The Evri Group, on track to become the UK’s premier parcel delivery company, is embracing the power of artificial intelligence (AI) to transform its operations and improve customer satisfaction across the board.
Evri is collaborating with Amazon Web Services (AWS) to integrate first-to-market AI technology into its transformation strategy, helping the business to manage over 900 million parcels a year with greater precision.
Named ‘Veri Snap AI’, this innovation is an evolution of Evri’s existing Parcel Vision technology and automatically processes delivery photos taken on the doorstep by couriers, by using the Amazon Nova Lite generative AI model via Amazon Bedrock, a service that simplifies building and scaling generative AI applications. Evri takes around 90 million delivery photos every month and this innovation will enable Evri to check every delivery photo.
The technology will identify parcels in the photos to assess aspects including the location of the delivery and conditions of the parcel to confirm if it’s a compliant delivery. This will improve the compliance of delivery photos and enable a team to proactively investigate any instances where delivery photos don’t meet Evri’s expectations helping to improve the overall delivery experience for customers and support couriers. Overall, this will lead to an enhanced first-time customer experience and ensure high quality service for clients.
Evri trialled the technology with more than 20 million photos being checked and following its success, the business is now deploying the technology across its entire network. The new technology has already led to improvement in deliveries with additional training to couriers being provided.
In addition, there are already plans for future enhancements, which include being able to check, in real time, if a courier is taking a compliant photo and suggest where to leave parcels safely if not, based on previous successful deliveries.
Customers can take control of their deliveries by using the Evri app on iOS or Android to track a parcel, choose a safe place, preferred neighbour, or divert to a ParcelShop or Locker. The app will automatically add any parcels customers are due to receive, giving the quickest access to the latest parcel updates.
This move follows Evri’s announcement in June 2024 in which it shared plans for AI investment not totalling around £4m. By embracing AI, Evri continues to set a new standard for transparency and accuracy in parcel delivery, reinforcing its commitment to putting customers first. Evri has more than four million independent five-star Trustpilot reviews, an average courier rating of 4.6/5, reflecting a strong commitment to customer experience.
Alongside its investment in AI, and Lockers, Evri has also invested more than £36 million in its infrastructure, increasing the number of parcels it can handle every day, to 4.4 million per day.
Marcus Hunter, chief technology officer at Evri Group, said: “Harnessing AI through our collaboration with AWS and Databricks marks a pivotal moment in Evri’s AI transformation. Veri Snap AI allows us to proactively enhance the delivery experience for millions of customers, working towards a future where every parcel photo meets our standards. This innovation improves transparency and trust, whilst empowering our teams to focus on what matters most – delivering excellence.”
Richard Turnbull, UK&I head of manufacturing, automotive and logistics at Amazon Web Services, said: “We are delighted that Evri is expanding its use of AWS technologies and taking AI deeper into its business operations. By leveraging AI, generative AI, and the cloud to power new services like Veri Snap AI, Evri is able to deliver a better experience for both customers and its workforce. We look forward to working together with Evri as it looks to continue to embrace AI technology.”
