In the transport and logistics sector, the use of artificial intelligence (AI) is rapidly gaining momentum, as demonstrated not only by the recent initiative from DHL Supply Chain but also by a new study from the management consultancy Horváth, a firm specialising in performance management and digital transformation. While DHL is already employing AI agents for communication and process coordination globally, many companies remain hesitant about strategic rollouts.
DHL Supply Chain: AI agents take over operational communication
In cooperation with the start-up HappyRobot, DHL Supply Chain is integrating so-called “agentic AI” into key communication processes. These AI agents autonomously handle tasks such as appointment scheduling, call-back management for drivers, and coordination of urgent warehousing processes via phone, email, or messenger. The goal is to increase efficiency and response speed while reducing the burden on employees.
“We are now integrating AI agents to make processes more efficient for our customers and to make job profiles more attractive for our employees,” explains Sally Miller, CIO at DHL Supply Chain.
According to DHL, digital assistants already process hundreds of thousands of emails and millions of minutes of conversations each year, freeing staff for value-adding activities.
Employee retention through technology
From an HR perspective, the use of AI should also deliver added value:
“AI agents relieve our teams of repetitive tasks and create space for meaningful activities,” emphasises Lindsay Bridges, EVP Human Resources at DHL Supply Chain.
Given the shortage of skilled workers, making job roles more attractive is seen as essential for retaining talent.
Horváth study: Firms still hesitant with AI in SAP environments
Despite the clear potential, many companies continue to hesitate, according to Horváth’s study. Although almost all surveyed organisations are planning AI initiatives, six out of ten are still in the middle of transitioning to SAP S/4HANA — and are largely neglecting the integration of AI tools such as SAP Joule.
“Many companies fail not due to technical possibilities but due to a lack of agility,” says SAP expert Stefan Maus from Horváth.
Joule, an integrated AI agent within the SAP ecosystem, offers substantial potential for standardised logistics processes such as automated quotation collection or order suggestions — without additional implementation costs or interface requirements.
AI as an opportunity for first movers in logistics
According to Horváth, targeted deployment in routine tasks can be a genuine “game changer”, particularly for companies with high volumes and standardised operations. The key, Maus argues, is focused application:
“Better to selectively choose business processes and automate them properly, rather than doing a little bit of everything.”
DHL is already demonstrating how automation can be combined with employee-centred design. While many companies remain stuck in proofs of concept and pilot phases, the logistics giant is achieving tangible efficiency gains in day-to-day operations.
