SUPPLY CHAIN
“ AL and ML help optimise routes , reduce fuel consumption and reduce waste ”
VENKY ARUN , PARTNER OF STRATEGIC OPERATIONS , KEARNEY
having to strike a balance between automation and human expertise , says Venky , who cites collaborative warehouse robots – ‘ cobots ’ – as an example .
“ These are used in areas where humans are also working , and , together , they complete tasks such as sorting , carton loading , case packing , and tray placement .”
Here , he references Unilever ’ s production plant in Katowice , Poland , which uses cobots “ to speed up the palletising process , to optimise work ergonomics and to relieve employees from strenuous tasks ”. Another nuanced automation use case that he mentions is the balance between AI-driven chatbots and human feedback .
“ Answers to basic questions , such as returns policies for a retailer , can be handled through a chatbot ,” he says , “ but enquiries that require empathy and personalisation need to be delivered by humans .”
In light of this , Venky suggests Supply chain managers would do well to study the banking sector , which has deployed bestpractice automated customer support .
“ For bank relationship-managers , the automation of manual tasks has enabled a more efficient way of working , so they can refocus their time on higher-value engagements that help deepen relationships with their clients .”
Cobots , such as this automated picker , are helping warehouses bypass labour shortages
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