**London**: Customs Support Group leads the way in modernising customs clearance through AI-powered Intelligent Document Processing, significantly improving efficiency and reducing bureaucracy while maintaining human oversight, with plans to process all declarations digitally by 2025 across Europe.
Customs Support Group, Europe’s leading customs clearance company, has successfully transitioned a traditionally paper-heavy industry into a modern, efficient digital process through the implementation of AI-powered Intelligent Document Processing (IDP). This transformation is aimed at enhancing customs declarations while providing tailored business growth advice to their clients across Europe.
The shift towards digitisation began in earnest following the United Kingdom’s exit from the European Union in 2020, which resulted in a substantial increase in paperwork at customs. This rise in documentation led to delays and frustrations that jeopardised trade. In response, Customs Support Group recognised the necessity for advanced digital systems and committed to integrating AI into their operations. They commenced testing IDP technology within their UK office, marking a significant evolutionary step for the customs sector.
Ian Featherstone, Chief Digital Officer of Customs Support Group, articulated the challenges faced by the industry: “The industry as a whole was very paper driven,” he said. “Logistics providers, freight forwarders and other key players are all issuing barrages of documents, which we set out to digitise to streamline the customs journey.” The company aims to reduce the bureaucratic burden through this technological advancement, allowing their agents to focus on complex customs regulations and ensure supply chain efficiency.
Despite the obvious advantages, the integration of AI also raised concerns among professionals in the sector. According to a 2024 CSG Strategic Radar Customer Survey, while 42% of large companies in manufacturing and logistics see AI as transformative, 27% also view it as a potential risk due to the complexities of trade compliance and customs regulations. Therefore, Customs Support Group has emphasised the importance of maintaining human oversight in all processes involving AI.
The newly implemented AI system can dramatically speed up document processing while ensuring that skilled agents are still integral to customs declarations. AI is employed primarily to automate data entry tasks, with qualified customs declarants reviewing inputs to ensure accuracy before submission to the authorities. This blend of automation and expert validation reduces human workload and fosters greater workplace satisfaction.
Featherstone remarked on the initial apprehension among staff regarding the new technology, noting that “when people see tech come in and work 50% faster, they automatically assume that we will need less people.” However, he assured that this transformation doesn’t equate to job loss, but rather enables staff members to engage in more rewarding work, ultimately enhancing career satisfaction while benefitting the company’s profitability.
This move towards IDP not only streamlines declaration processes but also allows Customs Support to provide more sophisticated services, such as Customs-as-a-Service. The efficiencies gained have enabled agents to use their expertise in ways that directly impact clients, like optimising duty management or leveraging trade agreements to minimise costs.
In terms of operational achievements, Customs Support Group aims for a major milestone in January 2025: to process all four million of its annual customs declarations digitally across 14 European markets. This shift is set to establish new industry standards.
Prior to the full roll-out of the system, Customs Support Group undertook extensive AI testing to ensure the accuracy and efficiency of document handling. Following initial trials, the organisation achieved a remarkable up to 99% efficiency improvement in repetitive tasks, with a 36% boost for more complex declarations. The system is designed to highlight unreadable entries and necessitate minimal human checks, thus facilitating continual learning and enhancement of the AI model.
Looking ahead, the current AI solution, operational in the UK, is set for expansion to other European locations, including Italy, Sweden, the Netherlands, and Belgium by the third quarter of 2025. Customs Support Group intends to process 25% of its customs declarations through AI technology in 2025, equating to approximately one million documents. This expansion is expected to elevate the digital processing rate from 50% to between 80% and 90% by 2026, with the remaining percentage accounting for businesses still reliant on paper documentation.
Featherstone emphasised the ongoing nature of this innovation journey, stating, “It’s an ever-evolving process… the important thing is that we keep moving.” He underscored the agile nature of the development team, which allows rapid adaptation and integration of new technologies aimed at continuous improvement.
Customs Support Group’s experience illustrates a significant trend in the customs industry, demonstrating that embracing AI does not merely replace human effort but instead amplifies expert capabilities. By streamlining operations and enriching the roles of its personnel, Customs Support Group is positioned to scale its services and provide lasting value to a growing client base, transforming a sector once characterised by inefficiency into one marked by agility and insight.
Source: Noah Wire Services
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