Tracking questions flood the ops desk, and exceptions surface too late.
A logistics operations desk spends its day answering tracking questions and loses the exceptions in the noise. A Wakil agent takes shipment enquiries on WhatsApp or email, reads live status from your TMS and carrier systems, and answers with the real position rather than an estimate.
When something is wrong, a delay, damage or a reroute request, it logs the exception with full context and escalates to operations. Your team decides and acts. The agent does not reroute anything on its own.
A UAE delivery company answered 82% of shipment status enquiries automatically, leaving its operations desk free for exceptions only.
Anonymised example. Figures are indicative.
6 steps · 1 human checkpoints · the agent handles everything in between.
WhatsApp · Email
Takes tracking and status questions on the customer’s channel.
TMS · Carrier APIs
Reads live status from your TMS and carrier systems.
Exception record
Logs delays, damage or reroute requests with full context.
Ops handover
Escalates to the operations team with the whole picture attached.
Approval
The operations team decides and acts. The agent does not reroute on its own.
WhatsApp · Email
Sends the status update once a decision has been made.
Anonymised results from live deployments with Logistics clients in the UAE. Names are withheld at their request and figures are indicative.
Tracking questions flooded the operations desk and exceptions were lost in the noise.
The agent reads live status from the TMS and carrier systems and escalates exceptions with the full picture.
Customers called for updates after every milestone, chasing the same information.
Proactive updates go out once operations has made a decision, so nobody has to chase.
Directly from your TMS and carrier APIs, so the customer gets the live position rather than a generic estimate.
No. It logs the exception and escalates to your operations team with the full picture. Routing decisions stay with your people.
The agent sends the status update once operations has made a decision, so customers hear from you without anyone chasing them.
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