C.H. Robinson, a logistics management company, has revolutionized its customer communication by implementing automated email transactions with shippers using large language models (LLM) powered by artificial intelligence. 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 is able to classify incoming emails, read them, and replicate the steps that a human would take to fulfill the customer’s request.
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. On a typical business day, C.H. Robinson receives over 11,000 emails from customers and carriers asking for pricing on truckload freight. Mark Albrecht, the vice president for artificial intelligence at the company, explains that 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. The company is currently processing around 2,000 customer quotes per day using this technology, and there are 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
