DHL Supply Chain has moved to increase the deployment of the HappyRobot communication automation tools across its logistics network, following successful rollouts in multiple regions and functions.
The company is pushing the technology into high-volume workflows such as scheduling, warehouse coordination, and routine customer updates.
DHL says the change is cutting manual work and improving the speed of responses, allowing staff to redirect attention to tasks that require judgment rather than repetition.
HappyRobot executives say the collaboration has been driven by close technical alignment and rapid testing cycles. Quili Peña, head of Strategy & Operations and the lead for this strategic partnership initiative, described the experience.
“Working with the DHL Supply Chain leadership on this landmark initiative has been fantastic. 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 executives have linked the expansion to a technology plan that has been in progress for more than a year. According to Sally Miller, the organisation has been validating different applications before introducing them at scale.
She explained: “As part of our structured and strategic approach to AI, DHL Supply Chain has been systematically identifying and validating operational use cases for generative and agentic AI technologies for over 18 months.”
The tools now support communication that previously required large teams to manage thousands of emails and voice calls. The company says this is already changing day-to-day work inside warehouses and transport hubs. Internal leaders frame the shift as both a productivity move and a response to labour shortages.
Lindsay Bridges stressed the impact on staff experience, stating: “At DHL Supply Chain, our people are at the heart of everything we do.” She added that freeing workers from repetitive duties makes the roles more appealing and helps maintain service levels even as hiring becomes harder in several markets.
HappyRobot engineers say the system has been built to withstand large-scale use and interruptions across different communication channels. Danny Luo said the team’s focus included reliability improvements to support DHL’s operational demands.
The partnership is expected to grow as DHL tests additional scenarios in other business units. Pablo Palafox, CEO of HappyRobot said the long-term goal goes beyond automating messages, commenting: “At HappyRobot, we envision AI workers coordinating global supply chain operations – not just moving data, but actively managing workflows.”
Neither DHL Supply Chain nor HappyRobot disclosed timelines for the next phase, but both described the early results as strong enough to justify wider rollout.
