How does it verify who is calling?

Reference number plus a second identifier — postcode, account, or contact name — before any shipment detail is disclosed. The verification rules are configured to match your existing disclosure policy.

Can it handle calls in different languages?

Yes, detecting and switching language mid-call, which matters for cross-border freight where the consignee and the shipper rarely speak the same one.

Will callers know they are talking to an AI?

The agent identifies itself as a virtual assistant at the start of the call — that is both the honest approach and, in several jurisdictions, the legally required one. In practice callers keep talking because the conversation moves faster than a hold queue.

What happens when the agent cannot handle a call?

You define the escalation rules. The agent can warm-transfer to a person, take a detailed message and flag it as urgent, or send an immediate SMS to whoever is on call. It never guesses at something it was not given an answer for.

Voice AI Agents · Logistics

Voice AI Agents for Logistics

Most status calls are answerable from data you already have.

A large share of inbound logistics calls are one question: where is my shipment. The answer already exists in your tracking system, but a person still has to look it up and read it out. A voice AI agent handles those calls end to end and frees your operations team for the exceptions that genuinely need judgment.

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Call coverage: 24/7Call coverage
Missed leads: 0Missed leads
Response latency: <1sResponse latency

Typical stack

Vapi
Twilio
OpenAI Realtime
ElevenLabs
CRM Sync

Use cases

What this handles for logistics operators

Answer shipment status enquiries from live tracking data after reference verification
Take collection bookings and capture pickup details, dimensions, and windows
Notify customers proactively by phone when a delivery milestone slips
Route genuine exceptions — damage, refusal, customs holds — straight to operations

Routine status calls handled automatically, with operations staff spending their day on exceptions rather than lookups.

Context

The logistics problem underneath it

Logistics runs on documents and status enquiries — bills of lading, customs paperwork, proof of delivery, and an endless stream of 'where is my shipment' calls. Both are highly automatable, and both currently consume operational staff who should be handling actual exceptions.

Shipping documents arrive in every format and get manually keyed into the TMS
Status enquiries flood phone and email, most of them answerable from tracking data
Exceptions and delays are spotted late because nobody is watching continuously
Carrier rates and capacity live across portals, spreadsheets, and inboxes

What we build

Inside a voice AI agent

We start from your actual call patterns: what people ring about, which questions decide whether a caller is worth a slot, and what has to happen after the call ends. That becomes a scripted-but-natural conversation flow with explicit escalation rules, tested against recordings of real calls before it ever answers a live line.

Natural-sounding inbound agent with sub-second response latency and barge-in support
Qualification flows that branch on caller intent instead of reading a fixed script
Live calendar booking with availability checks, confirmations, and reminders
Warm transfer and escalation rules for urgent or high-value callers
Automatic CRM records with full transcript, summary, and structured field capture
Outbound follow-up calls for missed leads, no-shows, and reactivation lists

Deliverables

What ships with the engagement

Provisioned phone number or SIP forwarding from your existing line
Conversation design document covering every branch and escalation path
CRM and calendar integration with field-level mapping
Call transcript dashboard with searchable history
Two tuning rounds against real production call recordings

FAQ