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Madrid, 20 May 2025 – GLS Spain has taken another step forward in the digitisation of logistics with the implementation of conversational Artificial Intelligence (AI) solutions in its customer service processes. In collaboration with Aunoa, a company specialising in intelligent conversational solutions, the company has developed a tool that optimises the management of shipments via WhatsApp and reduces the workload of the Customer Service team by around 45%.
Integrated into WhatsApp and other digital channels, the tool allows addresses to manage their deliveries autonomously and quickly, offering the possibility to modify the delivery address, redirect packages to a Parcel Shop and check the status of their shipments without the need for human assistance, with fast and accurate responses.
Since its implementation, the solution has managed close to 300,000 conversations, significantly improving operational efficiency and reducing incidents due to absence at home. This has led to significantly faster response times compared to traditional channels.
"At GLS, we want to revolutionize the customer experience through innovative tools that enhance personalisation and efficiency in interactions with addressees. This development allows us to improve interaction while optimising our operations and reducing the workload of our customer service teams," points out Ramón Pérez, Senior Manager National Sales, Marketing & Communication at GLS Spain.
Technology for sustainability
The integration of this technology not only improves the user experience but also reinforces GLS Spain's commitment to sustainability in the last mile. The ability to manage deliveries and redirect parcels to the more than 6,900 convenience points in Spain helps to reduce failed delivery attempts and thus CO₂ emissions from unnecessary journeys.
“Artificial Intelligence applied to logistics not only improves the user experience but also helps us move towards a more sustainable and efficient model”, highlights Ramón Pérez.
Towards smarter and more connected logistics
The integration of these conversational AI solutions into GLS Spain's processes is a further step in the company's digital transformation. In collaboration with Aunoa, new technological solutions continue to be developed to optimise deliveries, improve service personalisation and make logistics increasingly agile and efficient.
In addition, GLS Spain is consolidating its commitment to the development of artificial intelligence through the creation of a development hub focused on Customer Experience which, located in Madrid, joins the other two already established in Europe focused on operations and process automation. In this way, the hub implemented in Spain works with the aim of being the driving force behind the digital transformation of the GLS Group's customer experience, marketing and sales.
With this support to innovation, GLS Spain reaffirms its leadership in the logistics sector, promoting digitisation to offer its customers a more flexible, automated and sustainable service.
About GLS Spain
GLS Spain is a subsidiary of the GLS Group, a leading provider of national and international parcel, transport of goods and express services in 40 countries. Thanks to its extensive network of logistics centres and extensive local market knowledge, GLS customers receive a high-quality, personalised and flexible service, not only in Europe but also beyond its borders. As a group, GLS generated record revenues of EUR 5.6 billion in 2023-2024 and delivered 905 million parcels.
In Spain, the GLS network has more than 600 of its own centres and agencies, in addition to the support of more than 7,600 Parcel Shops, and more than 4,900 delivery vehicles and walkers.
Since 2021, GLS Spain has been a signatory partner of the United Nations Global Compact, thus reinforcing its commitment to contribute to the Sustainable Development Goals (SDGs) in the development of its activity.
For more information, visit the page gls-spain.es .