Parcelhero has introduced AI-based customer support features on its courier comparison platform, aiming to provide round-the-clock help with customer queries.

The update includes an AI chatbot, access to live agents within the same chat window, and changes to the ticketed support system. The tools are intended to handle support needs ranging from general questions and packaging advice to shipment issues and potential customs delays.

The chatbot serves as the first point of contact for customer enquiries and is designed to answer common questions quickly. If an issue cannot be resolved through automation, users can switch to a live support agent in the same window, allowing the conversation to continue without changing channels.

Parcelhero has also revised its ticketed support process to give customers a single record of their interactions, including automated guidance, email exchanges, and follow-up messages from support staff.

Support access has been expanded across the platform. Guest users and registered customers can contact support without re-entering the same information, while logged-in users can raise queries directly from their dashboard with tracking details attached automatically.

A new support button has been added across the site so users can seek help while booking deliveries or reviewing packaging information. The features follow the launch of a new web platform that also includes AI-based tracking and other tools for senders.

Roger Sumner-Rivers, Founder & Chief Executive Officer of Parcelhero, said: “Parcelhero was founded on the principle of offering a ‘hero’ service to customers at every level, from individuals who send a parcel once a year to large enterprise businesses. Our new web platform, launched earlier this month, features AI-powered tracking, the industry’s fastest booking interface, and a range of smart tools designed to put senders in control. That technology has enabled us to introduce new features that support customers at every stage of their shipment, from packaging advice to resolving potential customs delays.”

“A new AI-powered chatbot acts as the first point of contact for customer enquiries. We’ve dubbed it ‘AI hero’, and it provides instant responses to common queries, helping customers resolve most issues within seconds.”

“As advanced as the chatbot is, there are times when customers need to speak to a real person. For questions that require a personal touch, users can move directly from the chatbot to a live agent within the same chat window, keeping the conversation simple and uninterrupted. This ensures real-time help and faster issue resolution.”

“We have also strengthened our ticketed support system to improve continuity and communication for ongoing issues. 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.”

“Both guest users and regular customers can access help easily without repeating 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 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.”

Parcelhero says it serves millions of users each year through its parcel comparison and shipping platform. It operates in a market where support speed and visibility can affect both one-off consumer shipments and higher-volume business deliveries, particularly when bookings, tracking, and customs-related queries are handled through a single online service.

The latest changes reflect a wider shift among digital logistics and eCommerce service providers towards using automation for first-line support while retaining human agents for more complex cases. For parcel platforms, common customer issues include delivery status checks, documentation questions, packaging requirements, and claims follow-up, all of which can increase pressure on contact teams during peak demand periods.

By linking tracking information to queries from logged-in customers, Parcelhero is seeking to reduce the manual information gathering needed before a case can be reviewed. Presenting automated and human interactions in one thread also addresses a common complaint in online support systems, where customers must move across multiple channels to follow a case.

The support update comes alongside broader changes to Parcelhero’s website and booking journey, suggesting the company is trying to make customer service a more integrated part of the shipping process rather than a separate, reactive function.

Multiple Oxfordshire petrol stations have said the Government should reduce VAT on petrol and diesel as their profit margins collapse.

Fuel prices across the UK have seen a sharp increase since the US and Israel launched their initial strikes at Iran on February 28.

This is largely due to the closure of the Strait of Hormuz, an important shipping route to the south of Iran.

READ MORE: Broken traffic calming planter on Oxford road slammed as ‘dangerous’

Nick Allen, managing director at Sportif Suzuki in Long Hanborough said the week after the war began, they were told last minute that their diesel supply – usually between 34,000 and 38,000 litres – would be halved.

Although the business’ fuel levels have since returned to normal there have been other reports around Oxfordshire and the UK of fuel shortages.

Milton Service Station in Oxfordshire (Image: Google Maps)

A spokesperson for Sainsbury’s, which manages a number of forecourts, said: “We are actively monitoring stock levels in all locations and continuing to resupply sites where needed.”

Mr Allen’s business has also been hit by the dramatic increase in prices, which according to the RAC has been on average 25.5 per cent per litre for diesel and 13.7 per cent per litre for unleaded petrol between February 26 and March 27.

He explained that their station’s pricing is dependent on the terminal and is fixed weekly.

“We try our best to match the lowest prices in our area, but everyone’s pricing is dependent on different systems,” he said.

Normally they would look to around 4p or 5p per litre as a profit margin, but he said they were “very close to cost price at the moment”.

Martin Prew, owner of Milton Service Station, also said they were making little money on fuel, with their margins approximately halved.

President Donald Trump (Image: AP Photo/Julia Demaree Nikhinson)

“The margins are a lot thinner” he said, adding on overall prices: “Over the last six weeks the wholesale price is about 40p a litre more for diesel and a 20p rise for petrol.”

Both were critical of the government’s current refusal to reduce VAT, which is set at 20 per cent.

Mr Allen said: “There should be a temporary reduction on VAT and fuel duty. 

“At the moment, it is not right. Rachel Reeves talks about profiteering, but she should look at herself.”

Mr Prew said: “They are collecting more taxes than two months ago, and VAT is a big part of that. 

READ MORE: Firefighter who won £100K on The Chase spin-off show to run London Marathon

“If they could do a short-term subsidy on the duty that would make a vast difference.”

However, the government has rejected this view, suggesting that as energy prices rise, people cut back on other spending that would usually be subject to VAT.

As such, they said there is no ‘windfall’ in terms of revenue.

A government spokesperson said: “Millions of motorists filled up their cars and travelled over the Easter weekend.

“Our fuel system is robust and continues to work well.”

Donna Ford, an independent councillor for Bicester East, has launched a petition over growing concerns about the deteriorating condition of the Sainsbury’s store and the area outside in Pioneer Square Bure Place.

The petition has received more than 160 signatures.

She is calling on Simon Roberts, CEO of Sainsbury’s to personally visit the store and commit to a comprehensive fix plan.

She says it is “disheartening to see a prominent establishment lagging in providing high-quality services”.

READ MORE: Oxfordshire best celebrant named finalist for second year

She said: “Our local Sainsbury’s plays a crucial role in our community, serving countless families who depend on it for their daily shopping needs.

“Unfortunately, over time, the condition of the store has deteriorated significantly, affecting both the shopping experience and the store’s contribution to the community’s image.”

Rubbish outside of Sainsbury’s in Bicester (Image: Donna Ford)

By Mr Roberts visiting the store in-person, he will be able to witness first-hand the obstacles the community faces.

His intervention, working alongside staff and local leaders to draft a realistic and impactful plan for improvement, could pave the way for transformative change.

Ms Ford added: “Our local Sainsbury’s plays a crucial role in our community, serving countless families who depend on it for their daily shopping needs.

“Bicester deserves a store that mirrors the vibrancy and pride of our town.

“A revitalized Sainsbury’s would not only uplift the spirits of its dedicated customers but also attract new visitors, contributing positively to Bicester’s growth and economy.”

Sainsbury’s has been contacted for comment.