DHL Supply Chain has expanded its use of artificial intelligence through a new partnership with startup HappyRobot, deploying AI agents to automate operational communications and improve both customer service and employee experience.
The collaboration is part of DHL Group’s enterprise-wide AI strategy, which aims to enhance efficiency and reduce repetitive work across its global logistics network. HappyRobot’s AI agents already handle tasks such as appointment scheduling, driver follow-up calls, and warehouse coordination, managing thousands of emails and millions of voice minutes each year.
Sally Miller, CIO of DHL Supply Chain, said the company has been testing generative and agentic AI technologies for more than 18 months. “We are now integrating AI agents to drive greater process efficiency for customers while making operational roles more engaging and rewarding for employees,” she said.
The technology has already shown measurable impact, cutting manual effort and improving responsiveness. By automating high-volume communication, DHL is able to deliver faster, more consistent service while allowing teams to focus on problem-solving and higher-value tasks.
Lindsay Bridges, EVP Human Resources at DHL Supply Chain, said AI supports both business and workforce goals. “AI agents help us relieve teams from repetitive tasks and give them space to focus on meaningful work. In today’s tight labor markets, that’s a win for both our people and our customers,” she said.
HappyRobot CEO Pablo Palafox described the partnership as a step toward a new operating model for logistics. “DHL recognized early the potential of AI agents as a new operating layer that brings speed, visibility, and consistency to supply chain operations,” he said.
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