DHL Supply Chain accelerates its enterprise-level artificial intelligence strategy following the agreement reached with HappyRobot, through which it automates communications in its global logistics operations. This implementation has a measurable impact on operations, resulting in greater efficiency, greater customer focus, and more satisfied internal teams.
DHL Supply Chain has already successfully used HappyRobot AI agents in several regions and use cases, including appointment scheduling, driver follow-up calls, and priority coordination in warehouses. These agents autonomously manage telephone and email interactions, allowing for faster, more consistent and scalable communication.
DHL Supply Chain has been systematically identifying and validating operational use cases for generative and agentive AI technologies for more than 18 months. Sally Miller, CIO of DHL Supply Chain, explains that “drawing on our extensive operational experience with data analytics, robotic process automation and machine learning software tools, we are now integrating AI agents to drive greater process efficiency for customers, while making operational roles more attractive and rewarding for employees. We leverage the automation of repetitive and time-consuming tasks, such as manual data entry, routine scheduling and standardized communications.”
Deployments currently used across the company handle hundreds of thousands of emails and millions of voice minutes annually. AI agents are supporting key workflows such as appointment scheduling, transportation status calls, and priority coordination in warehouses, helping teams manage operational communication at scale and with greater consistency.
Automate communication flows
These implementations have already demonstrated measurable impact: they have significantly reduced manual effort, increased responsiveness, and allowed teams to focus on more strategic tasks and exception management. By automating high-volume communication flows, AI agents like those from HappyRobot are helping DHL deliver faster, more customer-centric services, while improving the employee work experience and contributing to long-term talent retention.
HappyRobot enables fully autonomous AI agents to interact via phone, email and messaging
“At DHL Supply Chain, our people are at the center of everything we do,” said Lindsay Bridges, executive vice president of Human Resources at DHL Supply Chain. “AI agents help us free our teams from repetitive and time-consuming tasks, giving them space to focus on meaningful, high-value work. In today’s labor markets, where skilled talent is increasingly scarce, these technologies allow us to maintain—and even improve—responsiveness, customer focus, and service consistency, while making jobs more attractive and sustainable. This is not just an operational advance, but also a win for our people.”
Manage workflows
HappyRobot’s platform allows fully autonomous AI agents to interact via phone, email and messaging, seamlessly integrating with DHL’s internal systems. Additionally, DHL Group continues to expand its AI strategy across all its divisions. Beyond current pilot projects, new use cases are being tested where AI agents take a more strategic role, coordinating information and prioritizing high-impact tasks.
“At HappyRobot, we envision AI workers coordinating global supply chain operations—not just moving data, but actively managing workflows,” said Pablo Palafox, CEO of HappyRobot. “Too often, people are stuck maintaining systems and inboxes, with little time to resolve exceptions or improve processes. DHL recognized early on the potential of AI agents as a new operational layer, bringing speed, visibility and consistency to logistics. We are proud to collaborate with such visionary partners to scale this vision globally.”
