Exploring the opportunity of digital voice assistants in the logistics and transportation industry

Abstract

Purpose The logistics industry has benefited hugely from the growth of e-commerce. The logistics and transportation industry operators have realized that higher-quality service and logistics management provides the competitive edge as the primary channel of communication with consumers. Digital voice assistants (DVA) is an information system based on an artificial intelligence framework that can interact through voice, such that a deliveryman can query for or use information in a relatively short time. The purpose of this paper is to explore the value of DVA in logistic service. Design/methodology/approach This study aims to develop a framework for innovation and logistics service capabilities of logistics and transportation services to structure a model based on the analysis hierarchy process method to discuss the factors considered when adopting DVA. Findings The results of this study implied that common problem and expectations of current operators in the delivery of goods and their expectations of DVA. Practical implications Innovative operations and planning are possible with information technology-enabled logistic services. It is important to identify relevant DVA development avenues. Originality/value The purpose of this study is to show which factors are significant to the logistics and transportation industry using DVA to aid the deliverymen, and it provides guidance for manager evaluating adopted DVA and its object.