AI Contact Center
for Logistics & Transport
Shipment tracking calls, ETA inquiries, proof-of-delivery exceptions, and damage claims consume thousands of agent hours every year. Lobbi's AI resolves the high-volume, repetitive tier of logistics customer service instantly — across voice, WhatsApp, and SMS — while keeping your specialist team focused on complex freight issues and key account management.
Scale your contact center without scaling headcount.
Customer Service Challenges in Logistics & Transport
Logistics operations run 24/7 but contact centers don't. The result: a gap between operational reality and customer communication that erodes trust and generates exceptions.
Tracking Inquiry Avalanche
Up to 70% of inbound contacts in logistics are "where is my shipment?" queries. Answering these manually at scale is expensive and low-value — yet missing them generates complaints and chargebacks.
Delivery Exceptions Handled Reactively
Failed deliveries, address corrections, customs holds — each exception triggers multiple customer contacts and requires back-and-forth between the customer, depot, and driver that delays resolution.
Seasonal and Surge Volume
Black Friday, peak retail season, or a carrier disruption event can triple inbound volume overnight. Hiring seasonal agents is slow, expensive, and leaves quality inconsistent.
Claims Process Friction
Damaged or lost shipments generate a long sequence of contacts — claim submission, acknowledgement, investigation updates, and resolution. Each step requires human coordination that delays settlement and frustrates shippers.
How Lobbi Transforms Logistics Customer Service
Lobbi connects to your TMS and carrier APIs to resolve the majority of contacts autonomously — with instant escalation to your team when a shipment truly needs human intervention.
Live Shipment Status via Voice & Chat
Lobbi pulls real-time tracking data and reads it to callers or sends it via WhatsApp. Customers get ETAs, last scan events, and delivery confirmation without waiting in a queue.
Proactive Delay Notifications
Lobbi's outbound AI contacts affected customers before they call you. Delay alerts, revised ETAs, and re-delivery options sent by SMS or WhatsApp reduce inbound call volume at the source.
Exception Resolution Workflows
Failed delivery? Customs hold? The AI guides the customer through next steps, collects address corrections or document uploads, and updates your TMS automatically — no agent needed for standard exceptions.
Damage Claim Intake Automation
Lobbi walks the customer through the claim process over WhatsApp — collecting consignment number, damage description, and photo evidence. The claim is logged and routed to your claims team with all required information already gathered.
Driver & Depot Communication Channel
A separate Lobbi channel for drivers and depot staff — reporting delivery exceptions, requesting re-routing instructions, or escalating to dispatch — all without clogging the customer service line.
Exception Pattern Analytics
Lobbi's taxonomy surfaces recurring exception types — which depots generate the most failed deliveries, which carriers drive the most claims — so operations teams can fix root causes before they become crises.
Common Logistics & Transport Use Cases
Real scenarios across freight, parcel, and fleet operations where Lobbi reduces handling time and improves customer satisfaction.
Where Is My Parcel?
The caller gives their consignment number or postcode. Lobbi reads the current tracking status and estimated delivery window without involving an agent.
Re-Delivery Scheduling
After a failed delivery attempt, Lobbi contacts the recipient via SMS or WhatsApp to schedule a new delivery slot or arrange collection at the nearest depot.
Delay Proactive Outreach
When a shipment is delayed at customs or due to adverse weather, Lobbi sends automated outbound messages to all affected recipients before they call your contact center.
Damage Claim Submission
Customer reports damaged goods via WhatsApp. Lobbi guides them through submitting photos, confirms consignment details, and creates a claim ticket with all evidence attached.
POD & Invoice Requests
Business customers requesting proof of delivery or invoice copies get the documents sent directly via email or WhatsApp without taking up agent time on a routine administrative task.
B2B Freight Quote Intake
Lobbi collects shipment details — weight, dimensions, origin, destination, and urgency — from business customers and routes the structured quote request to the right freight sales specialist.
Frequently Asked Questions
Questions from logistics and transport companies evaluating Lobbi for their contact center.
Can Lobbi provide real-time shipment status to customers automatically?
How does Lobbi handle peak delivery season volume spikes?
Can Lobbi support drivers and dispatchers as well as customers?
Does Lobbi handle damage claims and exception management?
What languages does Lobbi support for international logistics operations?
Ready to Transform Your Logistics Contact Center?
Let Lobbi handle the tracking calls, exception workflows, and surge volume so your specialist team can focus on complex freight and key account relationships.