Smart home devices and B2C e-commerce: a way to reduce failed deliveries

Purpose Failed deliveries (i.e. not accomplished due to the absence of customers) represent a critical issue in B2C (Business-to-consumer) e-commerce last-mile deliveries, implying high costs for players and negatively affecting customer satisfaction. A promising option reduce them would be scheduling based on probability find customers at home. This work proposes solution presence data (gathered through Internet Things [IoT] devices) organise delivery tours, which aims both minimise travelled distance maximise Design/methodology/approach The adopted methodology is multi-method approach, interviews with practitioners. model developed applied Milan (Italy) compare performance proposed innovative traditional home (both terms cost success rate). Findings implies significant reduction missed if compared operating mode. Accordingly, even allocating time windows their availability profiles (APs) entails an increase total travel time, average per parcel decreases. Originality/value On academic side, this evaluates (LMD) that exploits new AI (Artificial Intelligence)-based technological trends. managerial it efficient effective novel use smart devices, has impact reducing increasing service level.