UPS Expands AI Across Logistics Network With Digital Twin and Agentic Control Tower

UPS has expanded its use of artificial intelligence across customer service, logistics operations, and international shipping, introducing a suite of new capabilities that include a digital twin of its global network, agentic control tower functions, and AI-powered customs services.

The company announced the initiatives on June 18, positioning them as part of a broader effort to simplify operations and improve visibility across its logistics network. UPS said it has spent more than three years deploying AI technologies across its business and is now scaling those efforts to support customers and internal operations.

"After 118 years of reinventing logistics, we have entered a defining moment – using AI to simplify how we work across the enterprise, from customer acquisition and onboarding to how we plan, move and deliver," Carol B. Tomé, CEO of UPS, said in a statement.

UPS said AI and human support systems will handle more than 98% of customer service requests by the end of 2026 across digital and voice channels in more than 20 countries. The company is also introducing AI-powered shipment insights for customer support teams and a conversational AI experience through Happy Returns to simplify returns processing and reduce fraud.