DHL Group is expanding its enterprise-wide artificial intelligence strategy through a new partnership between DHL Supply Chain and AI startup HappyRobot, aiming to streamline communication and improve both customer service and employee experience.
The logistics giant has already deployed HappyRobot’s AI agents in several regions for tasks such as appointment scheduling, driver follow-up calls and high-priority warehouse coordination. The agents autonomously manage phone and email interactions to increase speed and consistency.
“Working with the DHL Supply Chain leadership on this landmark initiative has been fantastic,” said Quili Peña, HappyRobot’s head of strategy and operations. “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.”
DHL Supply Chain says the partnership builds on more than 18 months of evaluating operational use cases for generative and agentic AI. “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,” said Sally Miller, CIO of DHL Supply Chain.
The company says current deployments are already handling hundreds of thousands of emails and millions of minutes of voice communication each year. HappyRobot’s engineering team has developed an orchestration layer that enables AI workers to function across email, WhatsApp and SMS with fault tolerance and recovery.
HappyRobot CEO Pablo Palafox said the long-term vision is for AI agents to act as an operating layer for global logistics. “DHL recognized early on the potential of AI agents as a new operating layer – one that brings speed, visibility and consistency to logistics,” he said.
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