MyDHLi now includes a GenAI virtual assistant

Held on 16MAY24, DHL’s annual myDHLi Digital Summit – the fourth of its kind – showcased a number of new features and ‘significant upgrades’ to its digital customer portal. The main highlight, however, was the introduction of a GenAI-based virtual assistant created to enhance the portal’s usability and efficiency for the more than 20,000 customers using myDHLi to optimize their supply chains and logistics. An average of 450,000 shipments are tracked every month, thus proving the portal’s reliability and usefulness. The press release underlines that the portal’s improvements stem from regular customer feedback, and that developments and additions to myDHLi are based on three pillars: “usability, resilience, and sustainability. These enhancements are aimed at providing customers with greater visibility, control, and efficiency in their logistics operations.”

Support in human form, but also as a 24/7 ChatBot. Image: DHL GF

The advanced AI enables the streamlining of work processes and its ChatBot allows for 24/7 customer support, providing information on shipment statuses, contact details, and support on a range of topics. In addition, a Customer Support Center also offers direct assistance and feedback.

myDHLi Track, too, has been upgraded to display all shipment information (house bill, status, exceptions, timestamps, and location) on a single screen, avoiding the need for scrolling and searching. Users can filter information easily on mobile devices, and additional details, such as customs declarations, have been incorporated. myDHLi Track can now be filtered by ‘exceptions’ to quickly identify any shipments requiring intervention.

Sustainability, integral to the DHL strategy, features in the GoGreen Plus service option allowing users to opt for reduced emissions through sustainable fuels, and the enhanced myDHLi Analytics which tracks sustainability efforts. Also, an upgraded GoGreen dashboard benchmarks carbon reduction activities based on trade lanes and time period, so that customers can better align their logistics choices to achieve their own sustainability goals.

Tim Scharwath, CEO DHL Global Forwarding, said: “At DHL Global Forwarding, we are dedicated to being a reliable and trusted partner for our customers. The integration of GenAI into myDHLi allows us to further enhance their logistics experience, offering innovative solutions that drive usability, resilience, and sustainability. Together, we are shaping the future of logistics, providing our customers with the tools they need to navigate the ever-changing landscape with confidence.”

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