Field Test: DHL drivers test AI-powered voice assistant

DHL Parcel UK, Volkswagen Commercial Vehicles and German Autolabs teamed up to build and test a voice assistant for delivery drivers. The result: drivers spend less time looking at their scanner while at the wheel, are more effective in delivery, and are less stressed at work. New drivers and temporary staff are onboarded faster and experience major benefits from a proactive assistance system. Here’s how we did it.

The challenge: CEP volumes exploding amid driver shortages

“This year [2020] we are expecting a parcel boom the like of which we have never seen before.” Frank Appel — DHL CEO

As reported in our recent article, the Last Mile parcel boom, this poses particular challenges for companies in the courier, express and parcel services (CEP) sector. Volumes are exploding and are under strong price pressure, experienced drivers are becoming scarce, while consumer expectations of fast, transparent and reliable delivery are becoming ever higher. A vicious circle has been created, and it is rapidly expanding.

The idea: Voice assistance for parcel drivers

The Last Mile Assistant in action

Enter the Last Mile Assistant: an intelligent voice assistant for professional parcel drivers. The assistant simplifies complex workflows and converts them into straightforward information that is proactively read out at the optimum moment. This keeps eyes on the road, hands on the wheel and makes life easier for a driver under pressure.

The Last Mile Assistant running on an Android tablet during field testing in Leicestershire.

The logistics partner: DHL Parcel UK

“A more efficient driver has an impact on all other key KPIs such as successful first delivery or time to stop.” Daniel Mieves, CPO and co-founder, German Autolabs.

A major DHL KPI to tackle is driver satisfaction. A good Last Mile driver is an extremely valuable commodity for a parcel fulfilment specialist. Churn rate in the industry is high, and stress levels are a contributing factor to new drivers not staying in the job.

With a clearer understanding of the pressures on the Last Mile sector, and with a strong sense that we could build something to help tackle their challenges, we set out to select a vehicle partner. We ended up with the best in the business.

The vehicle partner: Volkswagen Commercial Vehicles

Fortunately, one of the world’s leading commercial vehicle innovations teams is based here in Berlin.

“Voice assistance for drivers who drive for a living was the natural next step for us to explore together.” Artur Hasselbach — Volkswagen Commercial Vehicles

With VW on board, we could rapidly prototype and iterate our proposed solution in a real VW Crafter vehicle.

The Last Mile Assistant graphical user interface (GUI)

The product: Last Mile Assistant

“Stop 12: 55 St Margaret’s Way. Secure location: Red box by front door. This stop is yyy/safe. ”

The GUI explained

Last Mile Assistant always focuses on the next stop, and makes mission critical information available to the driver just at the right moment. 400 yards before reaching the address, the driver is reminded of the house number or name that they are headed to, and what to expect when they get there:

  • Delivery or pick-up
  • Number of items
  • Delivery information stored by the customer
  • Defined secure locations.

The information is actively read out loud and can be repeated at any time via an easy voice command. If the announced time window is ending soon, a reminder is issued.

The Voice UX logic flow

Although much of this information exists in the hand scanner, it cannot be read on the small display during the journey. If the programme is then delivered and scanned, the assistant automatically switches to the next stop on the route. As a significant bonus, the whole package also works offline to help with limited and patchy internet connection in rural areas.

The field test: DHL Hub, Leicester

In the midst of the COVID-19 pandemic, which also fundamentally changed way of life around the world, the conditions were unique: parcels are currently not acknowledged in person but documented as delivered via a photo log. Moreover, almost all recipients are at home — little wonder, given the nature of the lockdown.

Drivers evaluated the assistant’s performance on a week-by-week basis. To fully understand the working environment and to witness their interactions with the assistant, we rode in the vehicles with each driver. The days concluded with in-depth interviews to track progress as the assistant was iterated and improved by the tech team in Berlin. The result of this qualitative research was positive: our hypotheses were confirmed. The Last Mile Assistant simplifies work processes and boosts productivity by providing useful information at the right time, it is rated as easy-to-use and makes the driver reach for the scanner less frequently.

“The field test clearly demonstrated that the Last Mile Assistant has so many knock-on effects down the whole logistics chain and adds value to the business. Our research showed that it was especially helpful for new starters. They can quickly learn unfamiliar areas, get into a well-working workflow and are more effective and less challenged with their new job as a result.”

Daniel Mieves — CPO and co-founder, German Autolabs.

For full access to the results of our comprehensive field test, and to find out more about how we build voice assistance for logistics and delivery fleets, visit — and thank you for reading!

We build voice assistance solutions for professional drivers.