Tracking and estimated delivery
Where is my parcel? Has it left the depot? When will it arrive? Give recipients a useful status without sending them between teams.
Industry solution
Customer operations for Logistics .
Let AI handle routine tracking questions. Give customers a useful update and clear next step, with human support for delivery exceptions that need attention.
Tracking hasn’t changed. Is my parcel lost?
Context to check: Check the latest carrier event and the delivery enquiry process.
Next action: Explain what is known, who will investigate and when the customer will hear back.
Shaped around the policies and permissions agreed for the operation.
Clarity when a parcel is delayed.
Customer
- Context to check
- Check the latest carrier event and the delivery enquiry process.
- Next action
- Explain what is known, who will investigate and when the customer will hear back.
Support when deliveries change.
Turn tracking updates and delivery exceptions into practical next steps before uncertainty becomes another contact.
Exceptions and failed delivery
Missed attempts, incorrect addresses, damaged parcels and delayed routes need an explanation, an owner and a clear next step.
Claims and urgent changes
Customers may need to redirect a shipment, report a loss or protect a time-sensitive delivery. Route each request into the right process quickly.
An example journey
A failed delivery needs more than a status.
The tracking page says ‘delivery attempted’. The recipient says nobody called. Connect the enquiry to a practical next step.
Identify the shipment
Helpdesk keeps the recipient’s messages together. An AI Agent checks the latest event from connected shipment data and confirms which delivery they mean.
Use the exception process
Knowledge supplies the agreed failed-attempt guidance. Gather the information your operation needs before passing a redelivery or disputed scan to the responsible team.
Keep the follow-up owned
An advisor uses the Dialler to call back with an update. Quality reviews the promise made, while Data Insights groups similar exceptions for depot or carrier review.
Define which shipment events and actions are available. Dispatch decisions, claims and disputed delivery evidence stay with the operational teams authorised to act.
Resolvable AI · 01
Turn tracking into useful answers.
Keep recipients, senders and customer-service teams working from the same shipment context and exception guidance.
Helpdesk
Keep tracking questions, failed-attempt messages and claims correspondence in one shared inbox. Preserve the shipment reference and handover notes when a case moves between customer service and operations.
AI Agents
Use connected shipment events to answer routine tracking questions. Explain the latest status using approved guidance, gather exception details and route a failed delivery, loss or damage report into the agreed process.
Knowledge & Agent Assist
Bring depot instructions, carrier service rules, redelivery procedures and claims guidance into a central knowledge base. Help an advisor find the process for the shipment in front of them without searching separate files.
Live Translation
Translate enquiries from international senders and recipients for your advisors. Keep address details, shipment references and original wording available as the conversation continues.
Resolvable AI · 02
Make the callback part of the delivery.
Capture the reason for the call, prepare the next attempt and leave a clear record of what was agreed.
AI Receptionist
Answer routine collection, opening-hour and delivery-process questions. Capture the shipment reference and reason for calling before transferring an exception or arranging a callback.
Dialler
Give advisors a queue of delivery exceptions or unresolved claims to follow up. Record an unanswered attempt, schedule the next call and capture the recipient’s agreed next step when connected.
Resolvable AI · 03
See where deliveries create contacts.
Connect customer conversations to recurring route, depot and communication problems for operational review.
Quality
Check whether the reply used the correct shipment context, followed the exception policy and stated who would update the customer. Flag unsupported delivery promises against your approved guidance.
Surveys
Collect feedback after tracking support or an exception handover. See whether the recipient understood what would happen next, alongside the quality review of that exchange.
Data Insights
Find recurring ‘attempted but nobody called’ reports, address confusion and damaged-parcel themes. Give operations the supporting conversations to investigate by route, depot or service where the data is available.
Analytics AI
Ask ‘When do failed-delivery enquiries peak?’ or ‘Which queue has the oldest unresolved exceptions?’ Use the chart and underlying data to plan cover and follow-up.
Customer stories.
Routine updates handled. Operational judgement ready.
Use Resolvable AI and Resolvable Outsourcing independently, or connect them around these journeys. Agree the knowledge, systems, coverage and handover rules for your operation.
- Answer routine status questions from approved operational data
- Surface the right exception process to agents at the point of need
- Identify recurring delivery issues, reasons for contact and emerging risks
- Extend customer-contact coverage around delivery schedules and peaks
- Train teams in your escalation paths and exception workflows
- Keep people working in the systems your operation relies on