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Language: English
Demo

Solutions

Contact center for delivery services and freight carriers

CONTACT.WORK takes the most common question off your agents' plates – "Where's my package?" The AI answers it around the clock. Couriers make fewer wasted trips because recipients are asked in advance whether they'll be there. Drivers get through without waiting for a free line, and a freight request reaches a sales manager before the shipper picks another carrier.

Get a quotePricing
24/7shipment statusBy tracking or phone number
1number for driversCouriers get their own line
13messaging channelsWhatsApp, SMS, email, and more
$0license feesYou pay for support

Challenges

Where a delivery service loses time and customers

"Where's my package?"Agents spend all day telling people where their package is, while other callers wait.
The courier arrives – nobody's homeThe recipient forgot about the delivery or left town, and the package goes back on the truck.
The driver can't get throughA courier needs directions to the entrance, but the line is jammed with recipients.
Peak seasonDuring the holidays and big sales, the phone never stops ringing.
The lead went coldA business asked for a quote, and the sales manager called back the next day.
A claim with no answerThe freight arrived damaged, there's been no answer for a week, and the customer picks another carrier.

Solution

What changes for your delivery service

Status

Agents stop answering "Where's my package?"

The AI handles the most common question: it finds the shipment in your system by tracking or phone number (through the API) and tells the caller where it is, when it will arrive, and which pickup point is holding it. If a package is late, it gives the expected delivery day. Your agents only get the complicated cases.

  • Tracking number
  • New date
  • Complex cases to agents

Before dispatch

Fewer wasted trips and returns to the warehouse

The day before or the day of delivery, the AI calls the recipient to confirm the address, time, entrance, and gate code. A refusal or a reschedule reaches your system before the truck leaves – no wasted fuel or time on an address where nobody's home.

  • Address, entrance, time
  • Refusal before dispatch
  • New delivery date

Drivers

Couriers don't sit idle waiting for the office to answer

Drivers have their own line, so customers don't hold them up. The agent instantly sees the route and the list of orders in the truck: they can reach the recipient, change the address, or log a return to the warehouse. The courier never sees the customer's number: the call goes through the platform.

  • Their own queue
  • Route on screen
  • Reaching the recipient

Requests

Freight orders don't go to competitors

While the business that filled out the quote form is still at the computer, the AI calls back: weight, volume, and route – and the lead reaches the sales manager with all the details. To find new business customers, the auto dialer works through a contact list while honoring the do-not-call list, and only people who answer are passed to sales managers.

  • Call within minutes
  • Weight and route
  • Calling a contact list

Claims

Customers stay with you even after damaged freight

A claim with photos gets a number, an owner, and a response date right away – the customer hears a decision on time and has no reason to look for another carrier. The AI handles returns and refused deliveries itself and tells the customer when the package will be picked up.

  • Photos with the claim
  • Response date
  • Returns

Examples

A delay, a reschedule, a buzzer, a freight quote

A typical day at a courier service.

A question by message

A recipient sends tracking number 4417. The AI sees the shipment has been at the sorting center for two days, tells them the new delivery date, and offers pickup at a location near their home if that's easier.

  • Status by tracking
  • New date
  • Pickup point
Example 1 of 4

Your company sets the queues, verification checks, and times for calling recipients.

Capabilities

Where a contact center helps a delivery service

Shipments, drivers, freight, and claims.

Orders and delivery

  • Order takingThe AI takes courier pickup and freight requests.
  • Shipment statusThe AI gives a package's location by tracking number.
  • Delivery confirmationDay and time are confirmed before dispatch.
  • Reschedule and refusalRecipients change the date or refuse delivery themselves.
  • ReturnsCustomers arrange returns without a trip to the office.
  • Arrival noticeWhen a package arrives, the AI calls to say who it's from, where to pick it up, and when the pickup point closes, and offers courier delivery.
  • Changes without an agentThe AI changes the address, date, or recipient itself after verifying the caller.
  • Field dispatchcustomized for youCourier, time slot, and delays – right in front of the dispatcher.

Inbound inquiries

  • InformationRates, delivery times, pickup points, and packaging.
  • CustomsWhere the shipment is in customs clearance and what duties apply, based on shipment data.
  • Cash on deliveryHow to pay on delivery and whether the courier takes cards.
  • Nearest pickup pointThe AI finds a pickup point by address or ZIP code and gives its hours.
  • Any tracking numberDigits or an international number with letters – the AI understands it however it's read out.
  • Calling from another phoneThe order is found by tracking number or recipient name.
  • Cross-borderThe AI speaks the recipient's language, such as Spanish.
  • ClaimsDamage or missing items – with photos and a response date.
  • Courier lineA separate number for people behind the wheel.
  • CallbackTired of waiting on hold? We'll call you.
  • OvernightThe AI gives package status around the clock.
  • Peak daysDuring big sales, the AI answers status questions.
  • Recipient verificationA new address is accepted after verification: order details or a code word.
  • Ad trackingcustomized for youSee where shippers come from by giving each ad channel its own number.

Outbound calls

  • Quote formSomeone fills out the form, and the AI calls back right away.
  • Calling businessesStores and warehouses hear about your rates.
  • Win-backStopped shipping with you? We call to find out why.
  • Delay alertsFreight is running late – the customer hears about it first.
  • Mass disruptionBad weather or a partner carrier outage – the AI calls everyone whose orders are stuck.
  • Call resultsWho confirmed, rescheduled, or didn't answer – with recordings and transcripts.
  • Extra chargesReminders about storage fees or overweight charges.
  • Delivery ratingA rating after handoff; the manager sees the low ones.

Messaging

  • Messaging appsSend a tracking number, get the status.
  • WebsiteQuestions from the tracking page.
  • EmailShippers write by email, and agents handle the messages.
  • Facebook MessengerFreight requests from Facebook Messenger chats.
  • Google reviewscustomized for youRatings of pickup points on Google Maps go to your staff.

Partners and staff

  • PartnersWarehouses and shipping stores get their own queue.
  • NewslettersShippers who opted in hear about new rates and pickup points.
  • LoyaltyThe AI tells a repeat shipper their discount.
  • Promo codescustomized for youIssuing and checking delivery promo codes.
  • Call quality reviewRecordings show whether the agent was polite with the recipient. Play a recording notice at the start of the call.
  • Pickup pointsOwners of pickup points and parcel lockers have their own line: drop-off, storage, and handoff.
  • New agentsDuring their first shifts, the system suggests what to tell recipients.
  • Driver botDrivers report traffic, delays, or arrival to a bot, no agent needed – the dispatcher sees it right away.
  • Masked numbersThe courier never sees the recipient's phone number.

Modules

Contact center modules

Voice AI consultantGives package status by tracking number.→AI consultant in chatAnswers recipients in messaging apps.→Call queuesSeparate queues for recipients, drivers, and businesses.→Auto dialerCalls recipients before the courier heads out.→CallbackCalls back once the queue clears.→OmnichannelKeeps claim photos next to the order.→Speech analyticsReviews agent conversations.→
Agents freed upThe AI answers status questions.
Fewer wasted tripsRecipients are asked in advance.
Drivers stay in touchTheir own line, no waiting.
More ordersLeads are handled while they're hot.

Getting started

Implementation for a delivery service

  1. 01AssessmentWe show where you're losing calls and fuel.
  2. 02Tracking dataWe connect the system that holds shipment statuses, so the AI's answers are always current.
  3. 03LinesWe split calls: recipients, drivers, and businesses each reach the right team.
  4. 04AI consultantWe teach the AI your rates, delivery times, and return rules.
  5. 05Outbound callsWe turn on recipient calls and fast callbacks on quote forms.
  6. 06LaunchWe start in one city and measure how much volume comes off your agents.

Preparation

What to decide up front

Where do shipment statuses live?The system that tracks every shipment's route.
When should recipients get a call?A day ahead or on the day of delivery, but before dispatch.
Who talks to drivers?Dispatchers, logistics coordinators, or a shared line.
What can be changed by phone?Address, time, recipient – and how to verify the caller.

Q&A

Frequently asked questions

Can recipients get status without an agent?

That's where most of the savings come from: the AI finds the shipment by tracking or phone number, as long as your system shares statuses through the API.

How do I cut down on wasted trips?

Call the recipient before dispatch. The AI confirms the address and delivery time, and if the recipient refuses or asks for another day, the dispatcher sees it right away – couriers only go where someone is waiting.

Can couriers have a separate number?

Drivers bypass the customer queue and reach an agent without wasting time, and the agent already has the route and its orders open.

How are damage claims handled?

With photos, a number, and an owner; the response date is tracked, so customers don't leave for another carrier because nobody answered.

Can the line handle the holiday peak?

The AI gives the status, so most of the surge never reaches your agents; anyone who needs a person gets a call back when an agent is free.

How fast do you call back on a quote form?

Within minutes, while the customer still remembers why they asked: the AI asks for weight, route, and date, and the sales manager gets a complete request.

Can the address be changed by phone?

The AI can do it itself once the caller passes verification – by order details or a code word, whichever your company chooses.

Does it work for freight carriers?

It covers business requests, calls to new shippers, and a separate queue for partners.

How do I evaluate agents?

You won't have to listen to every recording: analytics flags where an agent went off script, as long as both sides' voices are recorded on separate tracks.

Will the courier see the recipient's number?

No – the platform connects them without revealing the number.

What if thousands of orders are delayed at once?

The AI makes the calls: every recipient learns the new delivery time, and the report shows who couldn't be reached.

Which tracking systems can connect?

For example, a TMS or your own in-house system – connecting it is part of the launch.

What does a delivery service pay?

The platform itself is free – you pay only for support hours, AI usage, and cloud hosting if you don't have your own servers.

Glossary

Terms on this page

Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Call queue – callers waiting to be answered
Callers waiting for an available agent. Learn more →
Omnichannel customer service
All channels in one agent workspace, with the customer's full history alongside. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Dual-channel recording
Each speaker is recorded on a separate track. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →

More

More for delivery services

Seasonal peaks Getting through the holidays and big sales. Learn more After-hours answering Who answers recipients at night. Learn more Lead qualification How the AI qualifies a lead before it reaches sales. Learn more Auto dialer How to confirm deliveries in advance. Learn more

Blog

Fresh from the blog

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