In collaboration with Boston Consulting Group (BCG), DHL Supply Chain has launched a suite of innovative AI applications. The aim is to enhance its data management and analytics capabilities, thereby improving the provision of insights and unlocking greater value for customers. This strategic initiative is a crucial step in DHL Supply Chain‘s broader efforts to harness the potential of AI and enhance the customer experience.
Sally Miller, Global Chief Information Officer at DHL Supply Chain, emphasized that these AI-driven tools are not just technological novelties. They are practical applications designed to transform key business processes and enhance analytics capabilities. This will provide deeper insights and unlock greater value for customers, underscoring DHL’s commitment to being more customer-centric.
Key AI Applications in DHL’s Operations
The first key Gen AI application is a sophisticated data cleansing tool used by DHL’s in-house Solutions Design team.
This tool cleans, sorts, and provides an initial analysis of data submitted by potential customers. This ensures that DHL engineers have accurate data for designing logistics solutions quickly and efficiently, enhancing the effectiveness of solutions provided and significantly reducing the time to market.
The second Gen AI application supports the sales teams by providing insight during the initial stages of proposal development.
This tool enables faster analysis of the customer’s requirements, allowing the sales team to quickly create more accurate and personalized proposals. By handling preliminary data management, this tool allows the sales teams to devote more attention to specific customer challenges.
AI Enhancing Operational Efficiency
In addition to these applications, DHL is utilizing commercially available solutions with embedded Gen AI to support processes in their legal and customer support teams. These tools assist with tasks such as summarizing customer queries, processing legal documents, and general support with customer query resolution. By leveraging AI in these areas, DHL Supply Chain enhances operational efficiency and ensures a seamless customer experience.
In conclusion, DHL Supply Chain’s adoption of Generative AI is a strategic move aimed at enhancing customer value and data management. By leveraging AI applications in various aspects of their operations, DHL is poised to provide deeper insights, improve analytics capabilities, and ultimately unlock greater value for their customers. This commitment to innovation underscores DHL’s dedication to delivering exceptional customer experiences through cutting-edge technology.
