All work
Dispatch went from three coordinators working a shared inbox to one system that books, confirms and escalates on its own. Coordinators now handle exceptions only.
- Client
- Freight brokerage, Toronto
- Year
- 2025
- 82%
- Loads booked without a coordinator
- 4 min
- Median time to confirmation
- 1
- Night shift positions retired
Challenge
Every load was booked by hand from an inbox. Two coordinators covered days, one covered nights, and anything that arrived between shifts sat until someone noticed.
Approach
Mapped the twelve decisions a coordinator actually makes, then built an agent that makes eleven of them and routes the twelfth to a person with the context attached. Carrier confirmations, document collection and status updates run unattended.
Outcome
Booking is continuous. The night shift was retired and the team moved to exception handling, which is the work that needed people in the first place.