According to a McKinsey report, while global supply chain activities have surpassed the $10 trillion mark over the last two decades, the interlinked supply networks have grown riskier. At least one firm in every twenty suffers a loss of more than $100 million in a single year as a result of supply chain interruptions.
Conversational AI enables a slew of new opportunities for mitigating supply chain risks. Many supply chain procedures are redundant and can be automated. This is precisely the type of issue that conversational AI is intended to address.
Customer service is critical for logistics organizations, as customers will contact them regarding any delivery issues. Customer support AI agents are capable of doing a variety of low-to-medium-volume call center activities, including the following:
The virtual agent may manage the process of ordering a delivery service or reserving transportation from start to finish. It can gather all relevant data, communicate with internal systems, offer real-time availability information, and confirm orders, among other functions. Similar to a live agent, the AI agent can recognize and authenticate required information on the spot, such as pickup and delivery locations, dates, pricing, and insurance.
Customers can make changes to their orders. The virtual agent can identify the consumer based on their phone number or may request further information such as personal data or an order number. Customers can easily modify, cancel, or add extra services to their existing bookings without waiting on hold to request a 7-seat taxi rather than a 4-seat taxi.
Virtual agents make shipping tracking quick and straightforward. Customers no longer need to enter tracking numbers online to check the status of their delivery. They can simply contact the logistics virtual agent for assistance with any tracking concerns.
Your transportation virtual agent can be configured to operate as a FAQ resolution voice bot. The bot can provide pre-programmed responses to frequently asked queries about pricing, weight limitations, and delivery schedules, among other things. Your consumers will save time by not having to wade through irrelevant content.
You can utilize your logistics voice AI agent to communicate with your consumers about delivery notifications and updates. The procedure enables your customers to ask inquiries in the same interface from which they received the notification—quickly and painlessly.
Allow users to offer feedback or provide suggestions for improving the product or service. The virtual agent can ask a few questions at the end of the call, send a link to a survey via text, or call the customer at a time convenient for them. Having access to virtual agent statistics and call transcripts, you can easily aggregate and analyze the feedback.
Virtual agents in logistics might help you save up to 60% on customer service costs. The system is capable of answering 80% of routine questions and swiftly resolving consumer inquiries. You avoid paying standard employment costs and can automate a significant portion of your customer support.
A human agent must eat, sleep, and take a significant amount of time off between shifts. Additionally, you must provide them with weekends, national holidays, PTO and sick leave. Such limits do not apply to a virtual agent. You can provide 24/7 service, ensuring that your customers can always ask for help. It’s a win-win situation for everyone, since customers have their concerns addressed and you’ve gained a devoted consumer who is willing to spend more and return frequently.
In logistics, AI voice agents can help optimize workflows and ensure an uninterrupted flow of information. Virtual agents can be connected to your internal systems so employees have access to conversation data in one place, like a CRM. Saving time and decreasing the number of errors due to incorrect data.
Workplace stress can be reduced by using virtual agents. They can take care of the repetitive, mundane tasks and free up agents to do more meaningful work. When customer service consultants can focus on the quality of provided service instead of quantity, they get opportunities to upskill and grow in their career.
Nowadays, conversational AI platforms like Talkie make virtual agent solutions accessible to logistics and transportation companies. Implementation can be done in small iterations, without a big up-front investment, and the virtual agent itself can be managed through a user-friendly platform.
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