In the high-paced world of transportation and logistics, responsiveness isn’t just a value-add, it’s a necessity. For our client, an industry-leading logistics company, a growing volume of customer email inquiries had become a serious operational roadblock. Every day, thousands of emails poured in from customers tracking shipments, updating schedules, or resolving issues. The existing process—reliant on human advisors manually reading, triaging, and routing each message—was buckling under pressure.
This manual system struggled. It was slow, costly, and susceptible to errors. As response times lengthened and customer frustration grew, the client recognized that it risked losing not just efficiency, but trust. The client needed an AI logistics automation solution that could scale with demand, reduce costs, and most importantly, maintain a high level of service.
To redefine the service experience, we began with a critical question: What would it take to move from reactive service to proactive, intelligent email management?
Through a series of stakeholder engagement workshops, we mapped out the full customer service journey—pinpointing bottlenecks, clarifying goals, and defining what success would look like. These early sessions were critical in ensuring that the solution would address real pain points, not just theoretical inefficiencies.
From there, we built a flexible and secure architecture tailored to the client’s specific environment. The system integrated multiple technologies, including Azure storage, APIs to enable real-time communication, and email monitoring tools. At the heart of the solution was an AI engine trained to understand both the logistics domain and the unique language used in customer emails.
Using document extraction tools, we automated preprocessing of complex email attachments and introduced an large language model (LLM) to extract critical data like work order numbers, pickup details, and delivery locations. This allowed the system to “read” and understand documents with the nuance of a human advisor, but with far greater speed.
To ensure relevance and accuracy, we fine-tuned the LLM using historical email data and existing process documentation. This gave the AI a working knowledge of the company’s operations, enabling it to respond in a contextually accurate and brand-consistent voice.
The result was a fully autonomous, agentic AI system designed to handle emails end-to-end. It didn’t just respond to inquiries—it understood them.
The system used fine-tuned, purpose-built small language models (SLMs) to assess intent and sentiment, interpret the purpose behind each message, and assess the tone. Based on this analysis, the SLM models would route the inquiry to the correct department or automatically generate an appropriate, human-like response.
An agentic workflow engine stitched everything together, monitoring incoming emails, parsing content, identifying intent, and generating accurate responses—within seconds. Built with observability and traceability in mind, the solution ensured every action was transparent and auditable.
The result was a fully autonomous, agentic AI system designed to handle emails end-to-end. It didn’t just respond to inquiries—it understood them.
The AI-driven solution achieved over 90% accuracy in classifying customer intent.
Response times were dramatically accelerated, with tasks that once took hours now taking seconds.
The client was able to reallocate human advisors to more complex, high-value interactions, further improving customer service. Operational costs dropped significantly, as the need for manual triage and first-line support decreased.
With faster, more accurate responses, customer satisfaction scores rose—boosting the company’s reputation in a highly competitive industry.
This initiative didn’t just solve a problem for the client; it set a new standard. By embracing intelligent automation, the client positioned itself as a leader in digital transformation within the logistics sector. What started as a challenge became an opportunity—and a springboard for continued innovation.
