When DHL upgraded its AI-powered voicebot last year, the post and parcels team in Germany checked the transcripts of its interactions and noticed a problem. The bot often failed to recognise the word “Ja” — German for Yes. Spotting and ironing out such a fundamental glitch “was a telling example of how important it is [with artificial intelligence] to take the time and do the analysis of what’s working well and what’s working less well,” says Benjamin Hübner, who runs consumer customer services for the division. The voicebot is one result of efforts by DHL to apply AI to some of the trickiest problems facing the logistics industry and German business. Its progress shows how companies are embedding the technology deep inside their processes. Faced with an ageing workforce and a surge in ecommerce, the German business says AI will plug looming staff shortages rather than force lay-offs.

Full feature : How German delivery giant DHL uses automation and AI to help offset an ageing workforce, with one in three support staff set to retire in the next five years.