DHL: we are now integrating AI agents to make processes even more efficient
DHL Group is continuing to drive forward its Group-wide strategy in the field of artificial intelligence (AI). As part of a new partnership between the contract logistics division DHL Supply Chain and the AI startup HappyRobot, the use of autonomously acting AI, so-called Agentic AI, is being expanded. The aim is to further improve customer service on the one hand and to bind employees more closely to the company through more attractive jobs on the other.
DHL Supply Chain is already successfully using HappyRobot’s AI agents in several regions and in various application areas, such as for making appointments, calling back drivers and coordinating particularly urgent warehouse processes. The artificial intelligence takes over telephone and e-mail communication independently and enables faster, coherent and more scalable processes.
Strategic use of artificial intelligence at DHL Supply Chain
“As part of our structured, strategic approach to the use of artificial intelligence, we have been systematically identifying and testing use cases for generative and agent-based AI technologies for over 18 months,” explains Sally Miller, CIO of DHL Supply Chain. “Building on our extensive experience in data analytics, robotic process automation and self-learning software solutions, we are now integrating AI agents to make processes even more efficient for our customers and at the same time make work profiles more attractive for our employees – for example, by automating repetitive and time-consuming tasks such as manual data entry, routine scheduling or standardized communication.”
The AI agents used are currently processing hundreds of thousands of emails and millions of minutes of calls per year. They support central processes such as scheduling appointments, status queries in transport and the coordination of critical warehouse activities and help teams to properly manage communication on a large scale. By taking over routine interactions, AI agents free up staff to focus on handling exceptions, individual customer concerns, and other value-added communications.
AI agents in operational applications
The assignments to date are already having an effect: the manual effort has been significantly reduced and the speed of response has been increased, while employees have been able to devote more time to strategic tasks and the processing of exceptional cases. Through this type of automation, AI agents like HappyRobot’s help deliver faster and more customer-centric services – while improving employees’ day-to-day work, which contributes to long-term employee retention.
“At DHL Supply Chain, employees are at the heart of everything we do,” says Lindsay Bridges, EVP Human Resources at DHL Supply Chain. “AI agents relieve our teams of repetitive, time-consuming tasks, freeing up space for meaningful, value-adding activities. In a highly competitive job market where skilled professionals are increasingly hard to find, these technologies enable us to not only maintain but even improve our responsiveness, customer focus and service quality – while improving the attractiveness of our job profiles. This is not only operational progress, but also a real benefit for our employees.”
HappyRobot’s platform offers fully autonomous AI agents that communicate via phone, email and messenger and integrate seamlessly with DHL’s internal systems. And DHL Group is further expanding its AI strategy throughout the Group. In addition to the current pilot projects, further use cases are planned.
“At HappyRobot, we see AI workers as the coordinating entity of global supply chains – not just as data processors, but as active process designers,” says Pablo Palafox, CEO of HappyRobot. “All too often, people are busy managing systems and inboxes instead of solving exceptions or improving processes. DHL recognized the potential of AI agents early on – an additional layer that will bring speed, transparency and consistency to logistics. We are proud to partner with such a forward-thinking partner to scale this vision globally.”
