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 or carrier tracking API through its integration builder to resolve the majority of contacts autonomously — with a handoff to your team when a shipment truly needs human intervention.
Live Shipment Status via Voice & Chat
Through an integration with your TMS or tracking API, Lobbi looks up the shipment during the conversation and reads the status to callers or sends it via WhatsApp. Customers get ETAs, last scan events, and delivery confirmation without waiting in a queue.
Proactive Delay Notifications
Coming soon: Outbound AI will contact affected customers with delay alerts and revised ETAs before they call you. Today, customers get the latest status on any channel at any time, and agents place outbound calls and send emails from the desktop with an automatic ticket.
Exception Resolution Workflows
Failed delivery? Customs hold? The AI guides the customer through next steps, collects address corrections or documents, and updates your TMS through an integration action — after the customer confirms the change. 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, which the AI analyses. The claim is logged as a ticket and routed to your claims team with all required information already gathered.
Driver & Depot Communication Channel
A separate number or WhatsApp line for drivers and depot staff, set up as its own entity with its own bot, knowledge, and business hours — for reporting delivery exceptions, asking for re-routing instructions, or reaching dispatch — without clogging the customer service line.
Exception Pattern Analytics
Every conversation is classified by category and topic, so recurring exception types show up in your reports. The First Contact Resolution report shows which contacts come back, and IVR Analytics shows which menu options callers choose — 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 looks up the shipment through your tracking integration and reads the current status and estimated delivery window without involving an agent.
Re-Delivery Scheduling
After a failed delivery attempt, the recipient calls or messages. Lobbi offers a new delivery slot or collection at the nearest depot through your system's API and asks for confirmation before it books the change.
Multi-Country Business Hours
Run each country or brand as its own entity with its own business hours, holidays, bots, and knowledge. Every timestamp, export, and email follows your organisation's timezone, so depots and customer service read the same clock.
Damage Claim Submission
Customer reports damaged goods via WhatsApp. Lobbi guides them through submitting photos, confirms consignment details, and creates a ticket with the evidence attached — also for customers who use a WhatsApp username instead of a phone number.
POD & Invoice Requests
Business customers requesting proof of delivery or invoice copies get a link to the document from your system through an integration, or a ticket routed to the right team — 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 give customers their shipment status 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.