Ports

CH Robinson Deploys Automated Agents Across Forwarding Operations

CH Robinson is expanding its use of automated agents to handle freight routing recommendations, quote preparation, and ocean booking processing. The company leverages proprietary technology and customer data to strengthen its competitive position in global forwarding.

The deployment spans ocean shipping, airfreight, and customs brokerage, with multiple agents coordinating complex tasks. Mike Short, president of Global Forwarding, stated that customers receive information faster as benefits compound.

Automation represents a significant leap from prior efforts. Previous digital booking tools achieved only 5% automation over approximately 10 years for ocean and air requests. Chief Technology Officer Mike Neill noted that booking requests no longer require manual handling, though he acknowledged more work remains to automate all booking steps.

Pricing agents have generated more than 80,000 quotes for over 3,600 customers. Quote turnaround times have dropped dramatically—from one day for airfreight and two to three days for ocean freight to two to three minutes. The agents interpret shipping requirements, coordinate with external parties, and evaluate routing and charges at origin and destination points.