Use case

AI customer support for logistics and haulage

Logistics support is dominated by one question asked a thousand ways: where is it. Behind that sit PODs, redelivery bookings, damage claims and quote requests, all of which depend on data locked in your TMS.

SupportAi was built alongside UK pallet networks and hauliers. Consignment numbers are matched deterministically and looked up in your systems, so customers get the same answer your ops team would give, instantly, on web, WhatsApp or email.

Last updated

70%+
of tracking contacts answered without the ops desk
Minutes
for depot staff to find any network rule
UK hosted
for customer and consignment data

The problem

What logistics support teams tell us before they switch on an agent:

  • Tracking calls tying up the ops desk during the morning rush
  • Consignment numbers in every format under the sun
  • Depot staff hunting through network documents for rules
  • Damage and missing-item claims arriving without the right details

Example conversation

A typical exchange once the agent is connected to your systems.

  1. Tracking for consignment 90311 please
  2. Consignment 90311 was collected yesterday from Leeds, is at the Birmingham hub and is scheduled for delivery tomorrow before 12:00. Here is the tracking link and the POD will appear here once signed.
  3. It was meant to be today
  4. I am sorry about that. The hub scan shows it missed last night's trunk. I have flagged this to our customer service team with the consignment attached; someone will confirm the revised delivery within the hour.

Actions the agent runs

Described in plain English, pointed at your API. No code.

track_consignment

Regex webhook matches consignment references and returns live status, scans and ETA from your TMS.

get_pod

Fetches proof-of-delivery images and signatures for a delivered consignment.

book_redelivery

Offers available slots and books a redelivery through your scheduling API.

Also included for logistics teams
  • Website and document knowledge with automatic reindexing
  • Web, WhatsApp, Slack and email in one inbox
  • Escalation rules on sentiment, keywords and fallbacks
  • Lead capture with webhooks to your CRM
  • Analytics and a daily digest
  • UK/EU hosting with a DPA on request

Deterministic tracking answers

Regex webhooks recognise your reference formats, call your TMS and return the status verbatim. No language model rewrites a scan time. The result renders as a status card with a tracking link and the POD once available.

Every channel your customers use

Trade customers email, consumers WhatsApp, drivers use Slack or Teams. One agent handles all of them with one knowledge base and one inbox tagged by channel. Human replies go back out the way they came in.

Internal knowledge for depots and drivers

Train a second agent on network rules, operating procedures and rate cards. Staff query it in Slack instead of phoning head office. Browns Distribution uses SupportAi this way across its haulage network.

Claims and exceptions with the right details

Damage or missing-item conversations trigger a form that captures photos, consignment and description, then escalate to your claims team with everything attached. Fewer back-and-forth emails, faster resolution.

FAQ

Frequently asked questions

Any with an API or webhook endpoint. Regex webhooks and custom actions are configured against your endpoints, no native integration required.

Keep exploring

Take tracking off the phones

Connect one lookup endpoint and let the agent answer 'where is it' all day.

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