Faster resolution with agentic support

Managing your delivery with AI agents

We use a tiered agentic support model within the tracking portal to automate routine inquiries and handle delivery exceptions. Instead of waiting for a human to review every ticket, our AI agents monitor scan events in real-time to keep your customers informed.

• Reduce WISMO inquiries: AI agents provide updated ETAs as deliveries progress, deflecting common "Where is my order" (WISMO) questions before they become support tickets.

• Real-time monitoring: The system checks scan events to see if an order is with a driver or delivered, providing instant updates to the end user.

• Automated carrier follow-up: If a shipment is delayed, a general carrier agent automates the email follow-up workflow to get answers from the carrier faster.

• Intelligent triage: Tickets are classified and assigned based on customer ratings and the severity of the delivery issue.

How our agents handle your orders

Our agents follow strict logic to ensure delivery issues are resolved accurately:

1. Intelligent triage: The agent checks scan events. If the shipment is on track, it reassures the customer and closes the ticket.

2. Proactive updates: Updates from carriers are reviewed and rewritten to match a clear, helpful tone before being shared with your customers.

3. Continuous monitoring: The system tracks progress automatically, ensuring no order is left unmonitored.

Visibility in the ticket portal

While AI agents handle the heavy lifting, you have visibility and can manage your tickets through the Shippit ticket portal. This is your central hub for monitoring automated resolutions and intervening when a personal touch is required. The Shippit ticket portal shows real-time updates on carrier responses, and if an issue is referred to a human, you can see that too.

You can access your ticket portal through the Shippy icon in the bottom right hand corner of your Shippit account. Open the chat window and click Tickets.

When a human steps in

While our AI agents resolve the majority of routine inquiries, we maintain a human-in-the-loop approach. You can always request escalation to a human agent, and you can rest assured that humans are overseeing every step of the process.