DHL Supply Chain implements Generative AI
DHL Supply Chain has embarked on a major initiative in Generative AI, with support from Boston Consulting Group (BCG).
This move introduces a range of AI-driven applications aimed at improving data management and analytics, ultimately enhancing customer insights and unlocking greater value. It represents a significant step in DHL’s broader effort to harness AI technology and elevate the customer experience.
One of DHL’s first key applications is a data cleansing tool, designed for its in-house Solutions Design team. This tool efficiently cleans and analyzes data submitted by potential customers, ensuring engineers have accurate information for developing logistics solutions quickly. As a result, the quality of DHL’s solutions improves, while the time to market is significantly reduced.
The second AI application benefits DHL’s sales teams by streamlining the proposal development process. It enables faster analysis of customer requirements, allowing the sales team to produce more accurate and personalized proposals that cater to individual needs. By automating early-stage data management, the tool frees up the sales team to focus on addressing specific customer challenges.
In addition, DHL employs commercially available AI solutions within its legal and customer support teams. These tools assist with tasks like summarizing customer queries, processing legal documents, and resolving issues more efficiently. Leveraging AI in these areas boosts operational efficiency and enhances the overall customer experience.
“These AI tools are not just technological advancements but practical solutions transforming key business processes,” says Sally Miller, Global Chief Information Officer at DHL Supply Chain. “Our focus is on improving analytics capabilities, delivering deeper insights, and unlocking more value for customers through cutting-edge technology. These efforts underscore our commitment to customer-centricity and precision in service delivery.”
Markus Voss, Global Chief Development Officer at DHL Supply Chain, added: “Generative AI is revolutionizing how we manage data and proposals. By streamlining data assessment, our engineers can be more productive in developing tailored logistics solutions. This technology also supports our goal of maintaining operational excellence across various commercial environments.”
With assistance from BCG X, the tech development unit of Boston Consulting Group, DHL has built these AI use cases in-house to meet the needs of both customers and employees. A dedicated team within DHL Supply Chain oversees the current AI applications and is driving future innovations in this space.
