Two strong voices with a single mission: how responsibility shapes innovation – and how AI is becoming fair

Why is the digital transformation so important for Swiss Post?

Kim Kordel: These days, our customers expect digital services that are simple, fast and reliable. This requirement is driving the digital transformation forward and challenging the entire market. Competitors are also focusing on innovations to reduce costs and strengthen their position. To ensure that Swiss Post remains competitive and relevant to the general public, we are consistently investing in future technologies – from automated sorting and autonomous driving to digital customer platforms.
What is meant by the ethical design of digital technologies?

Christina Meyer: For us, taking responsibility means fairness, transparency and taking into consideration the impact on individuals and society. To this end, we have drafted the Digital ethics guidelines, defining clear principles and ambitions. With our ethics-by-design approach, we test the ethical aspects of digital solutions at an early stage. This is supported by processes and tools that ensure that the topic remains present at all times.

Another important part of the digital transformation is the use and application of artificial intelligence. Why is diversity of decisive importance for fair AI?

Christina Meyer: AI learns from data. Data lacking in diversity and data reflecting a distorted image of the past lead to one-sided, biased results. That’s why we focus on diversity: both in the data basis and in the teams that design AI. Different perspectives are essential for recognizing and avoiding bias.

Kim Kordel: Digital solutions are better if they reflect the diversity of society. Studies show that significantly more men use generative AI – this is shaping the development of the technology. If women do not play an active role in shaping change, there is a risk that innovations will become one-sided.

How is Swiss Post promoting the trustworthy use of AI? 

Kim Kordel: AI has long been part of everyday working life for many people, but is still uncertain territory for others. At Swiss Post, we use an AI tool for everyday tasks. It simplifies access, promotes trustworthy use and helps people to get used to AI – so that they can also discover the benefits for larger processes. With our training and empowerment services, we develop digital skills and help to reduce the digitization divide between experienced and less experienced employees.

Christina Meyer: The use of AI is a major change that can trigger questions and fears. That’s why we’ve developed five golden rules that guide our employees in the use of generative AI. An excerpt: “Understanding the basic principles” – only those who know how AI works and why it provides probabilities instead of truths can make good use of it. “Assuming responsibility” and “critically verifying results” are just as important. And we give employees the freedom to decide for themselves where AI can best support them.

What motivates you personally to champion digital responsibility?

Christina Meyer: Digitization presents enormous opportunities – from more efficient processes to new services for society. It is important to me that we implement these in line with our values. For me, responsibility is not an obstacle, but a success factor for sustainable innovation.

What makes Swiss Post an exciting place for digital topics?

Kim Kordel: Today, Swiss Post is much more than a logistics company – it is a technology company that actively embraces digital innovation. We don’t just talk about investments, we implement them. Examples such as our multi-award-winning Post-App or the highly automated sorting center in Villmergen clearly show that AI-based technologies have long been an integral part of our everyday work. This diversity of digital projects makes Swiss Post unique: we think ahead with innovation and implement it consistently – with the ambition of acting fairly and assuming responsibility. Gender equality and female expertise go without saying, and we have a much higher proportion of female experts than in other IT units. Our goal: to develop AI transparently and in a trustworthy manner. By doing so, we are creating an environment in which innovation is not only possible, but part of everyday work – and, as a systemically important company, we are actively helping to shape Switzerland’s digital future.

More info:

Digital ethics at Swiss Post