Case Study · Logistics · 7 min read
Freight exception handling: 45% faster resolution with agent-assisted ops
A North American logistics operator reduced exception resolution time across customs, delivery, and billing disputes — without replacing their TMS or WMS.
The situation
Dispatch and customer service teams handled 3,500+ monthly exceptions across EDI failures, proof-of-delivery gaps, and accessorial charge disputes. Average resolution took 2.1 days with heavy email coordination between carriers, warehouses, and billing.
The constraint
Operations could not rip-and-replace TMS infrastructure mid-peak season. Every automated action needed human approval for customer-facing commitments and charge adjustments.
The approach
- Agents ingested exception events from TMS webhooks and email inboxes
- Classification and data enrichment from BOLs, PODs, and rate confirmations
- Human-in-the-loop queue for disputes above dollar thresholds
- Write-back to TMS notes and billing staging tables with full audit logs
Results (10 weeks post-launch)
45%
Faster exception resolution
33%
Email volume reduction
28%
Fewer billing rework cycles
100%
Human approval on commitments
Client name withheld under NDA. Metrics from production workflow telemetry and operations team time studies.
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