The Challenge
VeloNova coordinates hundreds of deliveries daily with over 200 vehicles. The dispatch phone never stopped: where is my delivery, when will the driver arrive, why the delay. Dispatchers spent more time giving updates than doing their actual job.
Callers sat in the queue, nobody was reachable in the evenings or on weekends, and every delay produced additional complaint calls. Hiring more people just for the phone was not an option.
The Solution
An AI call agent on the dispatch number: it answers status calls instantly with live data from the TMS and telematics, proactively calls recipients to schedule delivery windows, and informs customers about delays before they call.
Complex cases are handed to a dispatcher with a call summary. No system change: the agent was connected to the existing phone system and TMS.
The Call Agent in Detail
Real-Time Status Information
Callers get delivery status and arrival time instantly, live from the TMS and telematics. No queue, no callback.
Proactive Delivery Scheduling
The agent calls recipients, announces the time window and confirms or reschedules the appointment right in the conversation.
Delay Calls
When something runs late, the agent automatically informs affected customers before the delay turns into a complaint call.
Available 24/7
The agent answers every call, including evenings and weekends. No voicemail, no lost inquiries.
Handover to Dispatch
Anything the agent can't resolve lands with the right dispatcher, complete with a call summary and customer details.
Connects to Existing Systems
Phone system, TMS and telematics stay as they are. The agent connects via API; email and SMS run in parallel.
The Results
80%
of status calls resolved without a dispatcher
24/7
reachable by phone, including weekends
15h
of dispatch time back per week
0
calls lost in the queue
„The call agent takes 80% of the status calls off our hands. My dispatchers dispatch again instead of giving updates all day.“
Thomas Brandt
COO, VeloNova Logistics