November 25, 2025
DHL Posts HappyRobot’s AI Agents to Support Live Supply Chain Operations
AI agents are all over the news and learning fast in today’s fast-moving organisations. Yet, there are still plenty of firms on the fence over safety, security and reliability.
If an organisation like DHL Supply Chain, with a globe-spanning logistics organisation, is running AI agents to support staff, streamline operations and boost efficiency, that’s a pretty good maturity sign.
The company is using HappyRobot’s agents to automate a growing number of routine tasks like scheduling and coordination, allowing teams can focus on their operational and strategic goals. All while driving DHL’s commitment to innovation and customer-centric service.
DHL Boosts Customer Communications with AI Agents
In a time of tariffs and supply chaos, DHL Supply Chain is partnering with agentic AI provider (and 2022 startup) HappyRobot. The collaboration sees agentic AIs deployed to streamline operational communication and improve DHL’s customer experience and employee engagement.
Use cases, including appointment scheduling, driver follow-up calls, and high-priority warehouse coordination. These agents autonomously handle phone and email interactions, enabling faster, more consistent, and scalable communication.
Quili Peña, HappyRobot’s Head of Strategy & Operations and the lead for this strategic partnership effort, emphasized the significance of the collaboration, stating: “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.”
Strategic Use of AI Across DHL Supply Chain
“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.” Sally Miller, CIO DHL Supply Chain, explains.
“Building on our extensive operational experience with data analytics, robotic process automation, and self-learning software tools, 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.”
Current deployments already in use across DHL Supply Chain target hundreds of thousands of emails and millions of voice minutes annually.
AI agents are supporting key workflows such as appointment scheduling, transport status calls, and high-priority warehouse coordination – helping teams manage operational communication at scale and with greater consistency.
Danny Luo, a senior engineer on the founding team, added, “To enable this transformation, we’ve created a unified AI worker orchestration layer across email, WhatsApp, and SMS, enabling omnichannel capabilities with built-in fault tolerance and recovery.” He and his team have also been working on major reliability improvements in the infrastructure to support the scale and criticality of the operational processes running on the HappyRobot deployment for DHL.
AI Agents As A New Operating Model
These implementations have already shown measurable impact – significantly reducing manual effort, increasing responsiveness, and enabling teams to focus on more strategic tasks and exception handling.
By automating high-volume communication workflows, AI agents like those from HappyRobot are helping DHL deliver faster, more customer-centric services, while improving the work experience for employees and contributing to long-term workforce retention.
“At DHL Supply Chain, our people are at the heart of everything we do,” said Lindsay Bridges, EVP Human Resources at DHL Supply Chain. “AI agents help us relieve our teams from repetitive, time-consuming tasks and give them space to focus on meaningful, high-value work. In today’s tight labor markets, where qualified talent is increasingly scarce, these technologies allow us to maintain – and even improve – responsiveness, customer centricity, and service consistency, while making roles more attractive and sustainable. That’s not just operational progress – it’s also a win for our people.”
The true value from these agents might be noticed as small steps every day across the supply chain business. But, next time there’s an outbreak of global supply chaos, the agents and their future editions could well provide immense added-value in reducing stress and supporting teams.
