Business & Technology
Parcelhero adds AI support chat for round-the-clock help
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.
Business & Technology
Network Rail will not reopen Botley Road early despite completion
Gas network company SGN confirmed it had repaired three minor gas leaks and left the site on Monday, August 3, six days earlier than expected.
The leaks were discovered during excavation works last month and contributed to the pushing back of the road’s reopening date, yet again, to September 20.
The completion of the gas mains replacement marked a significant step forward in the wider Oxford Station improvement project, which was originally budgeted at £161 million but is now expected to cost at least £237 million.
The development prompted hopes that Botley Road, closed beneath the rail bridge since April 2023, could reopen earlier than planned.
However, Network Rail has moved to manage expectations, saying the project remains on course to meet its existing target date rather than finish ahead of schedule.
A Network Rail spokesperson said: “We’re pleased that SGN has completed its gas mains replacement work.
“While this is an important milestone, it doesn’t necessarily mean the overall project will finish early as some remaining work is dependent on access to the railway, which we have had to rearrange to enable the replacement of the gas main.
“Our focus remains on meeting our planned deadline of 20 September for reopening Botley Road to traffic.”
While the completion of the gas works removes one of the most recent obstacles facing the scheme, Network Rail says further work under the bridge and around the station is still needed before the route can reopen to traffic.
Business & Technology
40-year-old Oxfordshire gymnastics club at risk of closure due to heat
The club is currently struggling in the summer heat, and has launched a new fundraiser to keep its gymnasts safe.
The club, which is based at Grove House Barn near Warkworth in Banbury, launched the fundraiser so it could buy and install four air conditioning units to keep its space cool.
Currently, the club hopes to raise £7,000 through the appeal so it can buy four 10kW air conditioning units and cover all the installation costs.
So far, the club has raised £380.
Karl Wade, director of Wade Gymnastics, said the club has become “increasingly warm” during the summer months due to the rising temperatures.
READ MORE: Thames Water leakage targets are ‘not realistic’ says boss after pay rise
Wade Gymnastics at Grove House Barn in Banbury (Image: Google Maps)
“Despite our best efforts to keep doorways and shutters open, it becomes very uncomfortable for gymnasts to play and train,” Mr Wade said.
He added: “The safety of our gymnasts and coaches is always our utmost priority.
“Unfortunately, the risk of having to close the business during these hot spells is increasing and we need to have more effective ways of keeping everyone cool.
“An air conditioning system would allow the business to stay open during those extreme hot conditions and continue to provide classes for everyone who attends.”
The gym currently delivers classes seven days a week for around 900 people, which range from toddlers to athletes competing at national level.
The gym club was founded more than four decades ago by Ruth Wade and, for the past 20 years it has been based at its current facility.
Business & Technology
Solihull Council appoints ICS.AI for AI discovery phase
SOFIAH NICHOLE SALIVIO
News Editor
Solihull Council has appointed ICS.AI to deliver the first phase of an AI Transformation Discovery programme to examine how artificial intelligence could be used across several resident-facing services.
The 24-week programme will review opportunities in Adult Social Care, Children’s Services, Economy & Infrastructure, and Public Health. It is intended to help the council decide where AI could be used and where future spending should be directed.
In this first phase, ICS.AI will assess the council’s readiness for AI and identify use cases across the four service areas. The programme is expected to produce a prioritised shortlist of about 200 use cases, including 50 validated from a finance perspective, alongside a longer-term AI Transformation Roadmap.
The work is intended to create an evidence base before any wider implementation decisions are taken. Ethics, privacy, and safeguarding will be considered throughout the assessment process.
Discovery phase
ICS.AI will use its AI Target Operating Model framework to review Solihull’s current position across five dimensions before ranking opportunities. The outputs will be based on council-owned baseline data and reviewed by public sector specialists.
The approach reflects a broader pattern among local authorities exploring AI in service delivery while facing pressure to justify spending and manage risks around data use and public accountability. Councils have also been seeking clearer business cases before committing to larger technology programmes.
Solihull said the discovery exercise would support a measured approach to service modernisation. The authority wants to identify where AI could improve services for residents while also demonstrating value for money.
“We are committed to taking a well-considered and planned approach to modernising the services we provide. By building a strong evidence base for future decisions, this programme will help us understand where the greatest AI opportunities exist. We will then be able to prioritise those improvements that will deliver the greatest benefit for residents, while ensuring full value for the council,” said Councillor Dave Pinwell, Cabinet Portfolio Holder for Resources, Solihull Council.
Public sector focus
ICS.AI said the Solihull engagement builds on work it has carried out with more than 20 public sector organisations using its AI transformation and discovery assessments. Those organisations include Derby City Council.
The company focuses on AI projects for the public sector, where interest has increased as authorities look for ways to manage demand pressures in social care, public health, and other frontline services. At the same time, councils are under scrutiny to show that new technology investments are proportionate and supported by practical evidence.
Dwayne Johnson, Chief Local Government Officer at ICS.AI, said local authorities need stronger justification before committing funds. “Local authorities need confidence that every investment is backed by robust evidence and long-term value for residents. Solihull Council is taking the right approach by starting with a structured discovery programme that builds a clear understanding of priorities before decisions are made. By developing finance-validated business cases and a practical roadmap, the council can be more proactive in the decisions it makes,” he said.
The programme’s initial outputs are expected to give Solihull a ranked view of where AI could be applied across services, the level of organisational readiness, and which projects may warrant further consideration. This first phase is focused on identifying options rather than moving directly into deployment.
For local government leaders, that distinction is becoming increasingly important as councils test AI in areas that affect vulnerable residents and essential public services. In Solihull’s case, the work spans some of the authority’s most visible functions, including care services, children’s provision, public health activity, and parts of local infrastructure planning.
The council aims to use the findings to inform later investment decisions through finance-validated business cases and a practical roadmap for future priorities.
-
Business & Technology3 weeks agoHSBC UK & Visa test AI shopping with live payments
-
Business & Technology3 weeks agoValarian lands USD $50 million backing for sovereign AI
-
Business & Technology4 weeks agoMouser warns against viral hacks to cool overheating phones
-
Oxford News4 weeks agoNew romantasy bookshop attracts queues of customers
-
Business & Technology4 weeks agoSNP & Palantir launch AI tools for SAP transformations
-
Business & Technology4 weeks agoKane tops England influencer rankings after Mexico win
-
Traffic & Transport4 weeks ago‘I felt my spine and body split’: the woman who was hit by a child on a Lime bike – and denied compensation | Ebikes
-
Oxford News4 weeks agoDWP now checking bank accounts for Universal Credit and Pension Credit
