Logistics AI Agent — Automating Dispatch and SLA Tracking

The Problem

The client operated a regional freight brokerage coordinating shipments across multiple carriers. Dispatch teams spent hours each day manually matching loads to available carriers, monitoring SLA compliance across hundreds of active shipments, and responding to exception alerts from carrier systems.

SLA breaches were being caught late — often by customers before the internal team — because monitoring was manual and dependent on coordinators checking tracking portals individually. Customer-facing communication about delays was inconsistent and reactive.

Our Solution

We built an AI agent that connected to the client's TMS, carrier APIs, and customer communication channels. The agent handled dispatch matching, proactive SLA monitoring, and automated exception communication:

• Load matching:The agent evaluates available loads against carrier capacity, rates, and performance history to recommend or execute optimal matches.
• SLA monitoring:Continuous tracking of shipment status across all carriers with automated alerts when a shipment is at risk of missing its delivery window.
• Exception communication:When delays are detected, the agent automatically notifies the relevant customer with an updated ETA and escalates internally if the delay exceeds defined thresholds.