Parcel delivery firm Evri announces £1 million investment in AI strategy to drive enhancements in customer service

UK parcel delivery company, Evri, has announced a £1 million investment in its artificial intelligence (AI) strategy.

The focus here is on driving enhancements in customer service, including smarter use of data, enhancing parcel security and optimising workforce productivity, while in the future Evri will also explore and test the use of augmented reality headsets for couriers.

Evri's AI strategy focuses on three key areas.First, it says it will improve customer service, as AI will simplify, speed up and improve the consistency of its parcel delivery services by automating simple data collection and identification of issues.

This will in turn free up the customer service team to focus on resolving more complex issues.

Second, it will enhance parcel security through AI powered tools. Using AI, Evri will be able to more quickly identify, on the doorstep, if a parcel is being left in a highly safe place – as the tech will analyse data against previous delivery photos.

The enhancements will also analyse claims data, and automatically check geo-location and delivery photos to identify potentially false claims. This builds on Evri’s existing ParcelVision technology, which checks every photo couriers take, in real-time, to ensure the quality of delivery photos.

Finally, Evri will use AI to optimise workforce planning by analysing data and predicting future demands.

The company, working in collaboration with AI consultancy Robiquity, has created a ‘AI Centre of Excellence’ team.

Marcus Hunter, Chief Technology Officer at Evri, says: "Our significant investment in AI underscores our 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. It demonstrates that Evri is a tech-forward business and a really exciting place for new talent to work – we want to be the number one parcel delivery company globally."

“We put a real focus on intelligent automation in the middle of 2023, and we have been supported by Robiquity for the start of this exciting journey. The team at Robiquity have been crucial in building the foundations – allowing us to move at pace with implementing the early stages of our strategy.”

“The significant benefits achieved through Intelligent Process Automation in the first six months have given us the platform to explore other AI, with a view to implementing later technologies to help shape the future of our business.”

Hunter comments: "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. Our AI strategy proves we're committed to deploying cutting-edge tech and we're quick to market.”

“Moreover, the chosen AI technology has been evolving for 15 years, providing a proven track record that gives Evri confidence in its investment. Evri is a disruptor in the logistics industry known for its ability to deliver parcels quickly, efficiently, and often at a lower cost than competitors.”

James Procter, Chief Operating Officer at Robiquity, says: “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.”

“We are already seeing massive benefits delivered in the first six months, with much more to come. This is testament to the partnership approach adopted between us. We are looking forward to supporting Evri on their applied AI roadmap and celebrating further successes along the way.”