Transforming Logistics and Customer Support through Voice AI

Ernest Lee

Marketing and Communications, AI Rudder

The logistics industry has been plagued by disruptions in the last two years. COVID-19 has exposed the global supply chain model’s flaws and weaknesses and reinforced the importance of building supply chain efficiency.

As the world recovers from the pandemic, supply chain constraints have started to ease, and consumption patterns have returned to normal. But if there is anything businesses should have learned from the last two years, it’s that they need to become more resilient to future disruptions. One effective way to manage supply chain risks is by automating customer service processes – a need that can be addressed by voice AI solutions.

Great customer service makes all the difference: it can help logistics companies save on transportation in the long term by reducing back-and-forth and ensuring that orders arrive on time. This, in turn, results in happier customers, peace of mind for your employees, and more time to devote to building resilience in other aspects of the business. On the contrary, poor customer service can lead to costly mistakes, not to mention irreparable damage to customer relationships, or worse, your reputation.

How Voice AI automation can help logistics companies

24/7 availability and happier agents

Voice AI assistants can work ‘round the clock, making up to 200,000 calls in an hour, and providing a line of support to your customers that’s always available. In turn, human agents will benefit from reduced workloads due to repetitive calls and will have more time to do more valuable and fulfilling work that requires a human touch.

Efficient and safe deliveries

Voice AI can also be integrated into your operational communications. If a delivery driver has a question about where he should go next or when he should arrive at his final destination, he can simply ask his voice assistant. This allows him to focus on driving safely while still staying informed about upcoming deliveries or any changes in plans that may arise along the way.

Better data collection

Voice AI allows you to collect more data than ever before, including voice recordings, location information, and even biometric data. This means that you can track your drivers’ performance more closely, and optimise your delivery routes based on the data collected by your devices.

Moreover, Voice AI is more efficient than typing. This means that customers’ requests can be sent faster and with fewer errors. Less time will be spent on manual data entry, and more time can be spent on actually getting things done!

Reduced cost

Automated customer service calls can also mean significant savings for your business, as human resources can be redirected from repetitive tasks. Companies who use voice AI software can reduce costs by using less fuel or fewer vehicles than they did before implementing these solutions into their operations because they’re taking less time searching for customers’ addresses which means fewer miles driven per order placed through this service.

How Voice AI can improve customer service in logistics

Voice AI assistants can be used to automate various tasks in logistics customer service, such as:

Booking services and authenticating user information

Through KYC verification, voice AI assistants can quickly and securely verify customers’ identities through their phone numbers and request additional information should it be necessary. This makes the booking of deliveries, returns, and other services much smoother and hassle-free.

Processing change requests for orders

Voice AI assistants can facilitate amendments to customers’ orders. Through Natural Language Processing (NLP), Voice AI can also accurately process changes to customers’ orders and instantly upload these to the system.

This also means that users can ask questions with their own speech, rather than having to type or use voice commands they’re not accustomed to using. They can also ask follow-up questions if they need more information or clarification on something they’ve read, rather than having to go back and forth between multiple screens in order to get what they need.

Order tracking and updates

Customers can check the status of their orders simply by verifying their identities with the agent or providing their order numbers. Businesses can also assign responses to specific customer concerns such as estimated delivery dates or pricing.

Processing customer feedback

Voice AI assistants can conduct quick feedback surveys at the end of each call, or schedule calls at a time most convenient for the customer. Moreover, voice AI technology can capture and analyse data from every single customer interaction, which can be used to derive insights and develop strategies to improve operations.

It’s easy to see how these services could be helpful in keeping goods moving smoothly through each step of the shipping process. Voice AI automation is becoming more and more mainstream and will continue to be a highly useful tool in the logistics and transportation sector. All it takes is some careful planning to incorporate voice into your business.