DHL Supply Chain: our AI applications are designed to unlock greater value for our customers
DHL Supply Chain has launched a significant project in the field of generative AI with the support of Boston Consulting Group (BCG).
DHL is deploying a number of innovative AI applications at scale to advance its data management and analytics capabilities. The aim is to improve the provision of know-how and thus immediately unlock greater added value for customers. This strategic initiative is a crucial step by DHL Supply Chain to harness the potential of AI and improve the customer experience.
DHL Supply Chain’s first authoritative AI application is a sophisticated data cleansing tool used by its Solutions Design team. The tool cleans, sorts and provides an initial analysis of the data submitted by potential customers, ensuring that DHL’s technicians can quickly and efficiently develop logistics solutions based on accurate data. This not only increases the effectiveness of the solutions, but also significantly reduces the time to market.
The second AI application supports sales teams by providing important information in the initial phase of quoting. The tool enables faster analysis of customer requirements and enables the sales team to quickly create more accurate and personalized offers that meet the unique needs of each customer. The application handles upstream data management, allowing sales teams to focus more on customers’ specific challenges.
In addition, DHL uses commercially available solutions with embedded generative AI to support the processes of the legal team and the customer support team. These tools can help, for example, in summarizing customer inquiries or processing legal documents, and generally assist in resolving customer inquiries. By using AI in these areas, DHL Supply Chain increases operational efficiency and ensures a seamless customer experience.
“These AI-driven tools are not just technological firsts, but practical applications that transform key business processes,” said Sally Miller, Global Chief Information Officer at DHL Supply Chain. “Importantly, our AI applications are also designed to enhance our analytics capabilities to provide deeper insights and unlock greater value for our customers. These initiatives underscore our commitment to even greater customer centricity and enable us to better serve our customers and meet their needs more accurately and efficiently through the use of cutting-edge technology.
Markus Voss, Global Chief Development Officer at DHL Supply Chain, explains: “Generative AI is revolutionizing data management and quotation creation. Because potential customer data is cleaned and evaluated before logistics concepts are developed, our technicians can be much more productive. In the same way, generative AI helps us read and evaluate offers, so we can focus on creating customized solutions. As part of DHL Group’s commitment to innovation, we are also exploring AI applications in other operational environments to further improve operational excellence.”
With the support of BCG X, the tech build and design unit of the Boston Consulting Group, DHL Supply Chain developed these use cases in-house and ensured that they were tailored to the needs of customers and employees. At DHL Supply Chain, a dedicated generative AI team has been set up to guide these current applications and drive future AI developments.
