Growing shipment volumes, rising expectations for speed, transparency, and service quality: the demands on logistics processes continue to increase. Smooth operations on the last mile therefore require reliable structures and smart technologies that actively improve existing processes and create room for a better customer experience. Hermes Einrichtungs Service (HES) relies on two key technologies to achieve this: autonomous robots in the warehouse and an AI‑based voice and chatbot in customer communication — demonstrating what digital innovation looks like in practice.

Autonomous Robotics in Intralogistics: ANTS in Live Operation

With the subprojects “Autonomous New Transport System” (“ANTS”), HES brings autonomous robotics to where it makes a measurable difference: into day‑to‑day operations. At the logistics center in Löhne, autonomous mobile robots (AMRs) already handle transports between goods receipt, picking, and shipping. They move various load carriers such as pallets or roll containers, navigate independently through the warehouse, and avoid obstacles in real time.

The advantage goes beyond efficiency: with around 500 transport missions per week and a success rate of 98 percent, the AMRs make a significant contribution to process stability, safety, and quality assurance. Smooth movements, reduced wear, and fewer transport damages lead to measurable benefits both in the warehouse and for end customers. Because the autonomous vehicles ensure a constant material flow and virtually eliminate internal transport failures, shipments leave the warehouse more predictably and on time. This, in turn, ensures more reliable delivery times and consistent service quality.

Currently, three robots are in operation. The next expansion stage — ten additional AMRs — is already being prepared. “Our goal is a final automation rate of 80 percent at the Löhne site. In parallel, we are preparing the rollout at the southern German site in Ansbach with an initial three robots, following a similar target setup as in Löhne,” explain project leads Shirley-Ann Dorsch, Marvin Merle, and Nils Imdahl. “ANTS helps us standardize processes and manage capacities more flexibly. This reduces routine tasks for our teams, especially during peak periods.” HES sees this development as a systematic transformation of internal logistics. In the long term, the AMRs are expected to help handle planned shipment growth efficiently and at scale.

Added Value Through Conversational AI: Voice and Chatbot Hermine in Customer Dialogue

Alongside warehouse automation, HES is advancing the digitalization of the customer interface — with the AI‑powered voice and chatbot “Hermine.” The system is available around the clock and automatically processes customer inquiries. More than 140,000 calls per month are already handled, with an automation rate of 50 percent. This relieves the service hotlines, allowing employees to focus on more complex cases such as complaints or assembly-related issues.

Hermine handles tasks such as:

• Delivery status inquiries

• Appointment changes (including at night, independent of opening hours)

• Shipment tracking

• Digital delivery arrangements

A key innovation is Hermine Connect: this feature automatically forwards shipment numbers to the depots, accelerating internal communication and reducing processing time. In the future, the system will also pass the recognized intent from the voicebot directly to depot agents.

Customer identification is not based solely on shipment numbers: intelligent matching recognizes 80 percent of incoming mobile phone numbers and requires only the postal code for confirmation — a noticeable convenience improvement for end customers.

Another milestone is appointment selection after ordering: since early 2025, this service has been available to an additional 1.3 million customers, significantly expanding self‑service options. Initial samples show that the number of daily appointment changes via Hermine has doubled since then.

From Classic Automation to Generative AI

By integrating a Large Language Model (LLM), Hermine is evolving from a reactive system into a conversational assistant. The bot already recognizes keywords and understands the intent behind inquiries. “Up to 25 FAQs are already answered contextually. If a request is too complex, customers are automatically forwarded to a human service agent — usually after no more than two interaction attempts,” says Jannik Niederschierp.

In the next development stage, HES plans a generative version of Hermine that incorporates individual customer data. The goal: even more precise, personalized answers, for example regarding delivery history or product‑specific questions. 

Technology with Strategy: What Automation Means at HES

Technological progress at HES does not follow short‑term innovation trends but a clear roadmap focused on scalability, relief for employees, and quality. While ANTS ensures structural efficiency in the warehouse, Hermine increases responsiveness and transparency at the customer interface — key factors for a positive customer journey.

Both systems exemplify the transformation in logistics: automation does not replace people; it supports them in their daily work by freeing up resources, reducing errors, and improving service quality. For end customers, this means reliable services that are always accessible and easy to use. For depots and service teams, it means less routine work and more time for complex tasks and personalized support.

Conclusion: Digitalization with Substance — HES Makes It Tangible

Whether autonomous robots in the warehouse or an AI‑powered voicebot: the use of intelligent technologies is already part of everyday operations at HES. The collaboration between digital systems and humans leads to measurable improvements across all levels of the supply chain — from the warehouse to the living room. With projects like ANTS and Hermine, HES underscores its commitment to using technology to enhance customer satisfaction and process stability. Because the future of logistics is not only digital — it is concrete, scalable, and human‑centered.