AI for logistics that handles the inbox and the exceptions

AxionIQ delivers AI for UK and EU logistics operators where it counts: tracking enquiries handled automatically, exceptions surfaced before they become complaints, and back-office reconciliation kept tight. We integrate with your TMS, your portals and your customers, and we operate the system so the team can focus on the loads, not the laptop.

Common pain points

Customer service teams in road freight, parcel and 3PL businesses spend the bulk of their day answering one question: "where is my shipment". They copy a reference into a TMS, paste a status into an email, and repeat. The volume rises with the season, the team does not, and overnight cover collapses into a voicemail backlog by 7am.

Behind the inbox, exceptions get spotted late: a missed pickup, a partial delivery, a damaged consignment. By the time the operator catches it, the shipper has already escalated. And in finance, daily reconciliation between the TMS, the bank and the accounting system absorbs hours of skilled time that should be on margin analysis.

Our approach

We start with the tracking enquiry agent. It reads incoming email, web chat and WhatsApp, pulls the live status from your TMS, and replies with the right level of detail for that customer. About 80 percent of enquiries close without a human ever touching them. The rest escalate with the context already attached, so your team replies in one click.

Next we layer an exceptions agent that watches consignment status in real time, flags delays, missed pickups and damaged deliveries the moment the data shifts, and drafts proactive customer communications. You go from defending against complaints to getting ahead of them. Finally we unify TMS, bank and accounting through data unification so reconciliation runs daily without manual stitching.

Representative outcome

A UK 3PL we worked with patterns of took around 1,400 tracking enquiries a week across phone, email and WhatsApp. Within three weeks of go-live, the AI agent was handling 78 percent of those enquiries end to end, with median first reply under 90 seconds across all channels. The CS team shifted to exception handling and account growth. Overtime dropped sharply. Customer satisfaction lifted because customers got faster, more accurate answers, including at the weekend.

Where to go next

The most common stack for logistics is AI customer support plus AI agents for operations, with data unification underneath. See examples on the case studies page or book a 20 minute outcome call.

Common questions

Do you integrate with our TMS?

Yes. We work with Mandata, Microlise, CargoWise, Descartes and custom in-house TMS through documented APIs or, where needed, a thin integration layer. The agent reads consignment status, exceptions and POD as if it were a human dispatcher with full screen access.

What about EDI feeds and shipper-specific portals?

We handle the standard EDI feeds you already have (945, 990, 214) and wrap shipper-specific portal interactions through scheduled retrieval where APIs do not exist. We are explicit about which feeds are real-time and which are polled, so you trust the numbers in the dashboard.

How quickly does this pay back?

For most operators, the AI receptionist plus tracking enquiry agent pays back inside the first quarter on customer service headcount and overtime alone. Once back-office reconciliation comes in, the payback compounds.