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LogisticsNorthwind Logistics
Automating 60% of inbound dispatch calls with voice agents
A regional carrier replaced its overwhelmed phone queue with autonomous voice agents that handle status checks and booking changes around the clock.
60%Calls fully automated
12sAverage time to answer
24/7Coverage
The challenge
Northwind's dispatch line was buried under repetitive status and rescheduling calls. Wait times climbed past ten minutes at peak, drivers were left on hold, and after-hours calls went unanswered entirely.
What we built
We deployed autonomous voice agents in front of the dispatch queue, integrated directly with the existing TMS so the agent could read live shipment status and make booking changes.
- Real-time shipment lookups by reference number.
- Self-service rescheduling with instant confirmation.
- Clean handoff to a human for anything out of scope.
The results
Within two months the agents handled 60% of inbound calls end to end, average time-to-answer dropped to twelve seconds, and the team finally had round-the-clock coverage without adding headcount.