[{"data":1,"prerenderedAt":707},["ShallowReactive",2],{"uc-parcel-tracking-and-delivery-exception-agent":3,"uc-regulations":495},{"useCase":4,"evidence":215,"blitsAiDeployments":369,"benchmarks":370,"indicative":392,"related":395,"indexability":493,"includeUnpublished":221},{"title":5,"shortTitle":6,"seoTitle":7,"metaDescription":8,"status":9,"definition":10,"aliases":11,"industries":17,"functions":19,"patterns":22,"channels":27,"audience":33,"autonomy":34,"adoptionStage":35,"problem":36,"problemStats":37,"howItWorks":48,"valueDrivers":49,"kpis":54,"indicativeValue":61,"macroEstimates":101,"feasibility":102,"implementation":116,"risk":162,"blitsAi":193,"faq":195,"related":205,"datePublished":210,"dateModified":210,"lastVerified":210,"changelog":211,"slug":214},"AI agent for parcel tracking and delivery exceptions","Parcel tracking and delivery exceptions","AI agents for parcel tracking and redelivery","AI agents answer 'where is my parcel' questions and rebook or redirect deliveries. Chronopost says its agent Léonard resolves 85% of simple requests end to end.","published","An AI agent that answers \"where is my parcel\" and resolves delivery exceptions for parcel carriers and postal operators, such as missed deliveries, redelivery or a change of address or pickup point, delays, customs holds and lost or damaged parcel claims, on chat, messaging and phone, and hands disputes and claims above set limits to a human with the tracking history attached.",[12,13,14,15,16],"where is my parcel chatbot","redelivery assistant","delivery chatbot","parcel tracking assistant","courier customer service bot",[18],"logistics-and-transportation",[20,21],"customer-service","operations",[23,24,25,26],"conversational-agent","voice-agent","agentic-workflow","classification-and-routing",[28,29,30,31,32],"web-chat","voice","whatsapp","mobile-app","sms","customer-facing","supervised-agent","early-adopters","\"Where is my parcel\" questions are a large share of what a carrier's contact centre handles:\nChronopost says routine enquiries such as parcel tracking and delivery times make up 40 per cent\nof its incoming contacts. Many of those contacts come from someone who is not the carrier's customer: the\nrecipient did not choose the carrier, often does not have an account and only has a tracking\nnumber. Volumes follow ecommerce peaks (Evri calls the weeks from Black Friday to just before\nChristmas its busiest period of the year), so contact centres are busiest exactly when the\nnetwork is under the most pressure.\n\nThe answer is usually already in the tracking data, but tracking events are written for the\nnetwork, not for people (\"exception, consignee not available\", \"held at depot\"). What the\nrecipient wants is an action: deliver it tomorrow, leave it with a neighbour, send it to a\npickup point, pay the customs duty, or open a claim because the parcel is damaged or never\narrived. A first generation chatbot could show the tracking page; an agent connected to the\ndelivery management system can change the delivery, and knows when a claim or a complaint needs\na person.\n\nThis page covers the carrier's side: the recipient contacting the parcel company. The retailer's\nside, where the shopper asks the web shop about an order, a delivery change or a return, is\ncovered by the order status and returns agent.",[38,43],{"statement":39,"sourceTitle":40,"sourceUrl":41,"year":42},"Chronopost reports that routine enquiries such as parcel tracking and delivery times represent 40 per cent of its incoming contacts.","CX Award Innovation: Chronopost Wins Gold for AI Agent","https://www.geopost.com/en/news/chronopost-wins-gold-cx-award-for-ai-driven-service/",2026,{"statement":44,"sourceTitle":45,"sourceUrl":46,"year":47},"Evri describes the period from Black Friday in late November to just before Christmas Day as its busiest period of the year for parcels.","Evri dials up new automated phone line to quickly connect customers to UK advisors, as part of a £46m total investment","https://www.evri.com/press/evri-dials-up-new-automated-phone-line",2023,"1. **Identify the parcel.** The agent takes a tracking number, a phone number or an order\n   reference, and on messaging channels it can start from the notification the recipient already\n   received.\n2. **Translate the tracking.** It reads the scan events and the network status (depot, route,\n   weather or peak delays) and explains in plain language where the parcel is and what happens\n   next, including a realistic delivery window.\n3. **Offer the delivery options.** Within the carrier's rules and the shipper's settings, it\n   offers redelivery on another day, a safe place or neighbour, a pickup point or locker, or a\n   change of address, and confirms the change in the delivery management system.\n4. **Handle exceptions.** For customs holds it explains what is needed and links to payment of\n   duties; for damaged, late or missing parcels it collects the details and photos and opens a\n   claim or an investigation with the right team.\n5. **Hand over well.** Claims above set values, suspected fraud or theft, complaints and\n   repeated failures go to a human agent with the tracking history and what the agent already\n   tried.",[50,51,52,53],"cost-to-serve","customer-experience","speed","inclusion-and-access",[55,56,57,58,59,60],"containment-rate","contact-deflection","response-time-reduction","interactions-handled","customer-satisfaction","first-contact-resolution",{"referenceOrg":62,"inputs":63,"formula":96,"currency":97,"period":98,"resultLabel":99,"caveat":100},"A parcel carrier delivering 200 million parcels a year",[64,70,77,84,89],{"key":65,"label":66,"low":67,"high":67,"unit":68,"note":69},"parcels","Parcels delivered per year",200000000,"parcels per year","The reference carrier.",{"key":71,"label":72,"low":73,"high":74,"unit":75,"note":76},"contactRate","Assisted customer contacts per parcel",0.01,0.03,"contacts per parcel","Editorial assumption; replace with your own contact rate.",{"key":78,"label":79,"low":80,"high":81,"unit":82,"note":83},"trackingShare","Share of contacts about tracking, delivery times and delivery changes",0.4,0.5,"fraction of contacts","The low end matches Chronopost, which reports that routine enquiries such as parcel tracking and delivery times make up 40 per cent of incoming contacts. The high end, which adds delivery change requests, is an editorial assumption; replace with your own contact reasons.",{"key":85,"label":86,"low":81,"high":87,"unit":82,"note":88},"containment","Share of those contacts the agent resolves",0.8,"Conservative against the benchmark on this page (Chronopost reports 85 per cent of simple requests resolved end to end).",{"key":90,"label":91,"low":92,"high":93,"unit":94,"note":95},"costPerContact","Cost of a human handled contact",2,5,"EUR per contact","Editorial assumption for a blended phone and chat contact. Replace with your own fully loaded cost.","parcels * contactRate * trackingShare * containment * costPerContact","EUR","per year","Human handled contact cost avoided","Gross avoided contact cost only. It leaves out the cost of running the AI and the integrations, fewer failed deliveries from redelivery and redirect options, lower claim handling cost and the effect on shippers who choose carriers partly on recipient experience.",[],{"complexity":103,"complexityNote":104,"dataPrerequisites":105,"integrations":110},"medium","Tracking answers are straightforward once scan events are mapped to plain language. The work is in the actions (redelivery, redirect, safe place, claims) through the delivery management system, verification of the recipient, the shipper's restrictions and peak season load.",[106,107,108,109],"Tracking events and exception codes mapped to plain language explanations and next steps","Delivery options and restrictions per shipper and product (signature, age check, high value)","Claim rules (liability limits, evidence needed, deadlines) with an owner","Contact reasons by tracking status from the contact centre",[111,112,113,114,115],"Track and trace and the delivery management system (redelivery, redirect, pickup point, safe place)","Claims and investigations system","Customs and duty payment for cross border parcels","Notification platform (SMS, email, messaging, app)","Contact centre platform for handover with the tracking history",{"steps":117,"guardrails":136,"humanInTheLoop":142,"kpisToInstrument":143,"failureModes":149},[118,121,124,127,130,133],{"title":119,"detail":120},"Start from the contact reasons","Take a year of contact reasons and split them by tracking status. Most \"where is my parcel\" contacts map to a handful of statuses; write the explanation and the allowed next actions for each.",{"title":122,"detail":123},"Connect the actions, not just the tracking page","Integrate redelivery, change of delivery point, safe place and claim intake with the delivery management system, with the shipper's restrictions applied (for example no redirect for age restricted or high value goods).",{"title":125,"detail":126},"Separate recipients from shippers","Recipients need tracking and delivery changes; business shippers need bulk status, pickups, invoices and claims. Give them different authentication and different allow lists.",{"title":128,"detail":129},"Plan for peak and bad weather","Load test at peak season volume and prepare network wide messages (weather, strikes, depot backlogs) that the agent uses to answer honestly instead of repeating an estimate that has already slipped.",{"title":131,"detail":132},"Guard the brand","Put input and output guardrails on every turn and test the agent against provocation and prompt injection, with a regression set that runs after every model or prompt change.",{"title":134,"detail":135},"Test before customers do","Build test conversations per tracking status, per exception and per language, including claims the rules do not allow and attempts to redirect someone else's parcel, and run them on every change.",[137,138,139,140,141],"Delivery changes only through an allow list of actions, respecting the shipper's restrictions and proof of delivery rules","Verification (tracking number plus postcode or a one time code) before changing a delivery or showing the full address","Claims above a set value, suspected theft or fraud, and complaints go to a human","Input and output guardrails against abuse, prompt injection and off brand answers, tested after every change","Personal data (names, addresses, phone numbers) masked in logs and model prompts","Humans handle claims above the agent's limit, investigations of missing parcels, suspected fraud and complaints. A team reviews a sample of contained conversations each week, watches handover reasons during peak, and approves every new action or change to claim rules.",[144,145,146,147,148],"Containment per tracking status and per exception, counting repeat contacts within seven days as not contained","Share of delivery changes completed by the agent and the delivery success rate after a change","Handover rate and handover reasons, especially during peak weeks","Customer satisfaction on contained conversations versus human handled ones","Claims opened by the agent that were later rejected or reopened",[150,153,156,159],{"title":151,"detail":152},"The assistant says something that becomes the story","A customer provokes the bot into swearing or criticising the company and the screenshots go viral, as happened to DPD in January 2024 after a system update. Keep guardrails on every turn and rerun adversarial tests after every update.",{"title":154,"detail":155},"Estimates that are not true","The agent repeats a delivery estimate the network already missed. Use network status and exception events, and say when a date is uncertain.",{"title":157,"detail":158},"Changing the wrong parcel","A redirect is made by someone who is not the recipient. Verify before any change and respect the shipper's restrictions.",{"title":160,"detail":161},"Containment that is really abandonment","The recipient gives up and complains to the retailer or on social media. Measure repeat contacts across the carrier and the retailer where you can, and satisfaction per status.",{"euAiAct":163,"regulations":166,"guidance":170,"controls":182,"incidents":188},{"tier":164,"basis":165},"limited","Article 50(1): an assistant that talks directly with recipients must be designed so they know they are interacting with an AI system, unless that is obvious from the context. It is not high risk: explaining tracking, changing a delivery and taking in a parcel claim fall under none of the Annex III areas (it does not decide on public assistance benefits, creditworthiness, insurance pricing or employment), and it involves no practice prohibited by Article 5.",[167,168,169],"eu-ai-act","gdpr","uk-gdpr",[171,177],{"title":172,"issuer":173,"region":174,"url":175,"note":176},"Article 50, transparency obligations for providers and deployers of certain AI systems","European Union","europe","https://artificialintelligenceact.eu/article/50/","Recipients must be informed that they are interacting with an AI system unless this is obvious from the context.",{"title":178,"issuer":179,"region":174,"url":180,"note":181},"Parcel companies, complaints and where to get help","Ofcom","https://www.ofcom.org.uk/make-a-complaint/complain-about-postal-services/parcelforce","Ofcom rules require UK parcel delivery companies such as DPD and Evri to have a complaints procedure, and its complaints guidance (in effect from 1 April 2023) says complainants should be told the channels, the process and how long it takes, and that trained staff handle the complaint. The agent's complaint handover should follow that procedure.",[183,184,185,186,187],"AI disclosure at the start of every conversation","Verification before any delivery change, with an audit trail of who changed what","Guardrail and adversarial regression tests rerun after every system, model or prompt update","Claim and compensation limits per action, with human approval above them","Monitoring of handover reasons and complaints during peak weeks",[189],{"title":190,"url":191,"note":192},"Incident 631: Chatbot for DPD Malfunctioned and Swore at Customers and Criticized Its Own Company","https://incidentdatabase.ai/cite/631/","In January 2024 a customer tracing a parcel got the DPD UK chatbot to swear and criticise the company after a system update; DPD disabled the AI element. Guardrails and regression tests must be rerun after every update, not only at launch.",{"howToBuild":194},"On Blits.ai this is an **AI agent** with **custom functions** that call the carrier's track and\ntrace, delivery management and claims APIs, and a **knowledge base** with delivery options,\nclaim rules and network notices, retrieved with hybrid search. Redelivery, redirect and claim\nintake run as **flows** with deterministic steps, a verification step and photo upload through\nthe receive attachment block, so a change is only made when the rules allow it; the agent\nexplains the tracking and answers open questions.\n\nThe same agent serves **web chat, WhatsApp, SMS and voice**, with streaming speech and DTMF\ninput on the phone, and replies in the recipient's language. **Guardrails** check every input\nand output against abuse and prompt injection, **PII masking** protects names and addresses,\nand **human handover** passes the tracking history to the contact centre. **Test suites** with\nadversarial conversations run after every change and **monitors** run on a schedule, and\n**analytics** with custom dashboard widgets and conversation level satisfaction ratings can break results down by\ntracking status. The platform is model agnostic, with EU\nand UAE data residency.",[196,199,202],{"question":197,"answer":198},"How many parcel contacts can an AI agent resolve?","Chronopost reports that its agent Léonard resolves 85 per cent of simple requests end to end with 40 per cent faster responses, and that routine enquiries such as parcel tracking and delivery times make up 40 per cent of incoming contacts. Hermes UK (now Evri) reported 432,000 chats with its chatbot Holly between its November 2018 launch and October 2019, and a 50 per cent reduction in contacts to customer service operatives.",{"question":200,"answer":201},"What went wrong with the DPD chatbot?","In January 2024, after a system update, a customer got the DPD UK chatbot to swear and criticise the company, and DPD disabled the AI element. The lesson is to keep output guardrails on every turn and to rerun adversarial tests after every update.",{"question":203,"answer":204},"How is this different from an order status agent?","The carrier's agent serves recipients who often have no account and only a tracking number, and it changes the delivery itself. A retailer's order status agent serves its own shoppers and also handles cancellations, returns and refunds.",[206,207,208,209],"order-status-and-returns-agent","outbound-reminder-and-confirmation-agent","complaints-handling-agent","first-line-contact-centre-agent","2026-09-27",[212],{"date":210,"note":213},"First published","parcel-tracking-and-delivery-exception-agent",[216,255,273,306,341],{"title":217,"useCases":218,"organization":219,"vendors":223,"summary":227,"stage":228,"year":42,"channels":229,"languages":230,"metrics":231,"outcomeDisclosed":241,"sources":242,"verification":250,"grade":252,"id":253,"organizationSlug":254},"Chronopost: Léonard autonomous AI agent for parcel tracking and delivery requests",[214],{"name":220,"anonymized":221,"country":222,"region":174,"industry":18},"Chronopost",false,"FR",[224],{"name":225,"role":226},"Chronopost Robot Factory","in-house","Chronopost, a French parcel carrier and business unit of the Geopost group, runs Léonard, an autonomous generative AI agent developed with its internal Robot Factory. It handles routine enquiries such as parcel tracking and delivery times, which together make up 40 per cent of incoming contacts, takes actions directly in operational systems and pre qualifies complex cases for customer advisors. It won a Gold CX Award for innovation in June 2026, when Geopost said the rollout would extend across all services from July 2026.","production",[],[],[232,239],{"kpi":55,"value":233,"unit":234,"qualifier":235,"period":236,"claimant":237,"quote":238,"sourceUrl":41},85,"percent","exact","simple requests","organization","Chronopost achieves 40 per cent faster response times and resolves 85 per cent of simple requests end to end with its autonomous agent, Léonard.",{"kpi":57,"value":240,"unit":234,"qualifier":235,"claimant":237,"quote":238,"sourceUrl":41},40,true,[243,246],{"url":41,"title":40,"publisher":244,"date":245},"Geopost","2026-06-11",{"url":247,"title":248,"publisher":244,"date":249},"https://www.geopost.com/en/news/geopost-puts-ai-and-smart-infrastructure-at-the-heart-of-delivery-innovation-at-vivatech-2026/","Geopost puts AI and smart infrastructure at the heart of delivery innovation at VivaTech 2026","2026-06-10",{"level":251,"checkedAt":210},"source-verified","B","chronopost-leonard-ai-customer-service-agent",null,{"title":256,"useCases":257,"organization":258,"vendors":261,"summary":262,"stage":228,"year":263,"channels":264,"languages":265,"metrics":266,"outcomeDisclosed":221,"sources":267,"verification":271,"grade":252,"id":272,"organizationSlug":254},"PostNL: renewed chatbot and conversational AI in customer service",[214],{"name":259,"anonymized":221,"country":260,"region":174,"industry":18},"PostNL","NL",[],"PostNL, the Dutch postal and parcel company, reports in its 2025 annual report that it renewed its customer service chatbot and introduced conversational AI to support service agents, to give faster and more consistent answers to common questions such as \"where is my parcel?\", and that it migrated to a new integrated conversational platform. The report names the chatbot Daan, available around the clock, and states PostNL's ambition to become an AI first organisation.",2025,[],[],[],[268],{"url":269,"title":270,"publisher":259},"https://annualreport.postnl.nl/app/uploads/2026/02/PostNL-Annual-Report-2025.pdf","PostNL Annual Report 2025",{"level":251,"checkedAt":210},"postnl-chatbot-and-conversational-ai-customer-service",{"title":274,"useCases":275,"organization":276,"vendors":279,"summary":280,"stage":228,"year":281,"channels":282,"languages":283,"metrics":284,"outcomeDisclosed":221,"sources":285,"verification":304,"grade":252,"id":305,"organizationSlug":254},"DPD Germany: Red, an AI chatbot for parcel status, redirection and shipping",[214],{"name":277,"anonymized":221,"country":278,"region":174,"industry":18},"DPD Deutschland","DE",[],"DPD Germany launched Red in October 2019, an AI controlled chatbot on dpd.de that lets parcel recipients check the status of a shipment on desktop and mobile, with a link to the service team when it cannot answer. Red later added redirection options and a deposit permission (leave the parcel without a signature), and from 2021 it also lets shippers and recipients book a parcel shipment. DPD Belgium runs a similar consignee chatbot, launched as Phil in 2020 and replaced by the self learning Ruby in 2022.",2019,[28],[],[],[286,291,295,300],{"url":287,"title":288,"publisher":289,"date":290},"https://www.dpd.com/de/en/news/digitaler-innovationsfuhrer-legt-nach-dpd-startet-ki-basierten-chatbot-2/","Digital innovation leader adds new service: DPD launches AI-based chatbot","DPD","2019-10-23",{"url":292,"title":293,"publisher":289,"date":294},"https://www.dpd.com/de/en/news/weiterentwicklung-des-chatbots-red-kann-jetzt-auch-pakete-versenden/","Further development of the chatbot: Red can now also send parcels","2021-02-03",{"url":296,"title":297,"publisher":298,"date":299},"https://www.dpd.com/be/en/news/meet-ruby-dpd-s-self-learning-chatbot/","Meet Ruby, DPD's self-learning chatbot","DPD Belgium","2022-03-01",{"url":301,"title":302,"publisher":298,"date":303},"https://www.dpd.com/be/en/news/digital-innovation-leader-adds-new-service-dpd-belgium-belux-launches-consignee-chatbot/","DPD Belgium launches consignee chatbot","2020-04-03",{"level":251,"checkedAt":210},"dpd-germany-red-consignee-chatbot",{"title":307,"useCases":308,"organization":309,"vendors":312,"summary":313,"stage":228,"year":314,"channels":315,"languages":316,"metrics":318,"outcomeDisclosed":241,"sources":328,"verification":339,"grade":252,"id":340,"organizationSlug":254},"Evri (formerly Hermes UK): Holly parcel chatbot and voice assistant",[214],{"name":310,"anonymized":221,"country":311,"region":174,"industry":18},"Evri","GB",[],"Hermes UK, now Evri, launched an AI chatbot called Holly in November 2018 to automate parcel tracking, signature questions, diversions and confirmation of delivery for recipients. In 2023 it added a voice assistant on a dedicated phone line that identifies the caller's active parcels from their phone number and routes them, with an automatic callback within 24 hours; the release says the phone line complements a recently introduced chat service. Evri's November 2024 release credits a new chatbot and the callback feature with a marked increase in consumer satisfaction. The sources do not say whether Holly itself still runs.",2018,[28,29],[317],"en",[319,325],{"kpi":58,"value":320,"unit":321,"qualifier":235,"period":322,"claimant":237,"quote":323,"sourceUrl":324},432000,"count","from the November 2018 launch to October 2019","Since the initial Chatbot launch in November, Holly has had a total of 432,000 chats resulting in a reduction of contacts to customer service operatives by 50%.","https://www.evri.com/press/feedback-shows-hermes-customers-focus-is-delivering",{"kpi":56,"value":326,"unit":234,"qualifier":235,"period":327,"claimant":237,"quote":323,"sourceUrl":324},50,"contacts to customer service operatives, November 2018 to October 2019",[329,332,335],{"url":324,"title":330,"publisher":310,"date":331},"Feedback Shows Hermes' Customers Focus is Delivering | Evri","2019-10-17",{"url":46,"title":333,"publisher":310,"date":334},"Evri dials up new automated phone line to quickly connect customers to UK advisors, as part of a £46m total investment | Evri","2023-11-10",{"url":336,"title":337,"publisher":310,"date":338},"https://www.evri.com/press/evri-delivers-record-year-and-significant-investment-in-customer-service","Evri Delivers Record Year & Customer Service Investment | Evri","2024-11-18",{"level":251,"checkedAt":210},"evri-holly-parcel-chatbot-and-voice-assistant",{"title":342,"useCases":343,"organization":344,"vendors":346,"summary":347,"stage":348,"year":349,"channels":350,"languages":351,"metrics":352,"outcomeDisclosed":221,"sources":353,"verification":366,"grade":367,"id":368,"organizationSlug":254},"DPD UK: AI element of the customer service chatbot disabled after it swore at a customer",[214],{"name":345,"anonymized":221,"country":311,"region":174,"industry":18},"DPD UK",[],"DPD UK had used an AI element in its online customer service chat for several years. In January 2024, after a system update, a customer trying to trace a parcel got the chatbot to swear, call itself useless and criticise the company, and the screenshots spread widely on social media. DPD said an error occurred after the update and that the AI element was immediately disabled and being updated.","paused",2024,[28],[317],[],[354,359,364],{"url":355,"title":356,"publisher":357,"date":358},"https://www.bbc.com/news/technology-68025677","DPD error caused chatbot to swear at customer","BBC News","2024-01-19",{"url":360,"title":361,"publisher":362,"date":363},"https://www.theguardian.com/technology/2024/jan/20/dpd-ai-chatbot-swears-calls-itself-useless-and-criticises-firm","DPD AI chatbot swears, calls itself 'useless' and criticises delivery firm","The Guardian","2024-01-20",{"url":191,"title":190,"publisher":365},"AI Incident Database",{"level":251,"checkedAt":210},"C","dpd-uk-chatbot-ai-element-disabled",1,[371,377,382,387],{"kpi":56,"label":372,"unit":234,"aggregate":241,"higherIsBetter":241,"n":369,"nUpTo":373,"median":326,"min":326,"max":326,"byClaimant":374,"vendorOnly":221,"points":375},"Contact deflection",0,{"organization":369,"vendor":373,"regulator":373,"independent":373},[376],{"evidenceId":340,"organization":310,"value":326,"qualifier":235,"claimant":237,"grade":252,"pooled":241},{"kpi":55,"label":378,"unit":234,"aggregate":241,"higherIsBetter":241,"n":369,"nUpTo":373,"median":233,"min":233,"max":233,"byClaimant":379,"vendorOnly":221,"points":380},"Containment rate",{"organization":369,"vendor":373,"regulator":373,"independent":373},[381],{"evidenceId":253,"organization":220,"value":233,"qualifier":235,"claimant":237,"grade":252,"pooled":241},{"kpi":58,"label":383,"unit":321,"aggregate":221,"higherIsBetter":241,"n":369,"nUpTo":373,"median":320,"min":320,"max":320,"byClaimant":384,"vendorOnly":221,"points":385},"Interactions handled",{"organization":369,"vendor":373,"regulator":373,"independent":373},[386],{"evidenceId":340,"organization":310,"value":320,"qualifier":235,"claimant":237,"grade":252,"pooled":241},{"kpi":57,"label":388,"unit":234,"aggregate":241,"higherIsBetter":241,"n":369,"nUpTo":373,"median":240,"min":240,"max":240,"byClaimant":389,"vendorOnly":221,"points":390},"Response time reduction",{"organization":369,"vendor":373,"regulator":373,"independent":373},[391],{"evidenceId":253,"organization":220,"value":240,"qualifier":235,"claimant":237,"grade":252,"pooled":241},{"low":393,"high":394},800000,12000000,[396,420,436,461],{"slug":206,"title":397,"shortTitle":398,"definition":399,"status":9,"industries":400,"functions":404,"patterns":405,"audience":33,"autonomy":34,"adoptionStage":407,"evidenceCount":93,"publicEvidenceCount":93,"organizations":408,"bestGrade":252,"headline":414,"lastVerified":419,"indexable":241},"AI agent for order status, delivery changes and returns","Order status and returns","An AI agent that answers \"where is my order\", changes delivery details and arranges returns, exchanges and refunds end to end for online and omnichannel shoppers, by reading and writing to the order, carrier and returns systems within the retailer's policy, and hands exceptions such as damaged goods, disputes and upset customers to a person.",[401,402,403],"cross-industry","retail-and-ecommerce","payments",[20,21],[23,25,24,406],"rag-knowledge-assistant","mainstream",[409,410,411,412,413],"BARK","Best Buy","Klarna","Next","Sun & Ski Sports",{"kpi":59,"label":415,"unit":234,"n":92,"nUpTo":373,"kind":416,"value":417,"qualifier":235,"claimant":418,"organization":409,"vendorReported":241},"Customer satisfaction","reported",98,"vendor","2026-09-26",{"slug":207,"title":421,"shortTitle":422,"definition":423,"status":9,"industries":424,"functions":427,"patterns":428,"audience":33,"autonomy":34,"adoptionStage":35,"evidenceCount":93,"publicEvidenceCount":430,"organizations":431,"bestGrade":252,"headline":254,"lastVerified":419,"indexable":241},"AI agent for outbound reminders and confirmations by voice and messaging","Outbound reminders and confirmations","An AI agent that contacts customers about something they already booked or ordered (an appointment, a delivery, a reservation or a service visit) to remind them, confirm attendance and let them cancel or move it in the same conversation, by phone, SMS, WhatsApp or email. It is operational service outreach, not marketing: nothing is sold, and success is measured in kept appointments and reused slots, not in conversion.",[401,425,426],"healthcare","government",[20,21],[24,23,25,429],"prediction-and-scoring",4,[432,433,434,435],"Sheffield Children's NHS Foundation Trust","University Hospitals Coventry and Warwickshire NHS Trust","U.S. Department of Veterans Affairs","WellSpan Health",{"slug":208,"title":437,"shortTitle":438,"definition":439,"status":9,"industries":440,"functions":444,"patterns":447,"audience":450,"autonomy":451,"adoptionStage":35,"segment":452,"evidenceCount":92,"publicEvidenceCount":92,"organizations":453,"bestGrade":252,"headline":456,"lastVerified":210,"indexable":241},"AI agent for complaints recognition, investigation and response","Complaints handling","An AI agent that recognizes when a customer interaction is a complaint, logs it against the regulatory definition, classifies its root cause and severity, gathers the evidence, drafts the acknowledgement and the response for a human handler to approve, and tracks every statutory deadline until the case is closed.",[401,441,403,442,443],"banking","insurance","telecommunications",[445,20,446],"case-management","regulatory-compliance",[26,448,449,25,406],"summarization","content-generation","employee-facing","copilot","middle-office",[454,455],"Lloyds Banking Group","NatWest Group",{"kpi":457,"label":458,"unit":459,"n":369,"nUpTo":373,"kind":416,"value":93,"qualifier":460,"claimant":237,"organization":454,"vendorReported":221},"time-saved-per-task","Time saved per task","minutes","approximately",{"slug":209,"title":462,"shortTitle":463,"definition":464,"status":9,"industries":465,"functions":468,"patterns":469,"audience":33,"autonomy":34,"adoptionStage":407,"segment":470,"evidenceCount":471,"publicEvidenceCount":472,"organizations":473,"bestGrade":252,"headline":489,"lastVerified":210,"indexable":241},"AI agent for first line contact centre service","First line contact centre","An AI agent that answers the first line of inbound customer contact on phone, chat and messaging, resolves general and routine questions end to end in the customer's own language, and routes everything complex, sensitive or regulated to the right human team with the context attached.",[401,441,403,443,466,402,467],"travel-and-hospitality","wealth-and-asset-management",[20],[23,24,406,26],"front-office",25,18,[474,475,476,477,478,479,480,481,411,482,483,455,484,485,486,487,488],"Air India","Airbnb","Bank of America","Bank of the Philippine Islands","BT Group","Commonwealth Bank of Australia","Ingka Group","JetBlue","Lufthansa Group","Mobily","Pegasus Airlines","Telkomsel","Together Credit Union","Vodafone Germany","Vodafone",{"kpi":55,"label":378,"unit":234,"n":490,"nUpTo":373,"kind":491,"value":492,"qualifier":235,"claimant":254,"organization":254,"vendorReported":221},7,"median",47,{"indexable":241,"reasons":494},[],[496,501,506,514,522,528,534,540,548,554,561,567,574,581,587,592,599,605,611,617,623,629,635,640,645,652,659,664,670,677,683,689,696,701],{"id":167,"label":497,"issuer":173,"region":174,"url":498,"description":499,"useCases":500,"indexable":241},"EU AI Act","https://eur-lex.europa.eu/eli/reg/2024/1689/oj","Regulation (EU) 2024/1689: risk based rules for AI systems, with obligations for high risk systems listed in Annex III and transparency duties under Article 50.",197,{"id":168,"label":502,"issuer":173,"region":174,"url":503,"description":504,"useCases":505,"indexable":241},"GDPR","https://eur-lex.europa.eu/eli/reg/2016/679/oj","General Data Protection Regulation, including Article 22 on decisions based solely on automated processing.",180,{"id":507,"label":508,"issuer":509,"region":510,"url":511,"description":512,"useCases":513,"indexable":241},"iso-42001","ISO/IEC 42001","ISO and IEC","global","https://www.iso.org/standard/81230.html","The international management system standard for AI.",110,{"id":515,"label":516,"issuer":517,"region":518,"url":519,"description":520,"useCases":521,"indexable":241},"nist-ai-rmf","NIST AI Risk Management Framework","NIST","north-america","https://www.nist.gov/itl/ai-risk-management-framework","Voluntary US framework to map, measure, manage and govern AI risk, with a generative AI profile.",83,{"id":523,"label":524,"issuer":173,"region":174,"url":525,"description":526,"useCases":527,"indexable":241},"dora","DORA","https://eur-lex.europa.eu/eli/reg/2022/2554/oj","Digital Operational Resilience Act for financial entities: ICT risk, incident reporting and third party risk, including AI providers.",66,{"id":169,"label":529,"issuer":530,"region":174,"url":531,"description":532,"useCases":533,"indexable":241},"UK GDPR","Information Commissioner's Office","https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/","The UK's version of the GDPR, including rules on solely automated decisions.",64,{"id":535,"label":536,"issuer":537,"region":174,"url":538,"description":539,"useCases":492,"indexable":241},"uk-consumer-duty","FCA Consumer Duty","Financial Conduct Authority","https://www.fca.org.uk/firms/consumer-duty","UK rules that require firms to deliver good outcomes for retail customers, including through automated channels.",{"id":541,"label":542,"issuer":543,"region":544,"url":545,"description":546,"useCases":547,"indexable":241},"mas-ai-risk-management","MAS AI risk management guidelines","Monetary Authority of Singapore","asia-pacific","https://www.mas.gov.sg/news/media-releases/2025/mas-guidelines-for-artificial-intelligence-risk-management","Singapore's supervisory expectations for AI risk management at financial institutions, building on the FEAT principles.",36,{"id":549,"label":550,"issuer":551,"region":544,"url":552,"description":553,"useCases":471,"indexable":241},"apra-cps-230","APRA CPS 230","Australian Prudential Regulation Authority","https://www.apra.gov.au/operational-risk-management","Australian operational risk standard covering critical operations and material service providers.",{"id":555,"label":556,"issuer":557,"region":510,"url":558,"description":559,"useCases":560,"indexable":241},"pci-dss","PCI DSS","PCI Security Standards Council","https://www.pcisecuritystandards.org/","Security standard for any system that stores, processes or transmits cardholder data.",20,{"id":562,"label":563,"issuer":564,"region":518,"url":565,"description":566,"useCases":560,"indexable":241},"us-sr-11-7","SR 11-7 model risk management","Federal Reserve and OCC","https://www.federalreserve.gov/boarddocs/srletters/2011/sr1107.htm","US supervisory guidance on model risk management, applied by banks to AI and machine learning models.",{"id":568,"label":569,"issuer":570,"region":174,"url":571,"description":572,"useCases":573,"indexable":241},"uk-atrs","UK Algorithmic Transparency Recording Standard","UK Government","https://www.gov.uk/government/collections/algorithmic-transparency-recording-standard-hub","Mandatory transparency records for algorithmic tools used by UK central government.",16,{"id":575,"label":576,"issuer":577,"region":510,"url":578,"description":579,"useCases":580,"indexable":241},"fatf-recommendations","FATF Recommendations","Financial Action Task Force","https://www.fatf-gafi.org/en/publications/Fatfrecommendations/Fatf-recommendations.html","Global standards for anti money laundering and counter terrorist financing that national rules implement.",15,{"id":582,"label":583,"issuer":173,"region":174,"url":584,"description":585,"useCases":586,"indexable":241},"eu-amlr","EU Anti Money Laundering Regulation","https://eur-lex.europa.eu/eli/reg/2024/1624/oj","Regulation (EU) 2024/1624: the single EU rulebook for customer due diligence, beneficial ownership and suspicious transaction reporting.",14,{"id":588,"label":589,"issuer":173,"region":174,"url":590,"description":591,"useCases":586,"indexable":241},"nis2","NIS2 Directive","https://eur-lex.europa.eu/eli/dir/2022/2555/oj","Directive (EU) 2022/2555 on cybersecurity for essential and important entities, including telecom networks, energy and public administration.",{"id":593,"label":594,"issuer":595,"region":518,"url":596,"description":597,"useCases":598,"indexable":241},"us-bsa","Bank Secrecy Act","FinCEN","https://www.fincen.gov/resources/statutes-and-regulations/bank-secrecy-act","US anti money laundering law: customer due diligence, suspicious activity reports and record keeping.",13,{"id":600,"label":601,"issuer":173,"region":174,"url":602,"description":603,"useCases":604,"indexable":241},"eu-accessibility-act","European Accessibility Act","https://eur-lex.europa.eu/eli/dir/2019/882/oj","Directive (EU) 2019/882: accessibility requirements for banking services, ecommerce and other digital services, applicable since June 2025.",12,{"id":606,"label":607,"issuer":608,"region":518,"url":609,"description":610,"useCases":604,"indexable":241},"hipaa","HIPAA","US Department of Health and Human Services","https://www.hhs.gov/hipaa/index.html","US rules for the privacy and security of protected health information.",{"id":612,"label":613,"issuer":614,"region":510,"url":615,"description":616,"useCases":604,"indexable":241},"telecom-consumer-rules","Telecom consumer protection rules","National telecom regulators","https://www.berec.europa.eu/","National rules on telecom contracts, switching, billing disputes and marketing consent.",{"id":618,"label":619,"issuer":173,"region":174,"url":620,"description":621,"useCases":622,"indexable":241},"eecc","European Electronic Communications Code","https://eur-lex.europa.eu/eli/dir/2018/1972/oj","Directive (EU) 2018/1972: consumer protection, contract, switching and security rules for telecom operators.",11,{"id":624,"label":625,"issuer":626,"region":518,"url":627,"description":628,"useCases":622,"indexable":241},"us-tcpa","Telephone Consumer Protection Act","Federal Communications Commission","https://www.fcc.gov/consumers/guides/stop-unwanted-robocalls-and-texts","US consent rules for automated and prerecorded calls and texts; the FCC has confirmed AI generated voices count as artificial voices.",{"id":630,"label":631,"issuer":543,"region":544,"url":632,"description":633,"useCases":634,"indexable":241},"mas-notice-626","MAS Notice 626","https://www.mas.gov.sg/regulation/notices/notice-626","Singapore's anti money laundering and counter terrorism financing requirements for banks.",10,{"id":636,"label":637,"issuer":173,"region":174,"url":638,"description":639,"useCases":634,"indexable":241},"mifid-ii","MiFID II","https://eur-lex.europa.eu/eli/dir/2014/65/oj","Directive 2014/65/EU on markets in financial instruments: suitability and appropriateness of advice, record keeping and product governance.",{"id":641,"label":642,"issuer":173,"region":174,"url":643,"description":644,"useCases":634,"indexable":241},"eu-psd2","PSD2","https://eur-lex.europa.eu/eli/dir/2015/2366/oj","Payment Services Directive 2: strong customer authentication, transaction risk analysis exemptions and open banking access.",{"id":646,"label":647,"issuer":648,"region":174,"url":649,"description":650,"useCases":651,"indexable":241},"eba-loan-origination","EBA Guidelines on loan origination and monitoring","European Banking Authority","https://www.eba.europa.eu/regulation-and-policy/credit-risk/guidelines-on-loan-origination-and-monitoring","Expectations for credit decisioning, including the use of automated models.",9,{"id":653,"label":654,"issuer":655,"region":518,"url":656,"description":657,"useCases":658,"indexable":241},"us-ecoa-reg-b","ECOA and Regulation B","Consumer Financial Protection Bureau","https://www.consumerfinance.gov/rules-policy/regulations/1002/9/","US fair lending rules, including specific reasons in adverse action notices, which also apply when credit decisions use AI models.",8,{"id":660,"label":661,"issuer":173,"region":174,"url":662,"description":663,"useCases":658,"indexable":241},"solvency-ii","Solvency II","https://eur-lex.europa.eu/eli/dir/2009/138/oj","Directive 2009/138/EC: risk based capital, governance and model requirements for insurers.",{"id":665,"label":666,"issuer":173,"region":174,"url":667,"description":668,"useCases":669,"indexable":241},"eu-idd","Insurance Distribution Directive","https://eur-lex.europa.eu/eli/dir/2016/97/oj","Directive (EU) 2016/97: conduct rules for selling insurance, including demands and needs testing and advice.",6,{"id":671,"label":672,"issuer":673,"region":674,"url":675,"description":676,"useCases":93,"indexable":241},"cbuae-ai-guidance","CBUAE guidance on AI and ML","Central Bank of the UAE","middle-east","https://www.centralbank.ae/","UAE central bank expectations for the enabling technologies, AI and machine learning used by licensed financial institutions.",{"id":678,"label":679,"issuer":680,"region":174,"url":681,"description":682,"useCases":430,"indexable":241},"pra-ss1-23","PRA SS1/23 model risk management","Prudential Regulation Authority","https://www.bankofengland.co.uk/prudential-regulation/publication/2023/may/model-risk-management-principles-for-banks-ss","UK model risk management principles for banks, covering AI and machine learning models.",{"id":684,"label":685,"issuer":686,"region":174,"url":687,"description":688,"useCases":430,"indexable":241},"uk-psr-app-reimbursement","UK APP scam reimbursement rules","Payment Systems Regulator","https://www.psr.org.uk/our-work/app-scams/","Mandatory reimbursement of authorised push payment scam victims by UK payment firms, which shifts scam losses onto banks.",{"id":690,"label":691,"issuer":692,"region":544,"url":693,"description":694,"useCases":695,"indexable":241},"au-scams-prevention-framework","Australian Scams Prevention Framework","Australian Treasury","https://treasury.gov.au/consultation/c2024-573813","Economy wide obligations for banks, telcos and digital platforms to prevent, detect, disrupt and respond to scams.",3,{"id":697,"label":698,"issuer":173,"region":174,"url":699,"description":700,"useCases":695,"indexable":241},"eu-mar","EU Market Abuse Regulation","https://eur-lex.europa.eu/eli/reg/2014/596/oj","Regulation (EU) 596/2014: insider dealing and market manipulation, including the duty to detect and report suspicious orders and transactions.",{"id":702,"label":703,"issuer":704,"region":518,"url":705,"description":706,"useCases":695,"indexable":241},"us-fcra","Fair Credit Reporting Act","Federal Trade Commission","https://www.ftc.gov/legal-library/browse/statutes/fair-credit-reporting-act","US rules on consumer reports, their accuracy and permissible use, relevant to credit scoring and screening.",1790598295592]