Uk parcel delivery company, Evri will invest £1 million in its AI strategy in a bid to transform its customer service and streamline the delivery process.
In a statement, the firm said the main aim of the investment will be to drive enhancements in customer service, including smarter use of data, enhanced parcel security and workforce productivity. In the future it also plans to explore and test the use of augmented reality headsets for couriers.
Evri’s AI strategy focuses on three key areas. First, 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 Evri’s customer service team to focus on resolving more complex issues, leading to faster resolutions and a consistently higher quality of service.
Second, by implenting AI-powered tools Evri plans to enhance parcel security. This incudes being 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 said it will use AI to optimise workforce planning by analysing data and predicting future demands. This will ensure the company has the right people in the right place at the right time, improving efficiency and delivery success rates.
Augmented Reality Headsets
Evri, working in collaboration with AI consultancy Robiquity, has created an ‘AI Centre of Excellence’ team to ensure it has the right people at the heart of the strategy.
“This strategy will empower our people and optimise our operations, ultimately enabling us to deliver a best-in-class experience for everyone we serve,” Marcus Hunter, Chief Technology Officer at Evri, said.
Evri is also planning to leverage augmented reality headsets in the future to significantly reduce the time it takes to bring in and train new couriers. As the situations couriers deal with on the doorstep can vary greatly, the company said it will explore the use of headsets for couriers to experience real-life scenarios and how best to deal with them to achieve customer satisfaction.
