A voice agent for shipment calls that flags exceptions to operations
Consignees ring the branch to ask where a parcel is, and yesterday’s failed delivery needs a new time today. The agent reads the status from your tracking system and takes the redelivery request. When a consignment is held or damaged, it tells the caller that operations will call and opens an exception with the details.
Example workflow. Not client work.
What happens on a shipment call
- The caller gives an AWB or LR number, or the agent matches their phone number to a shipment. We can set the agent to repeat the AWB number back before it looks it up.
- It reads the latest status from your tracking system where it offers an API (integrations).
- A failed delivery gets a new time window, a landmark and an alternate number, saved on the shipment as a redelivery request.
- Held, damaged, missing or document-stuck consignments become an exception ticket for the operations desk, carrying the AWB, the status and the caller’s own words.
- Disputes from shippers go to their account manager.
Status calls work like our inbound call agents. Checking delivery documents and routing exceptions between teams is automation work.
Fields on a shipment call
- AWB or LR number
- caller type: consignee, shipper or branch
- delivery pincode
- landmark, and an alternate phone number
- preferred redelivery window
- the reason the last attempt failed: door locked, address not found, refused
When the last scan is old
A status is only as current as the scan behind it. During scoping, each shipment type gets a scan-age limit. A caller asking about a shipment past its limit hears where and when it was last scanned, and no delivery date. Operations get a “no recent scan” exception with the caller’s number.
LR numbers, AWBs and e-way bills
An address may depend on a landmark more than a street name, so the agent asks for one on each redelivery. Road freight runs on LR numbers while parcels use AWBs, and callers may have either. Consignments can be held for paperwork such as an e-way bill; the agent treats that as an exception for operations and does not explain the tax rule itself.
Sample tracking call
Interactive simulation · sample data
Sample Express, AWB SAMPLE-7781, consignee Farhan S. (fictional). In this sample a status counts as stale once the last scan is more than 24 hours old. Pick the status the sample tracking system returns.
Choose what happens
Pick one above. Nothing here is live: no call is placed, no message is sent and nothing is saved.
FAQ
What do you need from our tracking system?
A way for the agent to read shipment status and add a redelivery request, such as an API or a regular data export. We confirm exactly what it can read and change in the scope.
Which language will the agent speak?
The one your callers use. Language is a project decision rather than a fixed list: tell us who the agent will talk to, and we test a model in that language before we commit to it in the scope. That includes languages spoken outside India.
How many parcel-status calls reach your branches?
Mention the tracking system you use. Someone from our team replies within one business day.