Shipment Tracking, Exception Handling & Client Updates — Fully Automated

Agent connects to carrier APIs (DHL, FedEx, Maersk, local carriers) and pulls real-time tracking data every 15 minutes. All shipment statuses normalised into a unified format.

Agent compares actual status against expected milestones. Detects: delays, customs holds, missed connections, damage reports, and route deviations.

Agent categorises each exception by severity (minor delay vs. critical failure) and likely cause. Minor delays get auto-handled. Critical issues escalate.

For non-critical exceptions (missed connection, minor delay), the agent queries alternative routes, compares cost and timeline, and rebooks automatically if within pre-set parameters.

Within 5 minutes of any status change, the agent sends a personalised update to the client — email, SMS, or portal notification based on their preference. Includes new ETA and any action required.

Critical exceptions (damaged goods, customs seizure, major delays affecting SLAs) are immediately escalated to the operations manager with a full context briefing: shipment history, exception details, recommended actions.

Every Monday, the agent compiles a performance report: on-time rates, exception frequency by carrier, average resolution time, cost impact. Emailed to operations leadership.

Over time, the agent builds a reliability score per carrier per route. This data informs future booking decisions — automatically preferring carriers with higher on-time rates.