AI and Digital Globalisation in Indian Post: Navigating Transformation in a Globalised Era

Abstract

The Indian Postal Service, one of the world’s largest and most accessible communication networks, is undergoing a significant transformation driven by artificial intelligence (AI) and digital globalisation. This article explores how AI technologies—such as automated sorting, real-time parcel tracking, route optimisation and fraud detection—are enabling India Post to modernise its operations and better serve the growing demands of e-commerce, especially in rural regions. Drawing from internal performance assessments and external case studies, the study reveals that pilot AI implementations have improved classification accuracy by 30% and reduced delivery times by up to 18%. Strategic partnerships with major e-commerce platforms, like Amazon India, further highlight the postal network’s evolving role in last-mile logistics. Additionally, the integration of AI into India Post Payments Bank is expanding financial inclusion, especially in underserved areas. The findings underscore the importance of sustained investment in technology, infrastructure and workforce training to ensure the long-term viability of India Post in a rapidly digitising global economy.