Industry / Logistics
AI Automation for Logistics Enquiries, ETA and Exceptions.
IICL connects customer communication with logistics systems so current status is shared accurately and delivery exceptions open with a named owner and full journey context.
Operating picture ILLUSTRATIVE
TRIGGER Customer asks where an order is, or the plan changes upstream.
DECISION Is the status known and shareable, or is this an exception?
ACTION Share the current status, or open an exception with an owner.
OWNER Operations owns commitments; automation never invents a new promise.
Representative workflow shown for review. Status sources and commitment rules are agreed with operations.
The job Keep customers informed and exceptions owned without adding calls to the service desk.
Three workflows
Three logistics workflows that generate the most contact.
01
Customer enquiries Where-is-my-order questions answered from the system of record, on the channel the customer used. 02
ETA communication Proactive updates when the plan changes, before the customer has to ask. 03
Exception handling Failed deliveries, damage and delays opened as owned exceptions with full context. Controls
Commitments stay with operations.
Automation communicates what your systems already know. New commitments, goodwill and dispute outcomes remain human decisions.
Commitment authority
Only operations may make or change a delivery commitment.
Data accuracy
Status is read from the system of record, never estimated in the message.
Escalation path
Exceptions reach a named owner with the full journey history.
Relevant capability
What we bring to a logistics engagement.
Start with the enquiry that arrives most often.
The assessment identifies the status sources, the communication rules and the exception owners before deployment.