Reply on a late shipment

The scenario and numbers in this demonstration project are simulated data.

Industry: Transport and logistics
What was built: Agents, skills, semantic models and write tools, built on demonstration data
Where the knowledge came from: The customer contact log and SLA contract terms, plus demonstration data from the customer service ticket, dispatch, fleet and customer contract systems

The follow-up call

A major customer calls to ask where the urgent shipment is and when it will arrive, and wants customer service to confirm in writing. The contract delivery time has passed, and the customer's production line is waiting for the parts.
At logistics companies like this, customer service used to pass the call to dispatch, dispatch tried the driver and then an administrator, and only then could customer service answer the customer.

Where the shipment is: the agent checks the dispatch semantic model for the order's vehicle assignment and estimated arrival. Vehicle events in the fleet semantic model show that the truck's GPS stopped on the highway after an engine overheating alert.
Who else is affected: another customer's order on the same truck is close to its contract delivery time too.
What the customer demands: the customer contact log in Drive records the customer's deadline and the demand to apply the contract penalty. The agent reads the log to confirm both.
How the delay is charged: the agent reads the SLA contract terms, works out the penalty, and checks whether the delay passes the breach threshold.
When the shipment will arrive: the agent finds the nearest available vehicle to the broken-down truck in the fleet semantic model, and estimates the arrival time after the transfer.
What compensation to offer: the customer contract and billing semantic model holds this customer's contract and breach record. The agent proposes compensation from those records.

The agent uses cargo tracking and case classification skills to rank the affected orders as top-priority cases. The decision pack includes the new arrival time and an apology for each customer.
Notifying the customers, sending the rescue vehicle, creating the compensation ticket and escalating the breach risk all wait for the customer service supervisor's approval. Only after approval are the notices written to the customer system, and the dispatch order and tickets written back to the dispatch and ticket systems.

Logistics companies like this will have new customer service cases and shipment records every day.
The agent will collect feedback on its answers from users. The feedback will go to Odin.
Wrong answers will become tests. A change will be kept only if scores improve.

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