Artificial intelligence is becoming increasingly relevant for customs administrations operating in digitally interconnected trade environments, similar to its growing role in supply chain management. Customs processes such as risk assessment, cargo clearance, and information exchange through Single Window systems involve high levels of uncertainty, large data volumes, and time pressure, making them well suited for AI-supported decision-making. AI applications can support customs operations by learning from historical trade data, identifying patterns and anomalies, and providing officers with timely, evidence-based recommendations rather than replacing human authority.When the interaction between artificial intelligence and human expertise is considered in customs operations, AI performs tasks such as document processing, risk identification, and workflow acceleration. Customs brokers, in contrast, interpret regulatory requirements, evaluate commercial implications, and retain final decision-making authority. Meaningful transformation occurs where algorithmic capabilities and human judgment operate in an integrated and complementary manner.This study examines how artificial intelligence transforms the role of customs brokers in customs operations. A qualitative case study methodology was employed in a high-volume customs brokerage firm. Data were collected through process analysis, document review, and observational insights to explore human–AI interaction in customs decision-making. The findings are analyzed thematically to evaluate the role of AI as a decision-support mechanism rather than a substitute for professional judgment.The study contributes to both theory and practice by demonstrating how AI-enabled systems can enhance decision quality and operational efficiency in customs brokerage while preserving the central role of human judgment in regulatory processes.

Keywords

Artificial Intelligence, Supply Chain, Customs Digital Transformation, Case Study.