AI Coordinating Shipments, Drivers, and Delays —
This distributor deployed an AI agent that autonomously monitored deliveries, notified customers, and resolved shipping delays — improving on-time performance and reducing manual effort by over 60%.
Logistics Teams Were Drowning in Exceptions
Andrews Moving & Storage, a trusted nationwide provider of final-mile, white-glove, and specialty logistics, was committed to delivering high-touch service. But as delivery volumes and complexity increased, so did operational stress.
Each day, their teams managed dozens of time-sensitive shipments — many involving third-party carriers or complex site deliveries. When ETAs shifted, or PODs were delayed, customer service teams jumped into action manually: checking systems, calling drivers, emailing customers, and logging updates.
The burden was growing, and leadership wanted to scale without compromising service. That meant reimagining coordination.
Key Challenges:
- No real-time alerts when deliveries were delayed or failed
- Customer updates were manual, delayed, and dependent on dispatcher availability
- Internal teams were overwhelmed with follow-ups and exception handling
- Delivery expectations were high — but visibility and responsiveness were inconsistent
Steps to Success
Captivix led a full Agentic AI implementation — designing, building, and deploying a self-directed coordination agent that monitors deliveries, detects issues, and autonomously communicates with customers and staff.
1. Use Case Selection & Agent Role Definition
Working closely with Andrews’ operations and customer service leaders, Captivix defined the role of a Logistics Coordination Agent that would do the following. The agent would work 24/7 — even when dispatchers weren’t online.
- Monitor live delivery events and tracking feeds
- Detect delays, exceptions, or missing confirmations (like POD)
- Automatically notify customers via branded messages
- Alert internal teams when human follow-up was needed
2. Systems Integration & Event Mapping
Each key delivery event — scheduled, in transit, delayed, completed, missed — was mapped to agent response logic. We integrated the agent with:
- Andrews’ delivery tracking feeds and scheduling tools
- Customer order and SLA data from internal systems
- Communication tools (email, SMS, internal channels like Teams)
3. Agent Development & Testing
Captivix built a fully autonomous AI agent using following. Thereafter, the agent was rigorously tested in parallel with human coordination processes to ensure accuracy and trust.
- Event-driven automation for real-time shipment status monitoring
- Logic-based reasoning to decide who to notify, how, and when
- Multichannel communication modules for customer outreach (email/SMS) and internal alerts
4. Human Feedback & Adaptive Tuning
Adjustments were made to fine-tune communication timing, thresholds, and escalation logic, and validated through:
- Side-by-side testing with dispatch and customer service teams
- Live deliveries where the agent flagged delays before staff noticed
- Feedback loops from agents, CSRs, and customer satisfaction trends
5. Full-Scale Deployment
After successful testing, Captivix deployed the AI agent across Andrews’ delivery network. It now:
- Watches every delivery event in real time
- Notifies customers automatically when shipments are delayed or delivered
- Alerts internal teams if action is required
- Frees up dispatchers and customer service reps to focus on exceptions — not logistics micromanagement
From Manual Monitoring to Self-Directed Logistics Coordination
With the agent running full time, Andrews Moving & Storage gained clarity, speed, and service confidence — without adding staff or changing systems.
- 60% reduction in manual delivery status follow-ups
- Improved customer satisfaction with proactive delivery updates
- On-time delivery communication rate improved by 35%
- Logistics and customer service teams now operate proactively, not reactively