C.H. Robinson, a leading logistics management company, has implemented an innovative email system that leverages large language models (LLM) and artificial intelligence (AI) to streamline communication with shippers. This technology provides customers who use email with the same level of speed-to-market and cost savings as those who are digitally connected to the company.
The AI technology automatically classifies incoming emails, reads them, and takes the necessary steps to fulfill customer requests. For example, many shippers still prefer to send an email requesting a price quote rather than logging into a digital platform. On average, the company receives over 11,000 emails from customers and carriers seeking pricing information for truckload freight every day.
Mark Albrecht, Vice President for Artificial Intelligence at C.H. Robinson, explains that while customers can receive instant price quotes through the company’s digital platform, some still opt for email due to convenience. The generative AI technology now allows for automated responses to these email requests, providing quotes in just over 2 minutes. This automation frees up employees to focus on more complex customer needs.
Currently, the company has automated the process for replying to 2,000 customer quote requests each day and plans to expand this technology to other email transactions that shippers and carriers commonly use. The LLM technology can be trained to identify emails related to load tenders, pickup appointments, shipment tracking updates and more. C.H. Robinson has already trained the model to differentiate between quote requests for various types of freight such as truckload
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