Process customer shipment requests automatically for an International Logistics Provider

[Workflow snapshot]

The agent monitors shared station inboxes, classifying inbound emails as shipment requests or inquiries.

For shipment requests, it extracts structured fields from email bodies and attachments (origin, destination, dimensions, weight, equipment type, accessorials, special requests).

If details are missing, the agent follows up with the customer and posts the structured request into the TMS once complete.

Volume: 9,000 shipment requests monthly.

[Key outcomes]

Approvals record who accepted each draft with audit context.

• Shipment intake and quoting run end-to-end within governance.
• Email bodies and attachments parsed into structured order objects.
• Drafts generated only after required fields validate up front.
• Exceptions routed to coordinators with full context instead of re-keying.

[Controls applied]

Error handling preserves SLAs without sacrificing governance.

• Schema validation covers pickup, delivery, equipment, and accessorial requirements.
• Completeness checks and confidence thresholds gate TMS write-back.
• Scoped access to inboxes and TMS actions, with trace IDs on every change.

[Data and integrations]

Maintains the TMS as the system of record with full traceability.

• Ingests shared inboxes and attachments, then enriches with customer master data and lane constraints.
• Applies routing rules and rate cards before drafting into the TMS.
• Logs every field change with user, model, and timestamp metadata.

[Exception management]

Keeps humans focused on edge cases while the agent handles volume.

• Confidence thresholds trigger reviews with highlighted uncertainty.
• Missing fields trigger auto-replies to customers with structured asks.
• High-risk orders (rush, hazmat, special handling) route to senior coordinators.

[Rollout steps]

A controlled rollout builds trust with dispatch and pricing teams.

• Pilot in a single region or customer segment to tune rate and routing rules.
• Benchmark first-pass yield and exception volume before expanding.
• Gradually enable auto-drafting, then auto-approval once accuracy targets are met.