AI in Logistics: Streamlining Customer Support and Operations

Logistics providers are under pressure to speed deliveries and handle rising shipment volumes without adding disproportionate headcount. AI solutions—ranging from chatbots to voice-based automation—help companies keep pace, offering instant answers to routine queries, automating phone interactions, and coordinating updates across multiple partners. Below are three major use cases that our team at Adventis has seen in the field, each illustrating how AI delivers real operational value in an industry that runs on time-sensitive communications.

1. AI-Powered Workflow Automation

The Problem

Many logistics support teams juggle thousands of repetitive “Where’s my order?” inquiries daily. Agents spend hours manually entering data in transportation management systems (TMS), tracking down proofs of delivery (PODs), or copying shipment details across spreadsheets. Delays mount when inquiries overflow phone lines or clutter email inboxes, creating backlogs and frustrated customers.

The Solution
AI chatbots and generative assistants—like UPS’s Jetlink virtual agent—shoulder the bulk of routine tasks by integrating with shipment databases to instantly retrieve real-time status updates. Co-pilots tools act on behalf of agents, automatically resolving straightforward cases (e.g., updating an address, issuing a partial refund) by pulling the necessary details from internal systems. This frees human teams for complex or high-value interactions that require judgment or negotiation.

Key Benefits
• Reduced Backlogs: Some systems report up to a 60% deflection of routine tickets, slashing agent workloads.
• Faster Response: AI-run portals and chatbots operate 24/7, eliminating queue times.
• Cost Savings: Fewer manual tasks reduce labor needs, while consistent, instant responses boost customer satisfaction.

2. Voice AI and Conversational IVRs

The Problem
Phone calls remain essential in logistics—drivers phoning in updates, brokers confirming rates, customers checking delivery windows—but traditional IVR “phone trees” are inflexible and often cause long hold times. Human call centers can’t easily scale for after-hours or peak season surges, leading to missed calls and dissatisfied partners.

The Solution
AI-driven voice systems like HappyRobot use natural language understanding to field inbound calls, interpret the caller’s intent, and pull real-time TMS data to answer questions or complete tasks. Instead of “Press 1 for tracking,” callers simply describe their issue. The AI provides updates (“Your truck is at the warehouse and set to depart in 20 minutes.”) or logs data automatically. For outbound calls, the system proactively dials carriers to confirm ETAs or capture delivery details.

Key Benefits
• Higher Resolution Rates: Spare Labs reported a 40% jump in first-call resolution and a 30% satisfaction boost using AI-based voice support.
• Round-the-Clock Coverage: AI “agents” never sleep, eliminating hold times
• Scalability: A single AI voice system can handle hundreds of concurrent calls, crucial during surges.

3. AI-Driven Inter-Company Communications

The Problem
Shippers, carriers, and 3PLs coordinate via endless email threads, faxes, and phone calls. This maze of manual touchpoints leads to errors in billing, shipment status, or documentation. Lost paperwork or late updates can derail entire supply chains, adding friction and delay.

The Solution
AI platforms automate updates and data extraction. Freightmate’s Docmate, for example, uses OCR to digitize bills of lading and match them against shipping records – no human keystrokes needed. Meanwhile, AI email managers route inbound messages to the correct teams and auto-tag content for faster retrieval. These solutions reduce “back-and-forth” by pushing real-time alerts when shipments hit key milestones or face delays.

Key Benefits
• Cut Manual Paperwork: Solutions can save up to 2+ hours saved per shipment, a 95% cost reduction.
• Fewer Billing Disputes: Automated checks ensure invoice accuracy, mitigating an error rate that can exceed 80%
• Instant Updates: AI systems proactively notify all partners – no phone tag required.

By harnessing AI for workflow automation, voice-based support, and streamlined B2B communication, logistics companies are eliminating bottlenecks and enhancing customer experiences. This leads to leaner, more responsive operations—critical in an industry where time is money. 

At Adventis, we specialize in implementing cutting-edge AI solutions tailored to your specific challenges. If you're interested in integrating AI into your logistics business, contact us today to schedule a demo and see how our technology can transform your operations.