Global logistics provider DHL Group has announced the acceleration of its enterprise-wide AI strategy through a new partnership with an AI startup.
DHL Supply Chain has announced a partnership with HappyRobot to deploy agentic AI that is set to streamline operational communication and enhance the customer experience and employee engagement.
DHL Supply Chain has already successfully used HappyRobot’s AI agents across several regions and use cases, including appointment scheduling, driver follow-up calls and high-priority warehouse coordination. These agents autonomously handle phone and email interactions, enabling faster, more consistent and scalable communication.
“Working with the DHL Supply Chain leadership on this landmark initiative has been fantastic. Their teams brought clarity, urgency and real commitment to making this a reality, and we’re grateful for the strong collaboration and excited to continue building together,” HappyRobot head of strategy and operations Quili Peña says.
DHL Supply Chain CIO Sally Miller says the brand’s structured and strategic approach to AI has involved identifying and validating operational use cases for generative and agentic AI technologies for more than 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,” Miller says.
Current deployments already in use across DHL Supply Chain target hundreds of thousands of emails and millions of voice minutes annually. AI agents are supporting key workflows such as appointment scheduling, transport status calls and high-priority warehouse coordination – helping teams manage operational communication at scale and with greater consistency.
These implementations have already shown measurable impact, significantly reducing manual effort, increasing responsiveness and enabling teams to focus on more strategic tasks and handling.
By automating high-volume communication workflows, AI agents like those from HappyRobot are helping DHL deliver faster, more customer-centric services, while improving the work experience for employees and contributing to long-term workforce retention.
“At DHL Supply Chain, our people are at the heart of everything we do,” DHL Supply Chain EVP human resources Lindsay Bridges says.
“AI agents help us relieve our teams from repetitive, time consuming tasks and give them space to focus on meaningful, high-value work. In today’s tight labour 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. That’s not just operational progress – it’s also a win for our people.”
HappyRobot’s platform enables fully autonomous AI agents to interact via phone, email and messaging, while integrating seamlessly with DHL’s internal systems.