Logistics
Support that doesn't burn out
How we took 75% of the load off two operators and gave customers fast replies again.
800 emails per week, 2 operators burning out and falling behind. Customers wait hours for a reply.
A logistics company received 800+ email tickets per week: lost cargo, damage, delays, document requests.
Two operators worked 10-hour days and replied 4–6 hours late even to routine questions. Customers were churning to competitors.
Hiring another operator was hard: the niche labour market is thin, onboarding takes 3 months.
AI agent classifies tickets and replies with templates, escalates complex ones. Saves $5,400/month.
- 01
Analysed 4,000 past tickets and identified 12 main request types with template answers.
- 02
Built an AI agent on the Claude API with RAG over the contracts and template-answer knowledge base.
- 03
Wired up n8n for classification: 75% of tickets close automatically, complex ones escalate to humans with full context and a draft reply.
- 04
Added a quality-control dashboard: every auto-reply can be reviewed and rolled back.
Result
75% of tickets close automatically in 30 seconds instead of 4 hours
Payroll savings: $5,400/month (one operator no longer needed)
ROI reached 1.5 months after launch
Customer NPS jumped from 31 to 58 in a quarter
Next case
From seed round to production
SaaS founder