Delivery Coordination & Tracking
A last-mile delivery company automated customer communication, delivery scheduling, and exception handling across 2,000+ daily deliveries.
Fewer inbound support calls
On-time delivery communication
Daily deliveries coordinated
Annual support cost reduction
Representative scenario · figures illustrate typical results
The challenge
With 2,000+ daily deliveries, the operations team was overwhelmed by customer enquiries about delivery status, rescheduling requests, and failed delivery follow-ups. The support centre received 800+ calls daily, with 60% being simple "where's my parcel?" queries.
The solution
An AI teammate proactively sends delivery status updates, handles rescheduling requests, manages failed delivery follow-ups, and coordinates with drivers for real-time ETA adjustments. It also identifies patterns in delivery failures and suggests route optimisations.
Agents used
Our customers now get proactive updates before they even think to call. Support calls dropped 41% in the first month, and our drivers love the automated coordination.
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