DHL and HappyRobot Partner to Automate Communication Tasks
DHL Supply Chain has joined forces with San Francisco-based HappyRobot to introduce AI-powered agents that automate routine communication tasks across its global operations. The partnership is focused on increasing efficiency by managing large volumes of phone calls and emails. DHL is deploying these agents for appointment scheduling, driver follow-ups, and warehouse coordination.
Pablo Palafox, CEO of HappyRobot, explained, “Employees often spend too much time managing systems and inboxes, leaving little room to address exceptions or improve workflows. DHL recognised early the value of AI agents as an operational layer that could help.”
This collaboration is part of DHL’s broader enterprise AI strategy and is designed to enhance both customer communication and employee experience. The company reported that the agents assist teams in handling operational workflows at scale, freeing staff to concentrate on more strategic responsibilities.
Sally Miller, CIO of DHL Supply Chain, said that AI agents are being integrated to “boost process efficiency for customers while making operational roles more engaging and rewarding for employees.” Current deployments manage hundreds of thousands of emails and millions of voice minutes annually.
The agents are credited with improving consistency in scheduling, providing transport status updates, and supporting warehouse coordination.
Operational Impact, System Capabilities, and Employee Benefits
Yamil Mateo, HappyRobot’s head of product, stated that the partnership allowed them to develop features tailored to DHL’s operational requirements. “The DHL team quickly grasped the scale of support our platform could provide to their organisation,” he added.
HappyRobot’s engineers have built a unified system compatible with email, WhatsApp, and SMS. Senior engineer Danny Luo noted that it includes mechanisms for “fault tolerance and recovery” to handle DHL’s operational scale effectively.
DHL highlighted that the AI agents have cut down on manual work and improved responsiveness in communication-heavy areas. The company noted that reducing repetitive tasks also helps support employee retention.
Lindsay Bridges, EVP of human resources at DHL, said, “These AI agents relieve our teams from repetitive, time-consuming tasks, giving them the space to focus on meaningful, high-value work.”
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