DHL Group and HappyRobot Expand Collaboration

(Bonn/San Francisco) DHL Supply Chain is already successfully using HappyRobot’s AI agents in several regions and in various application areas, such as for appointment scheduling, callbacks to drivers, and the coordination of particularly urgent warehouse processes. The Artificial Intelligence independently handles phone and email communication, enabling faster, coherent, and better-scalable processes.

“As part of our structured, strategic approach to utilizing Artificial Intelligence, we have been systematically identifying and evaluating 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 while simultaneously making job profiles for our employees more attractive – for example, by automating repetitive and time-consuming tasks such as manual data entry, routine scheduling, or standardized communication.”

The deployed AI agents are already processing hundreds of thousands of emails and millions of conversation minutes annually. They support central processes such as appointment scheduling, transport status inquiries, and the coordination of critical warehouse activities, helping teams manage communication on a large scale effectively. By taking over routine interactions, the AI agents create space for employees to focus on handling exceptional cases, individual customer concerns, and other value-adding communication.

Manual Effort Significantly Reduced

The previous deployments are already showing results: manual effort has been significantly reduced, and response speed has increased, allowing employees to focus more on strategic tasks and handling exceptional cases. Through this type of automation, AI agents like those from HappyRobot help provide faster and more customer-oriented services – while simultaneously improving the daily work life of employees, contributing to long-term employee retention.

“At DHL Supply Chain, our employees are at the center of our actions,” says Lindsay Bridges, EVP Human Resources at DHL Supply Chain. “AI agents relieve our teams from repetitive, time-consuming tasks, thus creating space for meaningful, value-adding activities. In a highly competitive job market, where qualified professionals are increasingly harder to find, these technologies enable us to not only maintain but even improve our responsiveness, customer orientation, and service quality – while also enhancing the attractiveness of our job profiles. This is not just an operational advancement, but also a real gain for our employees.”

HappyRobot’s platform offers fully autonomous AI agents that communicate via phone, email, and messenger and can be seamlessly integrated into DHL’s internal systems. And the DHL Group is further expanding its AI strategy company-wide. Beyond the current pilot projects, additional use cases are planned.

AI Workforce as Active Shapers

“At HappyRobot, we see AI workforces as a coordinating instance of global supply chains – not just as data processors, but as active shapers of processes,” says Pablo Palafox, CEO of HappyRobot. “Too often, people are busy managing systems and inboxes instead of solving exceptional cases 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 work with such a forward-looking partner to scale this vision globally.”

Foto: © DHL