Revolutionizing Logistics Management: C.H. Robinson’s AI-Powered Email Quote System

C.H. Robinson, a logistics management company, has recently implemented an innovative system that utilizes artificial intelligence to process customer quote requests through automated email transactions. This technology allows shippers who prefer to communicate via email to enjoy the same speed-to-market and cost savings as those who are more digitally connected with the company. The system can classify incoming emails, read them, and replicate the steps that a human would take to fulfill the customer’s request.

On a typical business day, C.H. Robinson receives over 11,000 emails from customers and carriers asking for pricing on truckload freight. Despite having the option to receive instant price quotes through the company’s digital platform, some shippers still choose to send an email requesting a price quote. The new generative AI technology can now respond to email requests for price quotes in an average of 2 minutes and 13 seconds, compared to the previous manual process that required human intervention.

The automation of customer quote requests has allowed C.H. Robinson to allocate more time to helping customers with more complex demands. Currently, the company is processing around 2,000 customer quotes per day using this technology and plans to expand its use to automate other types of transactions that shippers and carriers typically conduct via email. The LLM technology can be programmed to identify emails related to load tenders, pickup appointments, and shipment tracking updates.

In terms of spot quotes, C.H. Robinson has already trained the model to differentiate between requests for truckload, less-than-truckload (LTL), intermodal, or air freight. This automated system streamlines communication and improves efficiency for both the company and its customers.

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