Logistics
Status calls compete with delivery exceptions.
Explore a way to handle routine shipment questions while keeping urgent delivery issues on a clear path to your operations team.
The problem to explore
Dispatch keeps switching between tasks.
A shipment-status request and a blocked delivery can arrive through the same phone route. The team has to establish the caller’s role and urgency before deciding what happens next.
What may be behind it
Routine inquiries and exceptions may share a queue, or shipment data may be available only to dispatch. A missed delivery can also require an operational change beyond the call itself.
“The driver couldn’t access our building this morning.”
“Are you the recipient? I can collect the shipment reference and access details for the delivery team.”
Route the delivery exception with the caller’s role, shipment reference, and access issue.
A focused change
Give the conversation a useful job.
Explore workflows you can configure for the problem your team faces.
Handle a status question
Use an approved shipment connection to answer a routine inquiry with current information.
Identify the exception
Clarify whether the caller is reporting access trouble, a damaged parcel, or another issue that needs action.
Prepare a useful escalation
Pass the shipment reference, caller’s role, location, and issue to the responsible team.
Agree on the outcome
Keep the team focused on delivery exceptions.
Look at how often routine lookups interrupt exception handling. Compare the time it takes for recipients, senders, and drivers to reach the appropriate help.
What this workflow needs
Current shipment data, permitted lookups, and a defined escalation route. Delivery promises and rerouting must come from the authorized system or a person.
Measure the change
- Routine inquiries requiring dispatch attention
- Time for an exception to reach the correct team
- Confirmed outcomes and failed escalations
Record the baseline and compare similar call reasons. Include errors, repeat calls, and the effort needed to follow up.
Build your pilot scorecard ↗Before choosing a solution
Start with your current call journey.
- Which routine questions interrupt dispatch most often?
- How does an urgent exception reach the right person today?
- What happens when shipment information is unavailable?
Bring one call problem.
Let’s map what happens today and what a useful first test would measure.
A few useful details
Before you begin.
What do I need to get started?
Choose one task and connect the model and voice providers it needs. Browser testing does not require a phone number. Phone calls need a supported telephony connection. Review the documentation for current setup requirements.
Can I keep my providers and business tools?
Choose from supported model, voice, and telephony providers. Using Agent Builder does not require moving your telephony to Bandwidth. Tool actions need a configured connection and appropriate permissions.
What is included in free access?
Platform access is free for developers and small businesses. Your telephony, model, voice, and business-tool providers may charge for usage, including tests. See pricing and enterprise options.
What will I hear when I press play?
Each agent plays a short, prerecorded greeting in its own voice. You can pause, replay, or choose another agent. To explore a full conversation for your use case, request a demo.
What should I validate before a rollout?
Agent Builder is an experimental release from Bandwidth Labs. Test your providers, failure paths, handoffs, and data requirements before a rollout. Start with the IVR pilot evaluation guide and discuss support requirements with the team.