As companies across all markets are moving toward automation, GM Envios Cargo and Logistics is exploring how artificial intelligence supports daily operations in logistics. GM is an established company working with customers across the United States and Latin America, whose recent automation implementations can serve as an interesting research subject for the applications of AI-assisted systems in the field.
Led by Jhonifer Suarez, who is the Owner of GM Envios and oversees operational coordination and process optimization initiatives, the company has achieved an improvement of roughly 35% in customer response times following the rollout.
GM is using AI tools to manage customer interactions across several platforms including WhatsApp, Instagram, and Facebook. On the back end, the new technology is tracking shipments, managing customer registration, analyzing and tracking overdue invoices, and keeping track of automated payments.
According to Suarez, the most noticeable improvements have been in the consistency of communication and operational organization. Especially by automating parts of the customer service process, GM has been able to reduce response times and manual workload across several departments.
In addition, the implementation of these new systems has contributed to lower operational costs and improved overall team productivity by streamlining internal processes that previously required extensive manual oversight. However, even with several positive results, Suarez believes that AI is still far from replacing human involvement inside the company’s operations.
“Most customers still prefer direct human assistance; in logistics situations can change quickly, and there is no one better than our experts to address and solve issues quickly,” he explains. “Our systems are fully monitored by staff, and our team steps in whenever personal support is needed.”
GM seems to have found a healthy balance between automation and human oversight and showcases an Ideal scenario for AI usage in a market where providers continue to adapt to a more technology-driven industry.
Suarez still plans to expand its AI integration further; he is currently exploring AI-supported phone handling systems as well as additional automation tools focused on predictive analytics, logistics optimization, and CRM integration. However, any further automation initiatives remain under evaluation as the company continues adapting internal systems to new trends in the market.
