Being Digital by Default is a cornerstone of DHL Group’s Strategy 2030, and the rise of Agentic AI marks a new chapter in our journey towards smarter, more resilient operations. As part of this transformation, we are deploying autonomous AI agents to optimize communication processes, enhance customer experience, and unlock productivity gains across our global network.
Why Agentic AI Matters
Global logistics operates at scale and complexity. Millions of minutes are spent annually on routine tasks such as scheduling, status checks, and high-priority order coordination. By introducing Agentic AI, DHL Group automates these repetitive interactions, freeing employees to focus on exception handling, strategic problem-solving, and value-added services.
Strategic Partnership with HappyRobot
DHL Supply Chain has partnered with HappyRobot, a leading AI innovator, to integrate fully autonomous agents capable of:
Managing phone, email, and messaging communication at scale.
Coordinating critical logistics processes in real time.
Seamlessly integrating with DHL’s internal systems for end-to-end automation.
Initial deployments already handle hundreds of thousands of emails and millions of call minutes annually, accelerating response times and improving service consistency.
Taking the Next Step
Pilot projects across the Group have demonstrated measurable benefits:
11 million minutes of phone calls identified for automation.
Significant reduction in manual workload and faster turnaround for time-sensitive tasks.
Enhanced employee engagement by eliminating repetitive tasks and creating more meaningful roles.
Our ROI-driven approach focuses on high-volume, well-defined processes with strong data quality, ensuring that automation delivers tangible efficiency gains and margin improvements. Many further use-cases will extend across divisions, reinforcing DHL Group’s Digital by Default mindset:
Automated appointment scheduling, payment reminders and document handling.
High-priority order coordination.
Route status checks and transport visibility.
What This Means for Stakeholders
Agentic AI is more than a technology - it’s a strategic enabler of profitable growth. By automating routine interactions, DHL Group improves cost efficiency and scalability, enhances customer responsiveness and service quality and strengthens resilience in a dynamic market environment.
With Digital by Default embedded in our Strategy 2030, we are leveraging AI and automation to secure our leadership in global logistics and deliver sustainable value for all stakeholders.
Automation & Robotics Strategy for Sustainable Growth
Automation and Robotics are no longer a distant vision – they are reality at DHL Group today. To proactively shape the future of DHL Group, we are engaging in strategic partnerships with key technology leaders. Locus Robotics and Robust.AI for instance provide Autonomous Mobile Robots that work alongside our human associates in our distribution centers. SVT Robotics is our partner to for flexible integration of robotic and automation technology in our IT landscape. Our partnership with Boston Dynamics and the deployment of the Stretch robot exemplifies how innovation drives efficiency, resilience, and long-term value creation for customers and shareholders alike.
A Partnership Built for Strategic Impact
Since 2018, DHL Group and Boston Dynamics have collaborated to redefine logistics automation. Moving beyond traditional vendor relationships, we co-develop, test, and scale robotics solutions tailored to real-world operations. This approach ensures differentiation, operational excellence, and measurable returns, which are key pillars of our Strategy 2030.
Stretch: Transforming Operations
The Stretch robot automates one of the most physically demanding tasks: container unloading. Equipped with advanced vision systems, machine learning, and smart gripper technology, Stretch handles diverse box sizes and complex stacking configurations.
Performance: Up to 500 cases per hour
Impact: Reduction of manual work in challenging environments, improving throughput and employee safety
Initially co-developed and deployed in North America in 2023, Stretch has expanded to the UK and Europe, proving its scalability across markets. This video shows Stretch in action in our Warehouse.
Taking the Next Step
In 2025, DHL Group and Boston Dynamics signed an agreement to deploy over 1,000 additional Stretch units globally. This milestone accelerates our digitalization agenda and opens new applications, including case picking - the most labor-intensive activity in contract logistics. This evolution represents the next major efficiency lever for our operations.
Financial and Operational Highlights
€1 billion invested in automation within contract logistics over the past three years
7,500+ robots, 200,000+ smart devices, and 800,000 IoTsensors deployed globally
More than 90% of warehouses equipped with automation or digitalization solutions
These investments strengthen cost efficiency, capacity flexibility, and service quality - reinforcing DHL Group’s ability to capture growth and deliver superior returns.
What This Means for Stakeholders
Robotics and automation are strategic enablers of profitable growth. By scaling solutions like Stretch and engaging in strategic partnerships with key technology leaders like Locus Robotics and Robust.AI, DHL Group enhances operational leverage, supports margin expansion, and builds a platform for sustainable value creation across all divisions.
Harnessing Geographic Tailwinds
Global trade is evolving at an unprecedented pace. While headlines often focus on volatility, DHL Group sees opportunity in the shifting economic winds. Our Geographic Tailwinds (GT20) initiative - part of Strategy 2030 - is designed to target above-average growth markets and deliver value for customers and shareholders alike.
Why GT20 Matter
Three major trends can be observed across global supply chains:
China+X strategies: While accelerating trade with China, companies are diversifying manufacturing by creating new hubs in Southeast Asia and beyond.
Nearshoring and friend-shoring: Businesses are moving production closer to end markets to reduce risk and cost.
Capital inflows into emerging economies: Strategic investments are fueling infrastructure and innovation in high-growth regions.
These dynamics create “tailwinds” for logistics - and DHL Group is setting its sails to catch them.
Focus-Markets around the Globe
Our GT20 initiative targets markets around the globe with particular focus on 20 countries projected to grow stronger than average through 2030. From Mexico and Brazil in the Americas to Poland and Romania in Europe, and from India and Thailand in Asia to Egypt and the UAE in the Middle East and Africa, these markets offer strong fundamentals and rising demand for advanced logistics solutions.
Taking the Next Step
To unlock this potential, we are making strategic, multi-year investments:
€1 billion in India across all business units by 2030. The investment reflects DHL's confidence in India's dynamic market, spanning key sectors such as life sciences and healthcare, new energy, e-commerce, and digitalization.
€500+ million in the Middle East, strengthening hubs in Saudi Arabia and the UAE to support regional trade and innovation.
€300 million in Sub-Saharan Africa to expand infrastructure and services in e-commerce, energy, perishables, and healthcare.
These investments span all DHL divisions, ensuring integrated solutions for customers and sustainable growth for our business.
What This Means for Stakeholders
GT20 is more than a growth accelerator; it’s a resilience strategy. By aligning with geographic tailwinds, DHL Group:
Diversifies revenue streams in fast-growing economies.
Enhances service capabilities for global customers.
Positions for long-term value creation, by addressing structural GDP+ growth regions.
