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Voice agents

Design partner

AI Voice Agents

Handle routine freight calls faster while keeping identity, escalation, and approval boundaries explicit.

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What this service does

Deploy freight-aware voice agents for call intake, shipment questions, quote requests, routing, and after-hours coverage.

We do not force freight forwarders to replace the systems that run their business. We connect their technology, improve their data, redesign their workflows, and build AI around the realities of freight forwarding.

Who this is for

Customer service, sales, operations, and forwarders carrying repetitive call volume.

The problem

The phone still runs freight, and it does not stop at 5pm.

A large share of inbound calls are the same handful of questions — where is my shipment, can you quote this lane, who is handling this booking. They interrupt skilled work during the day and go unanswered at night, and every unanswered quote call is a load quoted by someone else.

Repetitive status calls interrupting coordinators mid-task.

After-hours quote calls going to voicemail and never being returned.

Call details captured on a notepad and re-keyed later, if at all.

Transfers that drop the context, so the customer repeats everything.

No sampling or review, so call quality is assessed by anecdote.

What the service includes

What we build.

Call classification

Inbound calls classified against your intent taxonomy at the start of the call, so routing, disclosure, and permitted scope are decided before anything else happens.

Structured intake

Callers guided through a complete intake for the intent they arrived with, captured as structured fields rather than a transcript someone has to read.

Permitted shipment lookup

Shipment questions answered only after identity is established and only within the records that caller is entitled to see.

Quote capture

Lane, commodity, dimensions, timing, and contact captured to a complete quote request and logged for a human to price.

After-hours coverage

Calls answered outside business hours with the same disclosure, scope, and logging as during the day, and a callback ticket raised for anything out of scope.

Transfer with context and quality review

Uncertain or high-risk calls transferred to a human with the context already gathered, and a supervisor sampling process to review calls on a set cadence.

Freight workflows

Where it applies in your operation.

  • Status calls
  • Quote intake
  • Uncertain or high-risk transfer
  • Callback tickets
  • Supervisor sampling

The outcome

Routine calls handled. Everything else routed to a person, with context.

The agent is disclosed as AI, scoped to what it is permitted to answer, and measured on containment and completion rather than on how human it sounds. Every call is logged, transcribed, and available for review.

How an engagement works

The engagement.

Engagement process — Design, Integrate, Pilot, OptimizeA 4-step sequential engagement process: Design → Integrate → Pilot → Optimize.01DesignBuild the intent taxonomy andthe call flows. Definedisclosure, identityverification, permitted scope…02IntegrateConnect telephony, permittedshipment lookup, ticketing,and CRM through controlledAPIs, and design the transfer…03PilotRun on a limited call type ortime window with supervisorsampling from day one. Measurecontainment, completion, tran…04OptimizeReview sampled calls andcorrections, tune flows andescalation thresholds, andwiden the permitted scope onl…
01
Design

Build the intent taxonomy and the call flows. Define disclosure, identity verification, permitted scope, escalation triggers, and the consent and calling rules that apply.

02
Integrate

Connect telephony, permitted shipment lookup, ticketing, and CRM through controlled APIs, and design the transfer path that carries context to the human.

03
Pilot

Run on a limited call type or time window with supervisor sampling from day one. Measure containment, completion, transfer, and correction against the baseline.

04
Optimize

Review sampled calls and corrections, tune flows and escalation thresholds, and widen the permitted scope only where the measured results support it.

What you receive

Deliverables you keep.

  • Intent taxonomy
  • Call flows
  • Identity and escalation design
  • Working pilot
  • Evaluation suite and operating dashboard

Reference architecture and boundaries

Built alongside your systems of record.

The exact stack should follow the client's systems, data rights, skills, budget, and operating model. A useful reference architecture separates transaction authority from data, intelligence, action, experience, and governance layers.

Reference architecture — five layers, systems of record to governanceLayer stack from systems of record at the foundation up through integration and data, intelligence and action, experience, and governance at the top, with intelligence and action highlighted as the focal layer.OVERSIGHTTRANSACTIONS05GovernanceIdentity, permissions, evaluations, traces, incidents, retention, cost, andcontinuous improvement.04ExperienceDashboards, portals, intranet, chat, email, voice, and human-review queues.03FOCALIntelligence and actionRetrieval, semantic definitions, agents, deterministic rules, andpermissioned tools with validation and approvals.02Integration and dataAPIs, webhooks, files, events, normalization, lineage, quality monitoring,and governed freight entities.01Systems of recordTMS, CRM, accounting, rating, carrier, customer, email, telephony, anddocument systems remain authoritative for transactions.FOCAL LAYERIntelligence and action is where agents and rules touch your data — behind explicit permissions and human approval.

Security and human control

The principles every build follows.

  • Use least-privilege identities and explicit tenant, role, and record-level access.
  • Treat email, documents, web content, and model output as untrusted until validated.
  • Keep systems of record authoritative; agents use controlled APIs rather than casually editing copied data.
  • Require human approval for consequential customer, financial, compliance, or system-write actions until reliability is demonstrated.
  • Retain logs, evaluations, failures, approvals, and ownership information for review.

How success is measured

Measured against a defined KPI.

We baseline these before the build starts, so the improvement is a measurement rather than an impression.

Containment rate

Transfer rate

Task completion

Follow-up rate

Abandonment

Correction rate

Caller satisfaction

Frequently asked questions

The questions forwarders ask first.

Is this a replacement for our existing systems?

Usually no. The service is designed to connect and extend the systems of record the forwarder already uses.

How do you prevent unsafe automation?

Start with narrow workflows, explicit permissions, validation, evaluation, human approval, auditability, and a clear rollback or escalation path.

What is required before publishing results or case studies?

Replace general language with verified client evidence, named systems, measured baselines, and approved proof assets. We do not imply integrations, certifications, or outcomes that have not been confirmed.

Further reading

Go deeper on the thinking behind this.

Source notes

These references support the industry and technical framing on this page. They do not validate claims about any specific client. Claims about client results, integrations, or compliance posture are published only with verified project evidence.

Ready to scope it?

No commitment to start. We'll look at your systems and workflows, then come back with a fixed-scope plan.

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