DHL harnesses AI to change trade across the Gulf region

DHL World Holding is accelerating the use of AI to transform logistics across the Middle East, said Amadou Diallo, CEO, DHL World Holding for the Middle East and Africa region. AI is enhancing operational efficiency and customer experience, while complementing human teams rather than replacing them. The technology is being applied to real-time shipment tracking, automated financial and supply-chain analysis, and consistent customer service across diverse languages and accents. AI is helping DHL standardise processes across the UAE, Kingdom of Saudi Arabia, Egypt, Morocco, and East Africa. It allows employees to focus on critical tasks while technology manages repetitive work and data-heavy operations. This approach is improving decision-making, reducing errors, and providing clients with faster, more reliable services. The adoption of AI comes alongside other regional trends, including multi-modal transport, new energy investments, and expanding healthcare logistics. DHL is using AI to link global and regional markets efficiently, ensuring supply chains remain resilient despite geopolitical tensions and market shifts. Diallo emphasised the Middle East is becoming a technology-driven logistics hub where AI supports human expertise and strengthens regional connectivity, preparing the sector for future growth and innovation.