Logistics
Tracking questions should never reach a person. The conversation that matters is the one where a shipment has gone wrong — and that one needs the operations floor, not a canned reply.
The tracking answer is the easy half. Rescheduling a failed delivery and getting the hub to act is the half that keeps the customer.
One shipment exception, end to end
Volume is tracking; value is in what happens when tracking says something went wrong.
The enquiry arrives
WhatsApp, voice IVR or web — into one inbox against the consignee's history, not a fresh anonymous ticket each time.
Interaction ManagementThe waybill is resolved automatically
From the phone number or the reference, pulling live scan events, the assigned hub, the courier and the delivery attempts from your TMS.
IntegrationsThe AI explains and offers the fix
Not just "in transit" — the reason, the realistic date from your own SLA rules, and the options the customer actually has.
AI & Automation · Knowledge BaseIt reschedules and redirects
Books the new delivery window, corrects the address, switches to branch pickup or holds the shipment — written back into the TMS, not noted for someone to action later.
AI AgentsExceptions become operations work
Damage, loss, customs holds and repeated failed attempts open tickets against the responsible hub with the waybill attached, an SLA and escalation when they stall.
TicketingDisputes reach a person who is prepared
Claims and high-value consignments route to a trained agent with the full scan history and the claims policy already open in the co-pilot.
Routing · Co-PilotCustomers are told before they ask
When a hub delay is detected, proactive notices go out across channels — which is what turns an angry inbound into a handled expectation.
CampaignsPatterns surface before complaints do
Delay and failure rates by hub, route and courier, with every interaction scored and next week's staffing forecast from the real curve.
Quality Control · Analytics · WorkforceWhat we connect to
| TMS and tracking | Scan events, hub assignment, courier and delivery attempts. |
|---|---|
| Scheduling | New delivery windows, address correction, hold and pickup. |
| Claims and finance | Claim creation, COD reconciliation and refunds. |
| Merchant systems | Order-level context for e-commerce senders. |
Where it is running
FedEx, ABS Express Courier and dnata run on RoboDesk.
See it run on your own traffic.
Thirty minutes with a CX engineer. No slideware.