DHL Supply Chain is expanding its use of AI agents across global operations. AI will now handle routine communications tasks, including emails and phone calls. DHL states that this will enable faster, more consistent, and scalable communication, improving both customer experience and employee engagement.

The announcement, part of DHL Group’s enterprise-wide artificial intelligence strategy, follows successful deployments of HappyRobot’s agentic AI platform in several regions and workflows.

Current deployments already in use across DHL Supply Chain target hundreds of thousands of emails and millions of voice minutes annually, DHL says in a news release, adding that HappyRobot’s AI agents are already handling appointment scheduling, , transport status calls and high-priority warehouse coordination.

DHL Supply Chain chief information officer Sally Miller said the partnership is part of a structured strategy to identify use cases for generative and agent-based AI after more than 18 months of internal evaluation.

“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 said.

DHL says the operational impact is already measurable, with reduced manual workload and faster response times. ” 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. That’s not just operational progress – it’s also a win for our people,” said Lindsay Bridges, executive vice president of HR at DHL Supply Chain.