parcelLab AI
Autonomous Agents work in front of your customers and close the loop themselves. Assistive Agents work alongside your team via parcelLab Copilot.
An AI Agent is only as good as what it can reach, what it knows, and what it is allowed to do. We built all three, in that order, over a decade.
We built API-first years before AI Agents existed. Every surface is callable: journeys, messages, portals, returns rules, carrier mappings. AI Agents reach all of them through APIs with no custom integration to build.
Our models learn from billions of real shipment events across 450+ carriers, so the platform can tell which order is about to trigger a WISMO ticket, which carrier is quietly missing its promise date, and which return is better served by an exchange than a refund.
Every agent works to a scope you set, states what it will touch, and acts only on what you approve. New journeys arrive as drafts. Every action is logged. The same framework runs both Autonomous and Assistive AI agents.
Autonomous AI
Two AI Agents work directly with your customers, on the highest-volume conversations in retail. They run
from start to finish and hand over only when a human is genuinely required to add value.
Available now
Autonomous inquiry resolution
Resolves order, delivery, return and refund inquiries, on the channels the customers choose, in your brand voice. Before answering, it calls the live order record, the carrier’s event feed, your delivery promise and your return policy. It escalates only when a human is needed.
Available now
Autonomous cross-channel returns
Customers complete a return by talking to it, on chat, email, WhatsApp or your portal. It checks eligibility against your rules, offers an exchange before a refund, books the label, and keeps the customer informed about refund.
WISMO Agent Pilot Story – Major UK Retailer
Results from a two-week pilot of the WISMO/R Agent on a major UK retailer’s post-purchase no-reply transactional email.
Replies to a no-reply transactional address over two weeks.
No human touch, no training data required.
Scales to six figures annually across the full support stack.
Based on email channel alone — chat and helpdesk add more
Illustrative sample. Real responses ship in the retailer’s live branding and tone of voice.
Assistive AI
Connected to your live account, parcelLab Copilot is your in-app AI teammate and the single surface for your team to execute tasks inside the app.
Ask what’s happening and Copilot reads your live account, shares findings and what’s causing it.
Asked like this
Why are Royal Mail deliveries in the UK arriving earlier than promised?
Real requests in this area
New messages, journeys, audiences, filters, and much more, built from the setup you already run.
Asked like this
Create a delay notification for US orders with no carrier movement in 48 hours.
Real requests in this area
The settings changes that used to mean tracing dependencies across your whole account.
Asked like this
Extend the return window to 31 January for orders placed in November and December.
Real requests in this area
Copilot checks your setup against what performs, points to where the gains are, and makes the change.
Asked like this
Our Delivered email gets great open rates but barely any clicks. What could we be doing better?
Real requests in this area
Copilot traces the problem back through your setup and prepares the exact change.
Asked like this
Return labels are not generating for customers in Austria. Find out why and fix the setup.
Real requests in this area
One Copilot for the full job, from understanding what is happening to doing something about it.
From ticket deflection to returns revenue retention, parcelLab delivers measurable business outcomes.
WISMO DEFLECTION
Proactive delivery updates plus autonomous inquiry resolution. The question that never reaches your helpdesk is the cheapest one you’ll ever answer.
revenue retention
Exchange-first conversations, instant store credit, smart fees. Returns stop being a cost center and start defending your top line.
DELIVERY EXPERIENCE
Checkout promises kept, delays communicated before customers notice, every touchpoint on your brand. The delivery becomes the loyalty moment.
OPERATIONAL EFFICIENCY
Through Copilot, your setup gets reviewed and adjusted against best practice, and your reporting gets built by asking. Weeks of platform work compressed into a conversation.
parcelLab Copilot never acts on its own. Every change is yours to approve.
Copilot shows what it plans to change.
New messages and journeys remain unpublished.
Copilot works within the access available to you.
New messages and journeys arrive as drafts you can undo.
Every action is logged with who approved it and when.
Your data is segregated from every other customer. Network intelligence is aggregated and anonymized. Customer data is never used to train third-party models.
Don’t take our word for it – here’s what our customers say about parcelLab AI.
Jennifer Villalba, Director of Customer Experience
32 Degrees
“I wanted it to look just like my other emails that I have set up right now… It was literally done in like two seconds. With Copilot, I created three emails, which took me literally about 10 minutes to do… I feel like that’s something that would take a marketing team probably like a week. It just empowers me more.”
Nancy Gurd, Director CX
Caraway Home
“One of the use cases that I used Copilot for was to look at all the different couriers that we currently have in motion and understand which ones are performing well, which ones might be getting more exception rates. Normally, that would take me about two to three hours just to get the data sets and manipulate it together. But with Copilot, I was able to just prompt it and put it all in one easy place to read and understand and have almost a conversation with it.”
Ashley H., Senior CX Manager
Caraway Home
“I’m already using Copilot to create new flows. I’m using it to help prepare for Q4… Being able to identify what right now is at a more reasonable volume and what those smaller gaps are, I can fill them before we see them really peak at scale come Q4… Instead of waiting for the fire to happen, I can already create messaging. And that’s what I’m really excited for.”
Taylor Johnson, Director of CX
Nathan James
“Being able to utilise Copilot to essentially set that kind of thing up in a day — what would normally have taken a week or more — is game-changing… I can probably get it done so much quicker, which is great because it frees up my time.”
Caela Castillo, Director of CX
JAXXON
“It can edit things for you. It’s creating new things. But it gives you the power to say yes or no… It’s putting things into draft mode… We have so many ideas, but here, if you just take the time to go through those steps in Copilot, it already creates something for you that I can decide if I want to do now or if I need to get anyone else’s approval.”
Assistive AI enhances how your teams work inside the platform: faster configuration, smarter decisions, better content, with humans in control. You reach it through Copilot. Autonomous AI executes structured workflows autonomously on behalf of the retailer or shopper, within defined guardrails.
Yes. parcelLab supports MCP natively, allowing external AI agents to discover and call parcelLab’s post-purchase tools, including WISMO resolution, returns and claims workflows, without custom integration builds. You keep your front-end AI strategy. parcelLab becomes the post-purchase intelligence layer inside it.
parcelLab’s predictive capabilities analyze historical and real-time data to predict delivery timelines and delays before they happen. Retailers keep customers informed proactively, reducing support tickets and improving the delivery experience.
parcelLab integrates with major eCommerce platforms including Shopify, Magento and SAP, as well as customer service tools like Salesforce, Zendesk and Gorgias. AI-ready APIs expose real-time order, tracking and returns data in structured formats optimised for agent reasoning, not just human interfaces.
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Turn post-purchase into profit
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