Inside Royal Mail’s Automation Engine: How AI and Process Automation Are Powering Modern Delivery
- Promise Akwaowo, a Process Automation Analyst at Royal Mail Group
- AI and Automation, Customer Experience (CX), Data Management and Analytics, Digital Transformation, Managing Org Transformation, Other Martech, Strategy and Trends
For more than 500 years, Royal Mail has been at the heart of communication and commerce in the UK. But behind the familiar red postboxes and daily deliveries lies a rapidly evolving technology engine, one powered by automation, robotics, and increasingly, AI.
The Martechify team sat down with Promise Akwaowo, a Process Automation Analyst at Royal Mail Group, to unpack how one of the world’s oldest delivery institutions is reinventing itself for a digital-first, automation-driven future.
Watch the full interview with Promise Akwaowo of Royal Mail Group on how automation is streamlining sorting, routing, and customer updates—and why a human touch still matters as AI agents shape what comes next.
Automating the boring things at massive scale
Promise is part of Royal Mail’s Rapid Automation and Design Team, a group focused on identifying inefficiencies across internal processes and eliminating them through automation.
“Our main focus,” Promise explained, “is to automate the boring things.”
That philosophy is deceptively simple, but at Royal Mail’s scale it translates into automating thousands of tasks across warehouses, logistics operations, and internal IT systems. The goal is speed, reliability, and consistency, all while meeting growing customer expectations for faster and more flexible delivery.
“Our main focus,” Promise explained, “is to automate the boring things.”
That philosophy is deceptively simple, but at Royal Mail’s scale it translates into automating thousands of tasks across warehouses, logistics operations, and internal IT systems. The goal is speed, reliability, and consistency, all while meeting growing customer expectations for faster and more flexible delivery.
What really happens when you send a parcel
For customers, sending a parcel may feel effortless. Behind the scenes, however, it is a carefully orchestrated mix of machines, software, and human oversight.
Today, Royal Mail uses:
— Robots and automated sorting systems inside warehouses to scan and route parcels
— QR codes that eliminate handwriting errors and manual address processing
— Automated location and routing systems to optimize delivery paths across the UK
Customers can print QR codes at home or at post offices, scan parcels at drop-off points, and rely on automated systems to route items to the correct destination. If a recipient is not home, automation enables flexible redelivery options or rerouting to a nearby post office.
“There is no manual process when it comes to delivery of items within our business,” said Promise. “Everything is automated.”
Today, Royal Mail uses:
— Robots and automated sorting systems inside warehouses to scan and route parcels
— QR codes that eliminate handwriting errors and manual address processing
— Automated location and routing systems to optimize delivery paths across the UK
Customers can print QR codes at home or at post offices, scan parcels at drop-off points, and rely on automated systems to route items to the correct destination. If a recipient is not home, automation enables flexible redelivery options or rerouting to a nearby post office.
“There is no manual process when it comes to delivery of items within our business,” said Promise. “Everything is automated.”
Sustainability built into the system
Automation at Royal Mail is not just about speed. It is also about sustainability. The company is actively integrating electric vehicles into its delivery fleet, supporting its broader goal of reducing environmental impact while maintaining nationwide coverage.
This combination of robotics, automation, and cleaner transport is helping Royal Mail balance operational efficiency with long-term environmental responsibility.
This combination of robotics, automation, and cleaner transport is helping Royal Mail balance operational efficiency with long-term environmental responsibility.
From paper trails to intelligent systems
Royal Mail’s transformation did not happen overnight. Promise highlights a clear evolution from manual, paper-based inventory tracking to:
— Bot-assisted workflows and robotic sorting
— A future shaped by AI agents and intelligent automation
Looking ahead, AI agents are expected to handle tasks such as:
— Automatically sorting emails and invoices
— Reducing reliance on spreadsheets and manual reconciliation
— Supporting faster decision-making across business operations
“The future is the inclusion of AI agents and automation into the delivery of our products and services,” Promise shared. “It will continue to allow customers to get their parcels anytime, any day.”
— Bot-assisted workflows and robotic sorting
— A future shaped by AI agents and intelligent automation
Looking ahead, AI agents are expected to handle tasks such as:
— Automatically sorting emails and invoices
— Reducing reliance on spreadsheets and manual reconciliation
— Supporting faster decision-making across business operations
“The future is the inclusion of AI agents and automation into the delivery of our products and services,” Promise shared. “It will continue to allow customers to get their parcels anytime, any day.”
Why human-in-the-loop still matters
Despite the rapid pace of automation, Promise is clear on one thing. Humans are not being replaced. They are being repositioned. AI and automation excel at execution, but decision-making still belongs to people. “AI can give you several pathways,” he explained, “but it is still your responsibility to decide which approach works best.”
Whether it is choosing the right financial model, editing a piece of content, or designing a customer experience, human judgment remains critical. At Royal Mail, automation supports professionals. It does not replace them.
Whether it is choosing the right financial model, editing a piece of content, or designing a customer experience, human judgment remains critical. At Royal Mail, automation supports professionals. It does not replace them.
Delivery speed and customer expectations
Royal Mail offers delivery options such as 24-hour letter services, and deliveries can happen any day of the week, including weekends. When delays occur, customers are proactively notified, another example of automation improving transparency and trust.
Robots delivering mail? Not just yet
While robots and automation are deeply embedded inside warehouses, doorstep delivery still involves people. “There has to be a human touch,” said Promise. “You would not be happy if a robot just drops an item and leaves,” pointing to the risk that fragile packages require care robots can’t yet guarantee.
While robotic and drone delivery may become more common in the future, Royal Mail is deliberately balancing innovation with customer experience, ensuring delivery still feels personal.
While robotic and drone delivery may become more common in the future, Royal Mail is deliberately balancing innovation with customer experience, ensuring delivery still feels personal.
A 500-year-old brand, rebuilt for the future
Royal Mail’s journey is a powerful reminder that digital transformation is not just for startups. Even centuries-old institutions can evolve by embracing automation, investing in AI responsibly, and keeping humans firmly in the loop.
As Promise’s story shows, the future of delivery is not just faster parcels. It is smarter systems, better experiences, and technology that works with people, not instead of them.
As Promise’s story shows, the future of delivery is not just faster parcels. It is smarter systems, better experiences, and technology that works with people, not instead of them.
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