AI Voice Agents for Logistics & Supply Chain
Keep every parcel and pallet moving — and every customer informed. PlugDrop.AI answers where-is-my-order on any channel, resolves failed deliveries before the van drives off, gives drivers a hands-free voice companion and runs the shipper desk for bookings and customs documents, on the TMS and WMS you already run, worldwide.
- 1Picked up
- 2In transit
- 3Out for delivery
- 4Delivered · proof shared
- Voice
- SMS
- Telegram
Watching three routes — no open exceptions.
- Driver: customer not home
- AI offered new slots, a neighbour or a locker
- Customer chose: locker on Quay Lane
- Stop re-routed · resolved by AI
- TW-91794
- TW-99713
- TW-47633
- TW-68037
- TW-75956
- TW-83875
- TW-44280
- TW-52199
- TW-60118
- TW-80522
- TW-88441
- TW-96360
High-volume B2C tracking, failed attempts and returns.
Tight delivery windows, drivers on the road, live ETAs.
Many shipper clients, each with its own rules and reporting.
Quotes, bookings, customs documents and milestone updates.
Where the ops desk drowns
Couriers, last-mile fleets, 3PLs and freight forwarders all share the same pressure: tracking questions on every channel, exceptions that need a call, drivers phoning the depot and shippers waiting on updates — all multiplied at peak. PlugDrop.AI puts AI agents on top of your existing systems to answer, act and update in real time, so your operations team spends its day on the exceptions that genuinely need a person.
- Ticket · 01
Where-is-my-order contacts arrive on phone, WhatsApp, email and chat — often for parcels that are simply on time.
- Ticket · 02
Failed attempts, bad addresses and delays each need a call, a reschedule and a system update.
- Ticket · 03
Drivers phone the depot for gate codes, road closures and not-at-home stops, while proof of delivery arrives late or incomplete.
- Ticket · 04
Shippers and consignees chase quotes, bookings, milestones and customs documents across time zones.
One AI layer along the whole road
Pick a stage to see what customers and shippers ask there, and what the agents do about it — on the channels people actually use.
- “What will this cost to ship to Rotterdam?”
- “Can you collect tomorrow morning?”
- Quotes standard lanes from your rate cards and books the pickup
- Collects dimensions, weights and addresses in the conversation
- Routes non-standard freight to your sales desk with the details filled in
- Voice
- “Is the driver still coming today?”
- “Can you pick up after 4 instead?”
- Confirms the pickup window the day before and on the morning
- Reschedules missed collections without a call to the depot
- Tells the shipper when labels or paperwork are missing
- SMS
- Voice
- “It's been at the hub since yesterday — why?”
- “Has my parcel been scanned?”
- Reads scan events and explains them in plain language
- Spots missed or stuck scans and opens an ops ticket
- Notifies customers before a delay becomes a complaint
- “Has my shipment cleared customs?”
- “What documents are you still waiting for?”
- Tracks linehaul and border milestones and shares proactive ETAs
- Chases missing customs documents from the right party
- Answers duty and clearance questions from your approved guidance
- “Where is my parcel right now?”
- “Can you leave it with my neighbour?”
- Sends a live ETA window that updates as the route moves
- Takes safe-place, neighbour and locker instructions before the driver arrives
- Answers where-is-my-order on any channel, in the customer's language
- SMS
- Telegram
- Voice
- “It says delivered but I can't find it.”
- “Can I get the proof of delivery?”
- Shares photo, signature or PIN proof of delivery instantly
- Runs a first-line investigation for 'delivered but not received'
- Asks a one-tap satisfaction question after delivery
- SMS
- “How do I send this back?”
- “When will my refund be processed?”
- Books return pickups or drop-off points and issues labels
- Keeps shoppers and merchants updated until the item is received
- Feeds return reasons back to your shipper clients
Answered on any channel — before it becomes a call
Where-is-my-order is one of the most common reasons customers contact a courier. The same agent answers it on WhatsApp, voice, SMS, email, Telegram and WeChat, in the customer's language. Tap a channel to see it.
- Answers from live data
- Every reply reads your tracking, scans and route plan — not a script.
- Changes the delivery, not just the answer
- Reschedule, redirect, safe place, neighbour or locker in the same conversation.
- Tells people first
- Proactive ETA and delay updates remove most of the reasons to call.
- Hands over with context
- When a person is needed, ops gets the shipment, the history and the ask.
- Hi, I'm calling about a delivery — it was meant to arrive yesterday.
- I can help. I found it by your phone number: it was delayed at the regional hub and is on today's first route.
- Okay, what time?
- Between ten and twelve. I'll text you the live tracking link now.
- Tidewren: Your parcel arrives today 14:20–14:40. Reply 1 to change day, 2 for safe place.
- 2
- Where should we leave it? e.g. 'back porch'
- Back porch please
- Noted ✓ Your driver will leave it on the back porch and send a photo.
- Subject: Shipment 7740-B still not delivered — urgent
- Your pallet cleared customs this morning and is booked on tomorrow's 08:00 delivery run. The signed delivery note will follow the moment it's delivered.
- Thread linked to shipment 7740-B · ops copied
- Status of my parcel?
- In transit — it left the sortation hub at 06:10 and arrives at your local depot this afternoon.
- Deliver Saturday instead?
- Saturday 9–13 booked ✓
- 我的包裹到哪里了？
- 您的包裹已清关，预计明天上午送达。
- Can you send the tracking in English too?
- Of course — tracking link sent in English and Chinese.
The exceptions board clears itself — mostly
Failed attempts, bad addresses, damage and delays each get a playbook. The AI acts within minutes on the customer's channel; claims and judgement calls go to your team with the evidence attached. Open a card to see the steps.
A dispatcher in every cab — voice first, hands free
Drivers talk; the AI handles the calls, messages and system updates. Check-ins, gate codes, road closures, failed attempts, proof of delivery and end-of-shift reconciliation — without phoning the depot. Pick a moment from the day.
A shipper desk that never sleeps across time zones
- Quotes standard lanes from your rate cards; non-standard freight goes to sales with the details pre-filled
- Takes bookings and amendments by email, WhatsApp or WeChat and writes them to your TMS
- Chases missing customs documents from the right party, in their language and time zone
- Sends milestone updates and answers 'where is my container?' for every shipper
- Booked
- Cargo ready
- Departed origin
- Arrived POD
- Customs cleared
- Delivered
- Commercial invoiceReceived
- Packing listReceived
- Bill of ladingIssued
- Certificate of originChased twice · shipper replied on WeChat
- HS code confirmationReminder scheduled for 09:00 shipper time
- Shipper · procurementNeed a quote for 2×40HC, Ningbo → HamburgQuote drafted for sales review
- Consignee · warehouseCan delivery be moved to Thursday?Slot rebooked with haulier
- Supplier · export deskCertificate of origin attachedChecked and sent to broker
Fewer cash stops, cleaner reconciliation
- Before deliveryPay-ahead link
Customers who chose cash get a secure pay-online option the evening before — fewer cash stops for drivers.
- On the doorstepAmount confirmed
The customer is told the exact amount and accepted methods with their ETA, so nobody is caught short.
- End of shiftDriver reconciliation
Collected cash is matched against the manifest by voice; mismatches go to the depot lead, not a spreadsheet.
- Shippers & accountsRemittance & invoices
Remittance advice to merchants and polite reminders on overdue freight invoices, within your rules.
When volume spikes, headcount doesn't have to
Holiday peaks, sales events and weather push contacts far beyond what the team can staff. AI agents scale with the surge and fall back when it passes, so service holds without a temporary hiring scramble.
One parcel's peak-season night
Tidewren Express is a fictional courier. It's the busiest week of the year: one parcel, booked in the evening, crosses the region overnight and meets a storm, a missed connection and an empty house — and the customer never has to call.
Your network, your rules
- Answers come only from your live shipment data and approved policies — never guessed ETAs
- Claims, compensation and refunds follow your approval rules; people decide the exceptions
- Drivers get short, hands-free voice prompts designed to keep eyes on the road
- Customers can reach a person at any time; handoffs carry the full shipment history
- Calling hours, opt-outs and channel consent respected in every country you serve
- Role-based access, audit logs and PII redaction, with data-residency options
- TMS
- WMS
- Route planning
- Driver app
- Carrier & broker portals
- ERP & billing
- CRM & helpdesk
- Telephony
- SAP
- Twilio
- WhatsApp Business
- Salesforce
- Tracking contactsroutine where-is-my-order answered without an agentMostly self-served
- First-attempt deliverywhen addresses and availability are confirmed before the van arrivesHigher
- Ops & dispatch loadthe team works true exceptions, not status callsLighter
- Where-is-my-order deflection
- Proactive ETA & delay updates
- Failed-delivery rescheduling
- Address verification
- Driver voice check-ins
- Proof-of-delivery capture
- Damage claims intake
- Returns pickups
- Quotes & bookings
- Customs document chasing
- COD & payment reminders
- Peak-season overflow
AI for Logistics — questions we hear
What can AI agents do for a logistics or courier business?
PlugDrop.AI agents answer where-is-my-order enquiries, send proactive ETA and delay updates, reschedule failed deliveries, verify addresses, support drivers by voice, capture proof of delivery, take damage claims, book returns and run a shipper desk for quotes, bookings and customs documents — across voice, WhatsApp, SMS, email, Telegram and WeChat, connected to your TMS and WMS.
Does it integrate with our TMS, WMS and route planning?
Yes. PlugDrop.AI follows a Bring-Your-Own-Platform model and connects to your existing TMS, WMS, route-planning, driver-app and ERP systems through their APIs, so live tracking, scan events and route plans feed every conversation and every update is written back.
Can it reduce where-is-my-order calls?
Yes. The agent answers status questions on any channel from live data and sends proactive updates before customers ask, so most routine tracking contacts never reach a person and your team handles the genuine exceptions.
How does it handle failed deliveries?
When a driver marks a stop as failed, the agent contacts the customer on their preferred channel within minutes, offers a new slot, a neighbour, a safe place or a locker, and updates the route plan — often before the driver has left the street.
How does the driver companion work?
Drivers use short, hands-free voice prompts to check in, report road closures, ask for gate codes or customer instructions, log failed attempts and capture proof of delivery. The AI handles the customer messages and system updates so drivers don't have to call the depot.
Does it work for freight forwarders and B2B shippers?
Yes. A shipper-desk agent handles quotes on standard lanes from your rate cards, bookings and amendments, milestone updates and 'where is my container' questions, and chases missing customs documents from the right party in their language and time zone. Non-standard requests go to your sales or operations team with the details filled in.
Can it help with cash on delivery and payments?
Yes. It can offer pay-online links before delivery, confirm amounts and accepted methods with the ETA, help drivers reconcile collected cash against the manifest at the end of a shift, and send remittance advice and polite freight-invoice reminders within your rules.
Will it cope with peak season?
AI agents scale with demand, so holiday peaks, sales events and weather disruptions don't mean long queues or a temporary hiring scramble — and they fall back when volume returns to normal.
Which languages and countries does it support?
The agents respond in the customer's language and can run across countries and time zones, respecting local calling hours, opt-outs and channel consent rules.
Is customer and shipment data secure?
PlugDrop.AI is built for enterprise security with role-based access, audit logging, PII redaction, encryption in transit and at rest, and data-residency options, aligned with SOC 2 and ISO 27001 best practices.
How quickly can we go live?
A focused use case such as where-is-my-order deflection or failed-delivery rescheduling can typically be integrated and piloted in weeks, with deflection, first-attempt and customer-experience KPIs agreed upfront.
See AI for Logistics live on your own stack
Book a working session and we'll map an agent to your highest-volume contact — tracking, failed deliveries or the shipper desk — with targets defined upfront.