Logistics leaders harness agentic AI to transform customer support

Global shipping giants like DHL are turning to agentic AI to tackle the complexities of customer service at scale. Unlike chatbots that rely on rigid scripts, agentic AI understands language nuances, reasons contextually, and completes workflows autonomously across systems and channels. This technology manages tasks from tracking shipments to proactively resolving delays, delivering seamless multilingual support and freeing up human agents for higher-value work. 

DHL’s AI agent Paula, for example, now handles millions of annual inquiries while keeping satisfaction high and costs low. As labour shortages and digital-first expectations intensify, agentic AI is fast becoming critical infrastructure for resilient, efficient logistics operations.

Read the full article to see how agentic AI is reshaping global logistics support.