Implemented a shipment status agent that pulls tracking data, updates customers, and routes exceptions to operations teams.
Challenge
A logistics provider was overwhelmed by where-is-my-order and delivery status tickets. Customers contacted support across email, phone, and chat, while agents manually checked carrier portals and internal systems. Exceptions such as failed delivery attempts or address issues were discovered late.
Workflow approach
We built an automation layer that normalizes carrier events from 12 APIs, matches shipments to customers, sends proactive notifications, and answers status questions through chat and voice. Exceptions trigger internal tasks with priority, customer context, and suggested resolution. Customers get clear answers without waiting for an agent to search across systems.
Observed outcome
Status-related support tickets fell 68%, proactive tracking updates scaled past 44,000 per month, and operations teams caught more delivery exceptions before customers escalated. Support agents shifted from lookup work to exception handling.
Outcome metrics
- Fewer WISMO tickets
- 68%
- Monthly updates sent
- 44k+
- Carrier APIs connected
- 12
- Tracking match rate
- 97%
Systems involved
- n8n
- Python
- Carrier APIs
- GPT-4o
- Zendesk
- PostgreSQL