THE CHALLENGE
Your customers are calling about shipments. All day. Every day. In five languages.
Logistics companies handle massive volumes of customer communication. Every shipment generates multiple touchpoints: booking confirmation, pickup notification, in-transit updates, delivery scheduling, and post-delivery follow-up. Multiply that by hundreds or thousands of shipments per week, and your customer service team is perpetually overwhelmed.
The challenge gets harder when your customers speak different languages. International logistics means dealing with inquiries in English, Spanish, Portuguese, French, German, and more. Hiring multilingual agents is expensive and hard to staff consistently.
Novasoft AI deploys AI voice agents and chatbots that handle the bulk of your customer communication. They answer tracking questions in real time by pulling data from your TMS, provide proactive delivery updates, handle scheduling changes, and communicate fluently in multiple languages. Your human team focuses on exceptions, complex issues, and high-value client relationships.
PAIN POINTS
Problems that cost you money every single day
Customer service is overwhelmed by tracking inquiries
"Where is my shipment?" accounts for 40-60% of all customer service contacts at most logistics companies. Each call takes 3-5 minutes of agent time to look up tracking information and relay status. It is repetitive, low-value work that consumes your team's entire day.
Multi-language support is expensive and inconsistent
Serving international customers requires agents who speak their language. Bilingual and trilingual customer service agents command premium salaries. Staffing coverage across time zones and languages means either a large team or gaps in service.
Delivery windows require constant communication
Coordinating delivery appointments means back-and-forth calls between your team, drivers, and customers. Schedule changes cascade into multiple notifications. Without automation, your team spends more time communicating about deliveries than managing them.
After-hours and weekend inquiries go unanswered
Shipments move 24/7 but your customer service does not. Customers checking on weekend deliveries or overnight freight get voicemail. Urgent issues like missed pickups or refused deliveries sit until Monday morning.
THE SOLUTION
An AI customer service team that speaks every language your customers do
We build custom AI voice and chat agents that connect directly to your TMS and CRM. They handle tracking, scheduling, and customer communication in multiple languages, around the clock.
WHY NOW
The logistics industry cannot afford to keep scaling customer service linearly
Logistics companies face a fundamental scaling challenge: every new customer and every new shipment generates customer service demand. Traditional staffing models require adding headcount proportionally to volume growth. When you double your shipments, you roughly double your CS team.
AI breaks this linear relationship. An AI voice agent can handle 1,000 tracking inquiries per day as easily as 100. Adding new languages does not require hiring new agents. Scaling to 24/7 coverage does not require night shifts. The marginal cost of each additional customer interaction approaches zero.
For logistics companies operating on tight margins, this is transformational. The companies that automate customer service first will be able to scale more aggressively, serve more customers, and maintain better margins than competitors still scaling the old-fashioned way.
HOW IT WORKS
Up and running in days, not months
Our team handles the entire setup. You just tell us how your business works and we build the AI around it.
Connect your TMS and CRM
We integrate with your Transportation Management System and CRM to access real-time shipment data and customer records.
Configure languages and communication rules
Set up supported languages, notification triggers, escalation rules, and greeting scripts for your specific operation.
AI handles customer inquiries 24/7
Tracking calls, delivery scheduling, proactive notifications, and routine questions are all handled by the AI in your customers' preferred language.
Your team handles exceptions
Complex issues, complaints, and VIP clients get routed to your human team with full context. Dashboard gives complete visibility into all AI interactions.
REAL RESULTS
Handle 10x the volume without 10x the staff
Logistics companies using Novasoft AI dramatically reduce customer service costs while improving response times and customer satisfaction scores.
“We handle 2,000+ shipments per week and our customer service team was drowning in "where is my package" calls. The AI now handles 80% of those inquiries automatically in four languages. Our team focuses on actual problems instead of reading tracking numbers all day. CSAT scores went up 35%.”
TECHNOLOGY
Tech stack we use for logistics
AI Voice Agent (Multi-Language)
Natural voice conversations in 6+ languages with automatic language detection. Handles tracking inquiries, scheduling, and status updates.
TMS Integration
Direct connection to your Transportation Management System for real-time shipment data. Supports most major TMS platforms including Oracle TMS, SAP TM, and MercuryGate.
CRM Sync
Customer records, communication history, and preferences sync between your CRM and the AI. Every interaction is logged for full visibility.
Proactive Notification Engine
Event-driven notifications triggered by TMS milestones. Pickup, in-transit, delivery, exception, and delay alerts sent via voice, SMS, and email.
FAQ
Common questions about AI for logistics
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