Evri, the UK’s largest dedicated parcel delivery company, has announced a £1 million investment in its artificial intelligence (AI) strategy to improve customer service and streamline parcel delivery operations. The investment aims to leverage AI for smarter data usage, enhanced parcel security, and optimised workforce productivity. Future plans include exploring augmented reality headsets for couriers.
Evri’s AI strategy focuses on three key areas. Firstly, it aims to improve customer service by automating data collection and issue identification, freeing up the customer service team for more complex tasks and faster resolutions. Secondly, it enhances parcel security using AI-powered tools to verify safe delivery locations and analyse claims data. This builds on Evri’s existing ParcelVision technology, which checks delivery photos in real-time. Lastly, Evri will optimise workforce planning by predicting future demands to ensure efficient staffing.
In collaboration with AI consultancy Robiquity, Evri has established an ‘AI Centre of Excellence’ and recruited top talent to spearhead its AI initiatives. Initial implementations have already shown improved outputs and optimised operations. Marcus Hunter, Chief Technology Officer at Evri, stated, “Our significant investment in AI underscores Evri’s commitment to continuous improvement and innovation. This strategy will empower our people and optimise our operations, ultimately enabling us to deliver a best-in-class experience for everyone we serve.”
Evri aims to utilise augmented reality headsets in the future to expedite courier training, allowing couriers to experience real-life scenarios and improve customer satisfaction. Hunter added, “We’re committed to supporting colleagues and helping them work smarter. AI will remove some of the mundane tasks, freeing them to focus on higher-value activities.”
James Procter, Chief Operating Officer at Robiquity, expressed enthusiasm for the partnership: “We are delighted with the opportunity to support such a forward-thinking and ambitious business as Evri. They have an unwavering vision that AI can transform how they operate, and ultimately provide huge benefit to their customers.”
Marcus Hunter was recently acknowledged in the top five of the CIO 100 Awards UK ranking.
