The Secrets Behind Amazon's Ever-Faster Deliveries
How AI and sustainability are transforming the journey from click to delivery at Amazon.
The journey of a package from the moment a customer clicks “buy” to the moment it arrives at their doorstep is one of the most complex and finely tuned processes in the world of e-commerce. At Amazon, this journey is constantly being optimized, not only for speed and efficiency, but also for sustainability. This optimization is driven by the integration of cutting-edge technologies like artificial intelligence (AI), machine learning (ML), and robotics, which allow Amazon to streamline its operations while working towards minimizing unnecessary packaging.
The use of AI and ML in logistics and packaging is playing an increasingly vital role in transforming the way packages are handled across Amazon’s vast global network. In two interviews — one with Clay Flannigan, who leads manipulation robotics programs at Amazon, and another with Callahan Jacobs, an owner of the Sustainable Packaging team’s technology products — we gain insights into how Amazon is using AI, ML, and automation to push the boundaries of what’s possible in the world of logistics, while also making significant strides in sustainability-focused packaging.
The Power of AI and Machine Learning in Robotics
One of the cornerstones of Amazon’s transformation is the integration of AI and ML into its robotics systems. Flannigan’s role within the Fulfillment Technologies Robotics (FTR) team, Amazon Robotics, centers around manipulation robotics — machines that handle the individual items customers order on amazon.com. These robots, in collaboration with human employees, are responsible for picking, sorting, and packing millions of products every day. It’s an enormously complex task, given the vast diversity of items in Amazon’s inventory.
“Amazon is uniquely positioned to lead in AI and ML because of our vast data,” Flannigan explained. “We use this data to train models that enable our robots to perform highly complex tasks, like picking and packing an incredibly diverse range of products. These systems help Amazon solve logistics challenges that simply wouldn’t be possible at this scale without the deep integration of AI.”
At the core of Amazon’s robotic systems is machine learning, which allows the machines to “learn” from their environment and improve their performance over time. For example, AI-powered computer vision systems enable robots to “see” the products they are handling, allowing them to distinguish between fragile items and sturdier ones, or between products of different sizes and shapes. These systems are trained using expansive amounts of data, which Amazon can leverage due to its immense scale.
One particularly important application of machine learning is in the manipulation of unstructured environments. Traditional robotics have been used in industries where the environment is highly structured and predictable. But Amazon’s warehouses are anything but predictable. “In other industries, you’re often building the same product over and over. At Amazon, we have to handle an almost infinite variety of products — everything from books to coffee makers to fragile collectibles,” Flannigan said.
“There are so many opportunities to push the boundaries of what AI and robotics can do, and Amazon is at the forefront of that change.”
In these unstructured environments, robots need to be adaptable. They rely on AI and ML models to understand their surroundings and make decisions in real-time. For example, if a robot is tasked with picking a coffee mug from a bin full of diverse items, it needs to use computer vision to identify the mug, understand how to grip it without breaking it, and move it to the correct packaging station. These tasks may seem simple, but they require advanced ML algorithms and extensive data to perform them reliably at Amazon’s scale.
Sustainability and Packaging: A Technology-Driven Approach
While robotics and automation are central to improving efficiency in Amazon’s fulfillment centers, the company’s commitment to sustainability is equally important. Callahan Jacobs, product manager on FTR’s Mechatronics & Sustainable Packaging (MSP) team, is focused on preventing waste and aims to help reduce the negative impacts of packaging materials. The company has made significant strides in this area, leveraging technology to improve the entire packaging experience.
“When I started, our packaging processes were predominantly manual,” Jacobs explained. “But we’ve moved toward a much more automated system, and now we use machines that custom-fit packaging to items. This has drastically reduced the amount of excess material we use, especially in terms of minimizing the cube size for each package, and frees up our teams to focus on harder problems like how to make packaging out of more conscientious materials without sacrificing quality.”
Since 2015, Amazon has decreased its average per-shipment packaging weight by 43 percent, which represents more than 3 million metric tons of packaging materials avoided. This “size-to-fit” packaging technology is one of Amazon’s most significant innovations in packaging. By using automated machines that cut and fold boxes to fit the dimensions of the items being shipped, Amazon is able to reduce the amount of air and unused space inside packages. This not only reduces the amount of material used but also optimizes the use of space in trucks, planes, and delivery vehicles.
“By fitting packages as closely as possible to the items they contain, we’re helping to reduce both waste and shipping inefficiencies,” Jacobs explained.
Advanced Packaging Technology: The Role of Machine Learning
AI and ML play a critical role in Amazon’s efforts to optimize packaging. Amazon’s packaging technology doesn’t just aim to prevent waste but also ensures that items are properly protected during their journey through the fulfillment network. To achieve this balance, the company relies on advanced machine learning models that evaluate each item and determine the optimal packaging solution based on various factors, including the item’s fragility, size, and the route it needs to travel.
“We’ve moved beyond simply asking whether an item can go in a bag or a box,” said Jacobs. “Now, our AI and ML models look at each item and say, ‘What are the attributes of this product? Is it fragile? Is it a liquid? Does it have its own packaging, or does it need extra protection?’ By gathering this information, we can make smarter decisions about packaging, helping to result in less waste or better protection for the items.”
“By fitting packages as closely as possible to the items they contain, we’re helping to reduce both waste and shipping inefficiencies.”
This process begins as soon as a product enters Amazon’s inventory. Machine Learning models analyze each product’s data to determine key attributes. These models may use computer vision to assess the item’s packaging or natural language processing to analyze product descriptions and customer feedback. Once the product’s attributes have been determined, the system decides which type of packaging is most suitable, helping to prevent waste while ensuring the item’s safe arrival.
“Machine learning allows us to make these decisions dynamically,” Jacobs added. “For example, an item like a t-shirt doesn’t need to be packed in a box—it can go in a paper bag. But a fragile glass item might need additional protection. By using AI and ML, we can make these decisions at scale, ensuring that we’re always prioritizing for the option that aims to benefits the customer and the planet.”
Dynamic Decision-Making With Real-Time Data
Amazon’s use of real-time data is a game-changer in its packaging operations. By continuously collecting and analyzing data from its fulfillment centers, Amazon can rapidly adjust its packaging strategies, optimizing for efficiency at scale. This dynamic approach allows Amazon to respond to changing conditions, such as new packaging materials, changes in shipping routes, or feedback from customers.
“A huge part of what we do is continuously improving the process based on what we learn,” Jacobs explained. “For example, if we find that a certain type of packaging isn’t satisfactory, we can quickly adjust our criteria and implement changes across our delivery network. This real-time feedback loop is critical in making our system more resilient and keeping it aligned with our team’s sustainability goals.”
This continuous learning process is key to Amazon’s success. The company’s AI and ML models are constantly being updated with new data, allowing them to become more accurate and effective over time. For example, if a new type of packaging material is introduced, the models can quickly assess its effectiveness and make adjustments as needed.
Jacobs also emphasized the role of feedback in this process. “We’re always monitoring the performance of our packaging,” she said. “If we receive feedback from customers that an item arrived damaged or that there was too much packaging, we can use that information to improve model outputs, which ultimately helps us continually reduce waste.”
Robotics in Action: The Role of Gripping Technology and Automation
One of the key innovations in Amazon’s robotic systems is the development of advanced gripping technology. As Flannigan explained, the “secret sauce” of Amazon’s robotic systems is not just in the machines themselves but in the gripping tools they use. These tools are designed to handle the immense variety of products Amazon processes every day, from small, delicate items to large, bulky packages.
“Our robots use a combination of sensors, AI, and custom-built grippers to handle different types of products,” Flannigan said. “For example, we’ve developed specialized grippers that can handle fragile items like glassware without damaging them. These grippers are powered by AI and machine learning, which allow them to plan their movements based on the item they’re picking up.”
The robotic arms in Amazon’s fulfillment centers are equipped with a range of sensors that allow them to “see” and “feel” the items they’re handling. These sensors provide real-time data to the machine learning models, which then make decisions about how to handle the item. For example, if a robot is picking up a fragile item, it will use gentler strategy, whereas it might optimize for speed when handling a sturdier item.
Flannigan also noted that the use of robotics has significantly improved the safety and efficiency of Amazon’s operations. By automating many of the repetitive and physically demanding tasks in fulfillment centers, Amazon has been able to reduce the risk of injuries among its employees while also increasing the speed and accuracy of its operations. It also provides the opportunity to focus on upskilling. “There’s always something new to learn,” Flannigan said, “there’s no shortage of training and advancement options.”
Continuous Learning and Innovation: Amazon’s Culture of Growth
Both Flannigan and Jacobs emphasized that Amazon’s success in implementing these technologies is not just due to the tools themselves but also the culture of innovation that drives the company. Amazon’s engineers and technologists are encouraged to constantly push the boundaries of what’s possible, experimenting with new solutions and improving existing systems.
“Amazon is a place where engineers thrive because we’re always encouraged to innovate,” Flannigan said. “The problems we’re solving here are incredibly complex, and Amazon gives us the resources and freedom to tackle them in creative ways. That’s what makes Amazon such an exciting place to work.”
Jacobs echoed this sentiment, adding that the company’s commitment to sustainability is one of the things that makes it an attractive place for engineers. “Every day, I learn something new, and I get to work on solutions that have a real impact at a global scale. That’s what keeps me excited about my work. That’s hard to find anywhere else.”
The Future of AI, Robotics, and Innovation at Amazon
Looking ahead, Amazon’s vision for the future is clear: to continue innovating in the fields of AI, ML, and robotics for maximum customer satisfaction. The company is investing heavily in new technologies that are helping to progress its sustainability initiatives while improving the efficiency of its operations.
“We’re just getting started,” Flannigan said. “There are so many opportunities to push the boundaries of what AI and robotics can do, and Amazon is at the forefront of that change. The work we do here will have implications not just for e-commerce but for the broader world of automation and AI.”
Jacobs is equally optimistic about the future of the Sustainable Packaging team. “We’re constantly working on new materials and new ways to reduce waste,” she said. “The next few years are going to be incredibly exciting as we continue to refine our packaging innovations, making them more scalable without sacrificing quality.”
As Amazon continues to evolve, the integration of AI, ML, and robotics will be key to achieving its ambitious goals. By combining cutting-edge technology with a deep commitment to sustainability, Amazon is setting a new standard for how e-commerce companies can operate in the 21st century. For engineers, technologists, and environmental advocates, Amazon offers an unparalleled opportunity to work on some of the most challenging and impactful problems of our time.
