AI Agents Are Revolutionizing Logistics

Das Wichtigste auf einen Blick

90% of companies see high potential in AI agents for logistics (INFORM study 2025)

DHL relies on AI agents for automated communication – planning for millions of voice minutes per year

Stopping the brain drain: AI helps with knowledge transfer before experienced dispatchers retire

80% acceptance: Employees have a positive view of AI technology (Samsara study)

Dusk falls over a state-of-the-art logistics center in North Rhine-Westphalia. Autonomous transport robots glide between the shelves, their sensors tirelessly scanning inventory, while in the background, algorithms calculate the optimal route for the next delivery in real-time. What seemed like science fiction just a few years ago is now a reality in German logistics. AI agents are increasingly taking control of complex processes, relieving human workers, and promising a revolution in efficiency. However, the path is lined with technological hurdles and the necessity of ensuring that humans are not left behind in this transformation.

"AI agents relieve our teams" – DHL Supply Chain leads the way

An outstanding example of the practical application of AI agents is provided by DHL Supply Chain. The logistics giant has intensified its collaboration with the AI startup HappyRobot to expand the use of autonomously acting AI systems worldwide. The goal is clearly defined: to improve customer service while simultaneously retaining employees by creating more attractive roles.

"As part of our structured, strategic approach to leveraging artificial intelligence, we have been systematically identifying and testing use cases for generative and agent-based AI technologies for over 18 months," explains Sally Miller, CIO of DHL Supply Chain. The AI agents are already independently handling phone and email communication for tasks such as scheduling appointments, calling back drivers, or coordinating particularly urgent warehouse processes. This automation enables faster, more consistent, and more scalable workflows. The ambition is high: DHL is aiming for millions of automated voice minutes and hundreds of thousands of emails per year. This shows that AI agents are not just a technical gimmick, but a strategic tool for managing the increasing volume of communication and optimizing resource utilization.

Cognitive Automation: The next evolutionary step after traditional automation: AI agents understand natural language, make context-aware decisions, and learn from experience. In logistics, this means that instead of following rigid rules, systems can react to unforeseen situations just like experienced dispatchers.

Autonomous vehicles are rolling out: REWE tests the "Last Mile"

The vision of autonomous delivery vehicles is also drawing closer. In Bochum, REWE is the first food retailer in Germany to test the delivery of groceries using a highly automated Level 4 vehicle. In collaboration with the Swiss technology company LOXO, which has maintained a branch in Munich since 2024, REWE is testing the revolution of the "last mile" in urban logistics. This development, which the Fraunhofer IML had already predicted for 2024 in the form of test drives of autonomous trucks on German highways through the ATLAS-L4 research consortium, could become reality faster than many assume. Such innovations promise not only efficiency gains but also a reduction in CO2 emissions—a megatrend that will continue to shape the logistics industry.

The Status Quo: An industry on the move

The German logistics industry is considered a pioneer in digitalization. A study by the Ifo Institute from August 2023 shows that 13.3 percent of German companies are already using AI, another 9.2 percent are planning to use it, and 36.7 percent are discussing potential scenarios. Logistics, in particular, sees itself as a pioneer: 56 percent of logistics companies consider their industry to be a leader in digitalization, compared to 32 percent in the economy as a whole.

The potential of AI agents in logistics is recognized by the majority of experts. A study conducted in the summer of 2025 by INFORM among 114 specialists and executives shows that almost nine out of ten companies (around 90 percent) see high or very high potential in AI agents. Twelve percent of the companies surveyed are already using the technology productively, while another 25 percent are in the testing phase.

The most attractive fields of application for these intelligent helpers are diverse: sales planning and demand forecasting are at the top of the list, followed by inventory management and its optimization. The detection and assessment of risks in the supply chain, transport planning and optimization, as well as production and manufacturing control are also cited as central areas of application. AI agents analyze data in real-time, make independent decisions, and support the collaboration between humans and machines as intelligent assistance systems.

Between hype and craftsmanship: Expert assessment

René Kessler from abat, a speaker at the Logistics Summit 2024, draws an apt comparison: "AI is, to some extent, like fire. Fire stands for energy, for transformation, and has brought us as humans a great deal of progress. But if I use fire incorrectly, I can destroy entire villages. And it might be similar with AI." He emphasizes that it is about seeing AI as a tool and using it where it creates real added value, rather than "doing AI projects just to do AI projects." Despite the hype, AI is "not just a hype," as the investment volume is enormous.

Michael Ruchty, Exhibition Director of LogiMAT, highlights the practical benefits: "Artificial intelligence [...] supports the automation of complex applications, enables fast and precise problem analysis in real-time, and accelerates processes. In doing so, it strengthens the competitiveness of companies and optimizes resource use and consumption."

Challenges and the human factor

However, the path to comprehensive integration is not without hurdles. The INFORM study shows that well-trained employees, clear guidelines, and transparent decision-making processes are crucial for the successful deployment of AI agents. Almost two-thirds of respondents want training on how to use the technology (61 percent) and a better understanding of how it works and its limitations (58 percent).

Another aspect is the so-called "sim-to-real gap"—the transfer of AI solutions developed in simulations to the real world. The Fraunhofer IML is conducting intensive research into this challenge, for example with its robot platforms evoBOT and O3dyn, to ensure that the intelligent systems also act reliably in physical environments.

In a study from October 2024, McKinsey & Company highlights the impact of AI on workforce planning. Staff turnover in logistics rose by 33 percent after COVID-19, and the retirement of the baby boomer generation is exacerbating the skills shortage. Ludwig Hausmann, Senior Partner at McKinsey in Munich, sees an opportunity here: "AI can help companies make workforce planning more efficient and develop new programs and tools for smart data analysis. This creates the resilience that industries need." McKinsey analyses show that AI models can predict staffing requirements in call centers with 90 percent accuracy and reduce overtime costs by up to 20 percent.

Employee acceptance is encouragingly high: A Samsara "State of Connected Operations 2024" study found that 80 percent of employees in companies that use AI have a positive view of the technology. This is often because AI solutions can make everyday work easier and increase safety.

Outlook: The logistics of tomorrow

The logistics industry is facing a profound transformation. Trends for 2025 and beyond include even greater integration of AI and automation, from smarter control to autonomous decision-making. Sustainability will continue to play a central role, as the Fraunhofer IML shows with an AI system for fuel-efficient route planning, which is said to enable savings of up to 40 percent. The market for AI voice recognition, an important building block for many AI agents, will grow to 73 billion dollars worldwide by 2030, with an average annual growth of 27 percent.

According to Gartner, by 2026, over 80 percent of companies will use AI-supported applications in production environments, a significant jump from just 5 percent in 2023. The Handelsblatt AI Summit 2024/2025 confirms: AI is here to stay and is becoming the new norm that is revolutionizing business models.

The logistics of the future will be significantly shaped by intelligent, autonomous agents that optimize processes, conserve resources, and relieve humans of repetitive tasks. The challenge lies in implementing these technologies responsibly, bringing employees along on this journey, and creating the necessary infrastructure for a resilient and efficient supply chain.

Sources: