Automated Customer Service Agent

Clients called several times a day asking about shipment status. Dispatchers lost 30% of their time answering instead of winning new orders.

• Around 45 status enquiries a day — each one required manual checking in the TMS and telematics
• Average response time to customer emails was 4 hours
• Dispatchers spent 30% of their time on status questions
• No coverage outside working hours — customers were unhappy at evenings/weekends

Deployment of an AI agent answering customer enquiries automatically, integrated with TMS and telematics

• The agent reads the customer's question from email, chat or a form
• Automatically connects to telematics and checks the vehicle's real-time position
• Calculates a realistic ETA from the route, traffic and history
• Generates a professional reply and sends it 24/7 — including weekends