Logistics & Supply Chain
Case Study
AI Dispatch & Tracking Assistant
An AI assistant that handles booking calls, shipment status updates, and driver coordination for a third-party logistics (3PL) operator — so the team can move more loads without adding headcount.
The Challenge
Logistics doesn't have a demand problem. It has a coordination problem.
A growing 3PL operator was losing time to the same conversations every day: customers calling to ask 'where's my shipment?', drivers calling to confirm pickups, and staff manually updating spreadsheets and the transport system. As volumes grew, two team members were tied up almost full-time just answering calls and copying information between systems — and customers still complained about slow updates. Every minute spent on routine status calls was a minute not spent on the delays and exceptions that actually needed a human.
Our Mission
"Take the repetitive phone calls and status chasing off the operations team, so people can focus on exceptions and customers instead of routine updates."
The Process
How we
approached it.
Free workflow audit
We sat with the operations team for a week and listed every repetitive call, message, and data-entry task — and how much time each one cost.
Build a working pilot
We built an AI assistant connected to their transport management system, starting with a small pilot covering tracking updates and pickup confirmations.
Roll out across channels
After the pilot proved itself, we expanded it to WhatsApp and email, added live driver coordination, and connected it to the CRM.
Optimise monthly
We tune the assistant from real conversations every month, so it handles more on its own as accuracy builds.
Technology Stack
Core Solutions
Form meets function.
AI Dispatch & Booking Agent
Handles inbound and outbound coordination across calls, WhatsApp, and email — confirming pickups with drivers, booking collections, and capturing new orders straight into the transport system, 24/7, without tying up a coordinator.
Live Shipment Tracking Assistant
Customers ask 'where is my shipment?' on WhatsApp, web chat, or by phone and get an accurate, real-time answer pulled straight from the transport system — no waiting for a human to check and call back.
Proactive Status & Exception Alerts
The assistant updates shipment status automatically and notifies customers at each step. When something needs a human — a delay, a damaged item, a special request — it gathers the details and escalates to the right person with full context.
Back-Office Automation
Reads proof-of-delivery documents, invoices, and forms, then updates your CRM, ERP, and spreadsheets automatically — replacing hours of copy-paste between systems with a few seconds of checking, and flagging errors before they cost money.
The Impact
Same team, a lot more capacity.
Routine tracking and update calls are now handled automatically, freeing the operations team to focus on problem shipments and key accounts. Customers get answers in seconds instead of waiting for a callback, and the business can take on more volume without hiring more coordinators.
~70%
Routine Calls Handled by AI
<1 min
Avg. Update Response Time
50+
Coordinator Hours Freed / Week
0
Added Headcount Needed
"The AI assistant now handles the booking calls and status updates that used to tie up two people all day. We're moving more loads with the same team, and customers are happier because they get answers instantly."
Operations Head
3PL Logistics Company, Gurugram
More Work