Case Study: Evri improves courier onboarding with AND Digital's AI chatbot

Evri uses AND Digital to onboard 7k couriers with an AI chatbot

Evri, a UK-based parcel delivery company, faces significant seasonal spikes in demand, requiring the annual onboarding of approximately 7,000 new couriers. To improve retention and scale their support capabilities without proportionally increasing support staff, they partnered with AND Digital to explore an AI-powered chatbot solution named Elmo.

AND Digital rapidly developed a robust chatbot prototype for Evri, enhancing it through phases of productionization, quality improvement, and feature enhancements. This solution enabled real-world testing and provided clear metrics, allowing Evri to validate their hypothesis and build a data-driven business case for further investment. The project also successfully upskilled the Evri Innovation Team in both generative AI technology and agile delivery practices.

Evri