Logistics
Shipment updates, address confirmation, and exception handling with proactive outreach.
Client
Static Supply
Category
Shipment updates, address confirmation, and exception handling with proactive outreach.
Date
Mar 10, 2025
A logistics company was dealing with heavy inbound call volume from customers and consignees.
Customers repeatedly called to ask “Parcel kahaan tak pahucha?”, “Today delivery hoga kya?”.
Delivery delays or exceptions (customer not at home, wrong address, gate issues) led to frustration and confusion.
Support and operations teams spent countless hours speaking the same lines, reacting to problems rather than proactively managing them.
Communication gaps contributed to failed deliveries, repeated attempts, and higher costs per shipment.
Aguken AI deployed a voice AI shipment assistant to automate communication around deliveries and exceptions.
The AI agent made proactive calls to customers when a shipment was out for delivery, delayed, or required clarification.
Customers could confirm availability, reschedule delivery, update landmarks, or share alternate contact numbers.
The agent handled common “Where is my order?”-type calls, providing status updates linked to the logistics tracking system.
For exceptions (e.g., failed attempts), the AI agent reached out to understand the reason and propose next steps.
All customer inputs were captured and made available to delivery staff and internal systems in real time.
With proactive voice AI in place:
The logistics provider saw fewer unnecessary inbound calls and reduced pressure on human support teams.
Delivery success on the first or second attempt improved, thanks to cleaner information and confirmed availability.
Customers experienced greater transparency and control over their deliveries, improving trust and satisfaction.
Internal teams had better data on why deliveries were failing, enabling process improvements over time.
By integrating conversational voice AI into their delivery workflow, the logistics business achieved lower operational cost per shipment and a stronger customer experience at scale.
