C.H. Robinson, a leading logistics management company, has revolutionized its communication with shippers by implementing an automated email transaction system powered by large language models (LLM) and artificial intelligence. This technology allows customers 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.
Despite having access to instant price quotes through the company’s digital platform, some shippers still opt to send an email requesting a 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, significantly faster than 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 plans to expand its use to automate other types of transactions that shippers and carriers typically conduct via email, such as load tenders, pickup appointments, and shipment tracking updates.
In terms of spot quotes, C
