Logistics AI Case Study: Routing Matters More Than Auto-Replying
kashifmanzoor · x · 2026-09-02
A mid-size logistics company tested AI for handling 400 daily emails. Instead of auto-replying, they started with routing, discovering 400 emails boiled down to just 9 real categories (e.g., 61% were "Where is my shipment?").
Core Strategy:
- Data Lookups (e.g., tracking): The agent checks the system and returns the status; no human needed if SLA isn't breached.
- Judgments (e.g., disputes): The agent fetches the invoice, contract rate, and delivery proof to prepare a complete case file, then hands it to a human for final review and response.
Conclusion: Don't ask if AI can answer emails. Distinguish which are data lookups (automate end-to-end) and which are judgments (automate the prep work only).
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