C.H. Robinson Automates Email Responses With AI
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C.H. Robinson has launched an artificial intelligence platform that automates responses to email requests from shippers seeking answers to commonplace inquiries, the company announced May 7.
The technology is designed to classify incoming emails and then replicate the steps necessary to fulfill a specific request, such as a price quote. It also can be trained to identify emails about load tenders, pickup appointments or shipment tracking updates.
“For someone like a busy warehouse manager with unexpected spot freight or freight in a new lane, an email can just feel easier,” said Mark Albrecht, vice president for artificial intelligence. “Before generative AI, replying to that email request defied automation. Customers had to wait for a human just to pass along a quote. Now, our new technology reads the email and supplies the quote in an average [of] 2 minutes 13 seconds.”
C.H. Robinson said the technology breaks a long-standing barrier to automation by giving shippers who use email the same speed-to-market and cost savings as shippers who are more digitally connected. The company estimates that on an average business day, it receives more than 11,000 emails from customers and carriers requesting pricing on truckload freight.
C.H. Robinson ranks No. 2 on the Transport Topics Top 100 list of the largest logistics companies in North America.
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