DHL deploys gen AI to improve data analysis

  • November 4, 2024
  • Steve Rogerson

DHL has launched a venture into generative AI, developed with the support of Boston Consulting Group (BCG).

DHL is deploying a suite of AI applications at scale to enhance its data management and analytics capabilities, aiming to improve the provision of insights and directly unlock value for its customers.

DHL’s first key gen AI application is a data cleansing tool used by its in-house design team. It cleans, sorts and provides an initial analysis of data submitted by potential customers, ensuring DHL engineers have accurate data for designing logistics options quickly and efficiently. This not only enhances their effectiveness but also reduces the time to market.

The second gen AI application supports the sales teams by providing insight during the initial stages of proposal development. The tool enables faster analysis of the customer’s requirements, letting the sales team quickly create more accurate and personalised proposals that cover each customer’s requirements. By handling the preliminary data management, this tool allows the sales teams to devote more attention to specific customer challenges.

In addition, DHL is making use of commercially available products with embedded gen AI to support processes in their legal and customer support teams. These tools can assist with tasks such as summarising customer queries, processing legal documents and general support with customer query resolution. By taking advantage of AI in these areas, DHL can enhance operational efficiency and ensure a seamless customer experience.

“These AI-driven tools are not just technological novelties, but practical applications aimed at transforming key business processes,” said Sally Miller, global chief information officer at DHL Supply Chain. “It is crucial to note that our AI applications are focused on enhancing our analytics capabilities to provide deeper insights and unlock greater value for our customers. These initiatives underscore our commitment to being even more customer-centric, enabling us to better serve our customers and meet their needs with greater precision and efficiency, by using cutting-edge technology.”

Markus Voss, global chief development officer at DHL Supply Chain, added: “Generative AI is transforming how we manage data and develop proposals. By cleaning and assessing data from potential customers before designing logistics concepts, our engineers can be far more productive. Similarly, gen AI’s role in helping us read and assess proposals allows us to focus on delivering tailored options. As part of DHL’s commitment to innovation, we are also exploring AI applications in other commercial environments to further enhance operational excellence.”

With the support of BCG X, the tech build and design unit of Boston Consulting Group (www.bcg.com), DHL (group.dhl.com) has built these use cases internally, ensuring they are tailored to fit the needs of customers and employees. A dedicated gen AI team has been established in DHL to manage these applications and drive future AI developments.