DHL Deploys AI To Fill Retirement Gap as Third of German Workers Near Exit

DHL's German operations, facing the departure of one-third of support staff within five years, has automated customer service calls and begun capturing institutional knowledge through AI-conducted exit interviews. The company's voicebot now processes one million monthly calls, resolving half without human intervention, though initial deployments struggled with basic German language recognition. FT adds: At DHL in Germany, one in three staff working in support operations will retire in th...