DHL Express launches AI-powered computer vision tool to automate customs item descriptions
Accurate description of shipment contents for customs has traditionally required specialist knowledge and precise wording.
UAE – DHL Express has introduced a new solution that uses AI-powered item identification and advanced computer vision to automatically generate customs-compliant item descriptions from customer photos, simplifying cross-border shipping in eight initial markets, including the UAE, Canada, Germany, and South Africa.
Customers can simply take a photo of the item they want to send using their smartphone or computer. AI then generates a clear, customs-compliant description and automatically populates the appropriate field for customs documentation, making the shipping process faster and easier.
Technology Behind the Solution
Accurate description of shipment contents for customs has traditionally required specialist knowledge and precise wording.
By embedding AI directly into the booking process, DHL Express makes this step easier, improves data quality, reduces the risk of delays, and makes international shipping more accessible and reliable for customers of all experience levels.
Industry-First Innovation
Mahmoud Haj Hussein, Managing Director of DHL Express UAE, said: “Computer vision is now live for customers in some initial markets, with the UAE among the first to offer this feature. This will have a strong impact, as accurate item classification at the point of data entry means cleaner data across the entire shipment lifecycle.“
“The results are fewer holds, faster clearance, and a better outcome for the customer. Once the picture is taken, the AI system processes the image and generates a structured, customs-compliant item description aligned with international documentation standards within only a few seconds,” explained Haj Hussein.
“No DHL Express account is required, ensuring a simple and accessible experience. This deployment marks a significant step forward in applied AI within logistics, representing the first-time item identification has been seamlessly integrated into a live, customer-facing international express booking flow at scale.“
Customer Experience and Global Expansion
Enna Zarate, Senior Vice President of Digital Customer Solutions at DHL Express, said: “The item description field was not a minor inconvenience; it was a critical moment where the customer experience broke down. This AI feature is a direct response to customer feedback, and we are proud that DHL Express is the first in our industry to bring it to customers.”
The deployment marks a significant step forward in applied AI within logistics, representing the first time item identification has been seamlessly integrated into a live, customer-facing international express booking flow at scale. Further rollout is planned throughout 2026 to expand the service to additional markets worldwide.
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