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VoiceOps: 24/7 Voice Automation
for Shipment Status, Pickup & Exceptions

Reduce repetitive inbound calls (WISMO, pickup requests, delivery issues) by handling them instantly, 24/7, while routing exceptions to humans with full context.

CORE PROMISE

AnswerVerifyActUpdateHandoff

Voice-first, integration-backed, no hallucinations

Best For:

3PLs

Freight Forwarders

Carriers

Last-Mile Delivery

Customer Support

Ops Desks

Common pain points we solve

Traditional IVR menus frustrate callers, and human teams get overloaded—especially after hours and during peak periods. The cost isn't only call volume—it's ops disruption, SLA misses, and repetitive work blocking exception resolution.

Where is my shipment? (WISMO)

Pickup scheduling / rescheduling

Delivery delays, damaged/ missing items

POD requests and confirmation

Address changes and special instructions

"I can't reach the driver / warehouse" escalations

Where this fits

Seamlessly integrates into your existing communication flow

Teams Involved

Customer support
Ops desk
Dispatch
Documentation
Exceptions/escalations

Channels

Phone calls
Public support number
Internal partner line
After-hours queue

Ideal Pilot Scope

1 phone line or call queue
6–8 common intents
1–2 core integrations
Clear human handoff rules

Inputs & Outputs

What the voice agent consumes and what it delivers

Inputs

Caller Speech + DTMF
Natural language + optional keypad
Shipment Reference(s)
Provided by caller during verification
Real-time Data Sources
Tracking/TMS/shipment DB
Knowledge Base
SOPs, policies, returns rules, service levels

Outputs

Spoken Answer + Confirmation
Optional SMS/email follow-up
Ticket/Case Created
Intent, severity, shipment ID, transcript
Action Completed
Pickup scheduled/rescheduled if integrated
Exception Routed
To right queue/owner with context
Dashboards & Audit Logs
Volume, containment, actions taken

What We Extract

Example fields per document type—start small and scale

Shipment Identifiers

Shipment ID / Load ID / Booking No.
AWB No. / BOL No. / Container No.
PO / Invoice references

Parties & Locations

Shipper / Consignee / Carrier
Origin / Destination addresses
Pickup / delivery location codes

Dates & Operations

Pickup date, delivery date, ETA/ATD/ATA
Weight, volume, package count
Service level / mode (air/sea/road)
Signature name (POD), delivery status

The Workflow

Step-by-step document processing pipeline

Step 1

Call Received

Customer/partner calls the ops line

Step 2

Identify Caller

Confirm phone, shipment ID, or reference

Step 3

Understand Intent

Classify: status / pickup / exception / POD

Step 4

Retrieve Facts

Pull real-time status from systems + SOPs

Step 5

Confirm Details

Repeat back shipment ID/date/location

Step 6

Take Action

Schedule, create ticket, escalate, send confirm

Step 7

Log & Route

Accuracy trends, exceptions, processing time

What ApexIQ Delivers

Intent Map + Call Flows

0-3 intents to start

Conversation Design

Short, natural, fast handoff

RAG Knowledge Layer

Answers from approved docs only

System Integrations

Tracking TMS + ticketing

Auto-Actions

Create ticket, schedule, confirm

Guardrails

Verification, thresholds, escalation

Analytics Dashboard

Containment, handle time, intents

Continuous Improvement

Weekly tuning from call patterns

What the Agent Can Handle

Start with high-volume, low-risk intents

Self-Serve (High ROI)

Shipment Status / ETA

Delivery window lookup

Pickup Scheduling

Schedule or reschedule pickups

POD Request

Send link or confirm availability

Policy Q&A

Return policy, cutoffs, requirements

Exception Intake (Route, Don't Solve)

Delivery Failed / Address Issue

Route to resolution team

Damaged/Missing Item

Claim intake and routing

Driver Unreachable

Urgent escalation handling

Shipment Stuck / Delay

Severity scoring + escalation

Accuracy & Safety Controls

This is the make-or-break section for client trust. No hallucinations, no making things up—just reliable automation with proper guardrails.

System-of-Record First

Starts from live records (TMS, not the model)

RAG with Citations

Reply: answer + from approved docs only

Confirmation Loops

Verify shipment ID, dates, addresses

Confidence Thresholds

Uncertain? Ask clarifying or route to human

No Hallucination Policy

Data not found = escalate (safe exit route)

Audit Logs

"Transcript + summaries + actions taken"

Honest Positioning

No hype, no fake claims

Target: Meaningful deflection of repetitive calls + faster response times

Not: "Replace all agents"

Exceptions still route to humans with better context

Pilot Plan (2–4 Weeks)

A proven timeline to get your voice AI to production

W1Week 1

Design + Data

Choose top intents (WISMO + pickup + exception)
Collect call transcripts + SOP/policies
Define routing/escalation rules and success criteria

W2Week 2

Build Voice Flows + RAG

Implement intent handling and verification
Build knowledge layer from approved docs
Setup telephony + sandbox integration

W3Week 3

Integrate + Shadow

Connect tracking/TMS lookup + ticketing
Run limited rollout (after-hours or subset)
Tune intents, reduce misroutes

W4Week 4

Expand + Harden

Add 2–3 more intents
Improve analytics and monitoring
Deliver runbooks + escalation playbooks

Telephony & Deployment

Flexible options: Twilio/SIP/existing PBX integration

Dedicated Number

Provision a new number for AI handling

Existing Queue Integration

Integrate with your current call routing

Hybrid Routing

AI handles first, human handoff available

Call Routing Design Options

AI handles first—For certain intents

Press 0 / say agent—Immediate human handoff

Smart handoff—AI collects details first, then transfers

Success Metrics

What we measure and what you can expect

40-60%Call Containment Rate

50%+WISMO Call Reduction

24/7Availability

3xFaster Response Time

Pilot KPI Targets

Containment rate (calls resolved without human)

SLA outcomes (exception response times)

Average wait time + handle time improvement

Pickup scheduling completion rate & Reduction in live-agent call volume

Escalation accuracy (right queue/owner)

Customer experience signals (drop-offs)

What We Need From You

Client checklist to kick off the voice pilot

Top 20 FAQs + SOPs/policies (approved source docs)

Sample call recordings/transcripts (anonymized)

Access method for live tracking/TMS (API or secure export)

Ticketing destination (helpdesk/Jira/ServiceNow)

Escalation rules + which team owns what

Pilot owner + 1–2 reviewers for weekly tuning

Ready to turn shipment PDFs into validated structured data?

Book a consultation or request an assessment—we'll recommend the best first doc type and field set to pilot.