Price comparison platform Parcelhero boosts customer support with new AI powered features

Parcelhero, a UK courier comparison platform, has announced new AI powered features, with the aim of offering faster, 24/7 assistance.

Roger Sumner-Rivers, Founder and CEO at Parcelhero, says: “We were founded on the principle that we would offer a “hero” service to customers of all levels, from the individual who only mails a parcel once a year, to large enterprise businesses.”

“Our new web platform, launched earlier this month, features new AI powered tracking, the industry’s fastest booking interface, and a host of new smart features designed to put senders in the driving seat. It’s this technology that has enabled us to introduce a range of new features designed to support customers at every stage of their shipment, from packaging advice to resolving potential customs delays.”

Chatbot

A new AI powered chatbot acts as the first point of contact for customer enquiries. This provides instant responses to common queries, helping customers resolve most issues within seconds.

Live chat

For questions that need a personal touch, users can move from the chatbot to a live agent within the same chat window.

Improved ticketed support

Parcelhero has also strengthened its ticketed support system. Customers can view their entire interaction history in one place - from the initial automated guidance and emails to follow up messages from a support agent.

Support for individuals and businesses

Both guest users and regular customers have access to help without needing to repeat information. Logged in users can contact support directly from their dashboard, with tracking details automatically linked to their query. The new Get Support button makes help available from any page - whether booking a delivery or checking packaging advice. 

“We’ve always believed that great service comes from combining smart technology with real human care. These new customer service features are about removing delays and giving senders quick, reliable support at every stage of their shipment,” says Sumner-Rivers.

2026 RTIH Innovation Awards

AI will be a key focus area at the 2026 RTIH Innovation Awards.

The awards are now open for entries and celebrate global retail technology innovation in a fast moving omnichannel world.

Our winners will be revealed at the 2026 RTIH Innovation Awards Ceremony, taking place at The HAC in Central London on Wednesday, 4th November.

Check out our 2025 winners here.

Our 2025 hall of fame entrants were revealed during a sold out event which took place at The HAC on 16th October and consisted of a drinks reception, three course meal, and awards ceremony presided over by award winning comedian, actress and writer Tiff Stevenson.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “This is the awards’ fifth year as a physical event. We started off with just 30 people at the South Place Hotel not far from here, then moved to London Bridge Hotel, then The Barbican, and last year RIBA’s HQ in the West End.”

“But I’m conscious of the fact that, to quote the legend that is Taylor Swift, You’re only as hot as your last hit, baby. So, this year we’ve moved to our biggest venue yet, and also pulled in our largest number of entries to date and broken attendance records.”

He added: “This year’s submissions have without doubt been our best yet. To quote one of the judges: The examples of innovative developments across both traditional and digital retail spaces were truly remarkable.”

Congratulations to our winners, and a big thank you to our sponsors, judging panel, the legend that is Tiff Stevenson, and all those who attended our 2025 gathering.