Evri Invests £1M in AI Strategy to Enhance Customer Service and Operations

Parcel delivery company Evri has announced a significant investment of £1 million into an artificial intelligence (AI) strategy aimed at enhancing customer service, optimizing workforce planning, and ensuring parcels are left in safe locations.

The strategy, developed in collaboration with AI consultancy Robiquity, is expected to drive substantial improvements in the company’s operations.

Evri, which handles the delivery of over 720 million parcels annually, plans to utilize AI to automate data collection and identify customer service issues in real-time. This will enable the company to address problems more swiftly and efficiently, ultimately improving the customer experience.

Additionally, AI will be employed to predict future demand, helping Evri to better plan and allocate resources.

A key component of the new strategy includes the use of AI to analyze potentially false claims. By examining geo-location data and photos taken by couriers, Evri aims to verify the accuracy of delivery claims and reduce instances of fraud.

Looking ahead, Evri has also announced plans to integrate augmented reality (AR) headsets into their training programs for couriers. This innovative approach is intended to enhance the training experience, making it more interactive and effective.

“We’re committed to supporting colleagues and helping them work smarter,” said Marcus Hunter, Chief Technology Officer at Evri. “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.”

Evri’s investment marks the latest example of companies leveraging AI to boost operational efficiency. A recent survey conducted by professional services firm EY found that many UK businesses are increasingly prioritizing internal AI investments. In the survey of 100 UK CEOs, half indicated that AI technology investments were their top strategic focus, surpassing all other areas.