DHL Group is accelerating the implementation of AI in its enterprise-wide strategy through a new partnership with its contract logistics division, DHL SupplyChain, and the AI startup HappyRobot.
The collaboration seeks to deploy agentic AI to streamline operational communication and enhance both customer experience and employee engagement.
DHL Supply Chain already uses HappyRobot across several regions and use cases, including appointment scheduling, driver follow-up calls and high-priority warehouse coordination.
The AI agents can autonomously handle phone and email interactions, enabling faster, more consistent and scalable communication, DHL Group said.
Sally Miller CIO of DHL Supply Chain, said that the division has been identifying and validating operational use cases for generative and agentic AI for over 18 months.
“Building on our extensive operational experience with data analytics, robotic process automation and self-learning software tools, we are now integrating AI agents to drive greater process efficiency for customers while making operational roles more engaging and rewarding for employees by automating repetitive and time-consuming tasks such as manual data entry, routine scheduling and standardized communications,” she said.
Lindsay Bridges, EVP human resources at DHL Supply Chain, said that the implementation also enhanced the capability of the workforce: “In today’s tight labor markets, where qualified talent is increasingly scarce, these technologies allow us to maintain – and even improve – responsiveness, customer centricity and service consistency, while making roles more attractive and sustainable.”
HappyRobot’s platform enables fully autonomous AI agents to interact via phone, email and messaging, while integrating with DHL’s internal systems.
Pablo Palafox, CEO of HappyRobot, said, “We envision AI workers coordinating global supply chain operations – not just moving data, but actively managing workflows. DHL recognized early on the potential of AI agents as a new operating layer – one that brings speed, visibility and consistency to logistics.”
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