GenAI Improves Data Management and Supply Accuracy

DHL Supply Chain has launched a generative AI project with the support of the Boston Consulting Group (BCG). The company is leveraging a range of AI applications to enhance its data management and analytics capabilities.

Tool for Data Cleansing

The first major AI application is a sophisticated data cleansing tool utilized by its Solutions Design team. This tool cleanses, sorts, and provides an initial analysis of data submitted by potential customers, ensuring that DHL’s engineers can develop logistics solutions quickly and efficiently using accurate data. This not only increases the effectiveness of the solutions but also significantly shortens the time to market.

The second AI application supports the sales teams by providing critical information during the initial phase of preparing quotations. The tool enables faster analysis of customer requirements and allows the sales team to quickly create more precise and personalized offers that meet the unique needs of each customer. By managing the preliminary data tasks, the application frees up the sales teams to focus more specifically on the customer’s individual challenges.

Summarising Customer Enquiries

DHL also uses commercially available solutions with embedded generative AI to support the processes of its legal and customer support teams. For example, these tools can help summarize customer requests, process legal documents, and generally assist in resolving customer inquiries.

With the support of BCG X, the Boston Consulting Group’s tech build and design unit, DHL Supply Chain has developed these use cases internally and ensured that they are tailored to the needs of both customers and employees.