DHL Supply Chain has partnered with San Francisco-based HappyRobot to deploy AI agents that automate routine communication tasks across its global operations. The partnership aims to improve operational efficiency by handling high-volume phone and email interactions. DHL is using the technology for appointment scheduling, driver follow-up calls, and warehouse coordination.
Pablo Palafox, CEO of HappyRobot, said, “Too often, people are stuck maintaining systems and inboxes, with little time to solve exceptions or improve processes. DHL recognised early on the potential of AI agents as a new operating layer.”
The collaboration builds on DHL’s enterprise-wide AI strategy and supports its goal of improving customer communication and employee experience. The company said the AI agents help teams manage operational workflows at scale and free staff to focus on strategic work.
DHL said it has been identifying and validating AI use cases for more than 18 months.
Sally Miller, CIO at DHL Supply Chain, said the company is now integrating AI agents to “drive greater process efficiency for customers while making operational roles more engaging and rewarding for employees”. Current deployments handle hundreds of thousands of emails and millions of voice minutes each year.
These agents are said to be improving consistency in scheduling, transport status updates, and warehouse coordination.
Yamil Mateo, HappyRobot’s head of product, said the collaboration helped design capabilities suited to DHL’s operational needs. “The DHL team understood very early the scale of enablement our platform brings to their organisation,” he said.
HappyRobot engineers have built a unified system that works across email, WhatsApp, and SMS. Senior engineer Danny Luo said it includes “fault tolerance and recovery” to support DHL’s scale.
DHL also reported that the AI agents have reduced manual effort and increased responsiveness in communication-heavy tasks. The company said this shift supports employee retention by reducing repetitive work.
“AI agents help us relieve our teams from repetitive, time-consuming tasks and give them space to focus on meaningful, high-value work,” said Lindsay Bridges, EVP human resources.
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