The challenge
Ops desks answered the same “where is my shipment?” questions all day on LINE and WhatsApp. Status lived in three systems, so replies were slow, inconsistent and hard to audit for VIP accounts.
What we did
Embedded a 6-month AI Implementation Team to connect tracking data to a customer assistant and automate status digests. Kept an outsourced ops automation specialist on GI Executive’s payroll so the client avoided a new headcount freeze.
How it ran
- 1
Unify status fields
- 2
Pilot on domestic lanes
- 3
Scale to cross-border SKUs
Risks handled
- Read-only API access first
- Escalation rules for delays and damage
- Assistant prompts and connectors owned by the forwarder, not locked in a black-box bot
Want results like these?
Tell us the workflow that costs the most. Within two business days you get a recommended hiring model and a scoped proposal.
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