Intelligent Management and Artificial Intelligence: Trends, Challenges, and Opportunities, Vol.2

Purpose: The purpose of this paper is to present the situation with regard to the use of advanced modern technologies by courier market players and to identify the opportunities offered by AI to courier market players. The paper adopts the following basic research hypothesis: In meeting the emerging challenges in the courier services market, it is essential to identify and implement appropriate AI tools. Need for the study: Decisions to implement state-of-the-art smart mobility solutions can improve productivity, reduce costs and increase efficiency in the operation of the surveyed entities. This article addresses the need to fill the research gap identified in the literature in the area of decision-making regarding the implementation of AI-based tools Methodology: The first part of the article presented a literature review of AI solutions used in the operations of courier operators. This served as the starting point for presenting the results of the study conducted. The survey was conducted in Q1 2024, on a sample of 19 and 21 operators representing the courier services sector. The survey used the expert method, as the issues studied were characterised by the high complexity of the problem, making quantitative measurement impossible. The method used an indirect form of expressions of opinion from experts in the courier services market. The purpose of the article was verified through a CATI survey. Findings: The presented research has shown the differences in the approach to the implementation of AI-based solutions, in the activities of operators operating locally and in the national market. In addition, the authors presented a model solution in the form of a 'roadmap' , which will improve the process of introducing AI-based solutions into the day-to-day operations of courier market operators. Practical implications: The research conducted has identified the broad opportunities offered by the implementation of AI solutions, not only for operators operating in the national market, but also locally. The article also provides practical insights in areas such as route optimisation, predictive analysis of customer behaviour and external events, and integration of AI with IoT technologies and robotic process automation (RPA).