DHL Global Forwarding embraces AI

At the recently held myDHLi Digital Summit 2024, DHL presented key improvements and innovations for its myDHLi customer portal along three dimensions: ease of use, resilience and sustainability.

These improvements are aimed at providing customers with greater transparency, control and efficiency in their logistics processes. More than 20,000 customers currently use the state-of-the-art customer portal, monitoring an average of more than 450,000 shipments per month. This impressively proves the trust that users have in the platform.

“At DHL Global Forwarding, we want to be a reliable and trustworthy partner for our customers. The integration of GenAI with myDHLi allows us to further enhance their logistics experience and offer innovative solutions that promote ease of use, resilience and sustainability. Together, we are shaping the future of logistics and giving our customers the tools they need to navigate safely through ever-changing requirements and developments,” said Tim Scharwath, CEO DHL Global Forwarding.

User-friendly and reliable

In a very short time, GenAI has proven its potential for optimizing work processes and tasks with impressive results. myDHLi’s new virtual assistant is based on innovative artificial intelligence. The chatbot, which is available around the clock, enables faster access to information and thus improves the user experience. For example, customers can now inquire about the shipping status, find contact details and receive support on various topics. The GenAI-driven virtual assistant is a reliable and helpful partner for the daily management of supply chains and shipments. This is another important step in improving productivity with the help of myDHLi. In addition, a new Customer Support Center provides direct help and guidance and serves as a valuable information and feedback channel for users.

myDHLi Track, a core feature of the customer portal, has been fundamentally revised based on customer feedback. The new design is designed to improve the user experience: all shipment information, including housebill, status, exceptions, timestamps and locations, is presented clearly and concisely on a single screen. Users no longer need to scroll and have a better overview of all relevant data. They can also use the portal on mobile devices and filter information conveniently. For even more transparency, DHL has added additional information to the portal – for example, customs declarations are displayed in the Shipment Details section.

Improved resilience

Effective tracking capabilities are critical to a resilient system in the face of unpredictable crises and disruptions. Therefore, the improved myDHLi Track allows users to filter shipments by “exceptions”. This allows unforeseen changes to be detected quickly, leaving more time for informed decisions. Today, an average of over 450,000 shipments are already monitored with the help of myDHLi Track. In addition, the myDHLi Reports function has been improved. The reports can be configured, filtered and scheduled according to the requirements. For example, customers can only display the “exceptions” if necessary. For users who prefer proactive updates, the configurable notification options are particularly beneficial. Depending on their wishes and needs, they can receive the notifications either individually or as part of a daily e-mail.

Improved sustainability

Sustainability is an integral part of DHL’s strategy and is reflected in various functions of myDHLi. Customers using myDHLi Quote + Book can choose the GoGreen Plus service, which reduces greenhouse gas emissions through the use of sustainable fuels. The enhanced myDHLi Analytics tool provides improved visibility into sustainability commitments. Users can track their annual spending with the DHL GoGreen Plus service and monitor their monthly progress. An improved GoGreen dashboard enables benchmarking of emissions reduction activities based on trade lanes and time periods. Thanks to this comprehensive overview, customers gain a better understanding of concrete measures that DHL is taking to reduce the environmental impact of their transports. They can also align their logistics planning with their sustainability goals and take more responsibility for reducing their emissions through improved transparency.

These and other new features and improvements were unveiled at the annual myDHLi Digital Summit on May 16. myDHLi is DHL Global Forwarding’s innovative one-stop customer portal for digital transport solutions. The portal combines a range of convenient services such as myDHLi Quote, myDHLi Book, myDHLi Track, myDHLi Documents, myDHLi Analytics and myDHLi Reports with innovative features, providing customers with complete visibility into their transports. With the unique myDHLi Follow + Share function, shipment information can be shared with one click. This enables seamless collaboration between suppliers, trading partners and customers. DHL’s development team consistently implements user feedback and explores new opportunities for further performance and productivity improvements for customers.