Use Cases

Routing a delivery exception to the right person instead of a shared inbox

Agentic automation for freight and logistics exception handling, integrated directly into existing TMS and ERP systems

Aerial view of a logistics operations truck yard at dusk with a dispatch office

USE CASE / AI AGENTS

Published product metrics

Human oversight

Built in

Action traceability

End to end

Integration model

API-first

These figures match the published metrics on the AI Agents & Intelligent Automation product page — this walkthrough is a composite scenario, not a specific engagement.

The challenge

Agentic automation for freight and logistics exception handling, integrated directly into existing TMS and ERP systems

Segment: Freight operations exception handling

Freight operations teams handle a steady stream of exceptions that arrive as emails, portal notifications, or system alerts — and most still get triaged by a person scanning an inbox and deciding who should look at it. Low-impact cases eat the same attention as high-impact ones, follow-up on open cases is inconsistent, and by the time a pattern of recurring exceptions becomes visible, it's usually because a customer complained about it first.

The approach

How the deployment was structured

Cases created automatically

Incoming emails, portal events, and system alerts are turned into structured cases automatically, with the required tasks created and the process advanced against approved business rules.

Connected to the systems already in use

API-first integration connects the agent to the TMS, ERP, and ticketing systems already in place, without asking teams to adopt a new system of record.

Ambiguous cases go to a person

The agent monitors deadlines and requests missing information on its own, but routes ambiguous or high-impact exceptions to accountable staff rather than resolving them unsupervised.

Every action logged

Approval gates and role-based permissions keep consequential actions under human control, and every action and its source are logged end to end.

What changed

Having exceptions triaged and routed automatically — with a person still deciding anything ambiguous or high-impact — is what stops recurring exceptions from surfacing for the first time in a customer complaint.

Product used