention.
[0045] In addition to, the present disclosed system is a centralized engine which make sure that results, alerts and actions are being achieved within a predefined interval of time for resolution of the issues.
[0046] It will be understood by those skilled in the art that the foregoing general description and the following detailed description are exemplary and explanatory of the disclosure and are not intended to be restrictive thereof.
[0047] While specific language has been used to describe the disclosure, any limitations arising on account of the same are not intended. As would be apparent to a person skilled in the art, various working modifications may be made to the method in order to implement the inventive concept as taught herein.
[0048] The figures and the foregoing description give examples of embodiments. Those skilled in the art will appreciate that one or more of the described elements may well be combined into a single functional element. Alternatively, certain elements may be split into multiple functional elements. Elements from one embodiment may be added to another embodiment. For example, the order of processes described herein may be changed and are not limited to the manner described herein. Moreover, the actions of any flow diagram need not be implemented in the order shown; nor do all of the acts need to be necessarily performed. Also, those acts that are not dependent on other acts may be performed in parallel with the other acts. The scope of embodiments is by no means limited by these specific examples.