DHL Supply Chain is venturing into generative AI with the support of Boston Consulting Group (BCG) to deploy a suite of applications to enhance its data management and analytics capabilities to help bring greater value to its customers.
DHL Supply Chain’s first key generative AI tool is an advanced data-cleansing application used by its in-house solutions design team. This tool cleans, organizes and provides an initial analysis of data submitted by prospective customers, enabling DHL engineers to access accurate data for designing logistics solutions efficiently. This process not only enhances the effectiveness of solutions offered but also significantly reduces the time needed to reach the market.
The second generative AI tool supports DHL’s sales teams in the early stages of proposal development by offering insights into customer requirements. This application accelerates the analysis of client needs, allowing sales teams to quickly create more accurate, personalized proposals that address the specific requirements of each customer. By managing preliminary data tasks, the tool frees up sales teams to focus on customer-specific challenges.
Additionally, DHL uses commercially available generative AI solutions within its legal and customer support teams to aid in processes like summarizing customer inquiries, handling legal documents and generally supporting customer query resolution. By leveraging AI in these areas, DHL Supply Chain boosts operational efficiency and enhances the customer experience.
“These AI-driven tools are not just technological novelties, but practical applications aimed at transforming key business processes”, said Sally Miller, global chief information officer at DHL Supply Chain. “It is crucial to note that our AI applications are focused on enhancing our analytics capabilities to provide deeper insights and unlock greater value for our customers. These initiatives underscore our commitment to being even more customer-centric, enabling us to better serve our customers and meet their needs with greater precision and efficiency, by using cutting-edge technology.”
Markus Voss, global chief development officer at DHL Supply Chain, said: “Generative AI is transforming how we manage data and develop proposals. By cleaning and assessing data from potential customers before designing logistics concepts, our engineers can be far more productive. Similarly, Gen AI’s role in helping us read and assess proposals, allows us to focus on delivering tailored solutions. As part of DHL Group’s commitment to innovation, we are also exploring AI applications in other commercial environments to further enhance operational excellence.”
With support from BCG X, the technology and design unit of BCG, DHL Supply Chain has developed these applications internally to suit the needs of customers and employees. A dedicated generative AI team has been set up within DHL Supply Chain to oversee current applications and drive future AI advancements.
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