Global freight forwarder
Shipment Tracking & Lifecycle
Customer Status Requests
Answers customer status requests automatically.
What it does
A customer emails, messages a portal, or calls asking where their freight is, and the request lands in a shared inbox alongside everything else, often with no load number or a stale reference. This specialized agent reads the request, matches it to the right shipment even when the customer cites only a PO or a pickup city, looks up the load's current milestone and location, and replies in the customer's own thread. The answer is grounded in what the shipment knowledge graph holds for that load, and the exchange is written back against the load in the TMS so the record stays current.
When it runs
It watches the inbound channels where customers ask for status: the shared inbox, portal messages, and call transcripts. It fires the moment a "where is my load" request arrives and is matched to an active shipment.
Impact
Status requests are a constant drain on reps who stop real work to look up a load and retype the same answer dozens of times a day. Handling them automatically reclaims that ops capacity and gets the customer a faster, more accurate reply than a rep juggling hundreds of shipments can manage. Each exchange also counts toward the offline shipment data captured automatically, so a conversation that would otherwise die in an inbox thread becomes part of the load's structured record.
Success stories
See relevant success stories.
Global logistics service provider
Shipment documents captured at facility scan
Read the story
Global 3PL
POD capture and TMS closeout, automated
Read the story
Global freight forwarder
Catching shipment exceptions before they hit service
Read the story
Major national brokerage
Brokerage-wide inbox triage on autopilot
Read the story
Customs brokerage
