JOB·01VOICE
Check calls
Dials carriers on schedule, asks the three standard questions (location, status, ETA), transcribes the answer and updates the TMS.
No broker unless the answer triggers an exception
NEW · ADDED TO THE TEAM v4.3 · THE EIGHTH AI WORKER IS NOW LIVE
OP·08 / CARRIER FOLLOW-UP
▸ JUST ADDEDVOICE · EMAIL · APIOUTBOUND OPS
The Carrier
Follow-Up Agent.
Brokers burn 2–3 hours a day on scripted outreach that needs no judgement: check calls, appointment confirmations, POD chasing. The newest worker on the team handles it end-to-end, on whatever channel reaches the carrier, and writes the result straight back to your TMS.
CHECK CALL · SHP-9817OUTBOUND · 11:04
AGENT
Hi, calling on load 9817 picking up in Atlanta. Current location and status?
CARRIER
Yeah, about 40 miles out on I-85. Should be on the dock by two.
AGENT
Got it. 40 mi out, ETA 14:00. Logging that now.
▸ TMS WRITE-BACK · location · status · ETA 14:00 · no exception
THE PROBLEM
Hours of scripted phone work. Zero relationship value.
Checking load status. Confirming pickup and delivery windows. Chasing a missing POD for the third time. Nudging a carrier on an overdue document. It's repetitive, interruptive, and produces nothing a customer ever thanks you for.
It just has to get done. A coordinator spends their afternoon on the phone instead of moving the next load.
2–3 hrs
per broker, per day, on structured outreach
- —Scheduled check calls across every active load
- —Pickup & delivery window confirmations
- —POD & BOL chasing, 24h+ post-delivery
- —"Where's my load?" status calls from shippers
- —Inbound rate quotes from small carriers
FIELD LOG · DOCK OPS · ACTIVE LOADSEVERY DOCK · EVERY WINDOW
Every truck in that yard needs a status call. OP·08 makes them.
WHAT IT HANDLES
Five jobs off the phone. End to end.
JOB·02VOICE · EMAIL
Appointment confirmations
Contacts shippers and receivers to confirm pickup and delivery windows. Logs the confirmed times back to the load.
Escalates conflicts or no-responses
JOB·03EMAIL → VOICE
Document chasing
24 hours post-delivery with no POD or BOL, it starts the chase: email first, then a call if there's no response inside the window.
Notifies billing when documents land
JOB·04VOICE · API
Status updates to shippers
Inbound "where's my load?" answered automatically from TMS data. The shipper gets a straight answer; no broker call required.
Resolves from live TMS data
JOB·05VOICE
Rate quote intake
Small carrier calling to quote a lane? It collects origin, destination, equipment, availability and rate, and logs it as a carrier bid.
Broker reviews the bid. Doesn't field the call
ESCALATION LOGIC
Hands off to a human only when it should: carrier disputes status, unknown load ID, a requested rate change, or no answer after N attempts. Everything else resolves on its own.
WHY VOICE IS JUST ONE CHANNEL
An operations layer that picks up the phone when the carrier has no portal.
Most carriers have no API. Many don't respond to email reliably. Phone is the channel that gets a response, and someone has to make those calls.
The same agent that reads the TMS and sends an email at 9am makes the follow-up call at 11am if there's no reply. Same task, whatever channel gets the information: get it, verify it, write it back.
CHANNEL SELECTION · SAME TASK
TRY 1API callif portal exists
TRY 2Emailif reachable
TRY 3Phonethe fallback that works
OUTCOME · information verified → written to TMS
HOW IT FITS THE TEAM
A direct extension of two agents you already know.
This is what Shipment Operations and Appointment Scheduling do when the carrier has no portal and no API. The channel is voice. The work is the same.
BROKER · FREED FROM CHECK CALLSOP·05Shipment OperationsMonitors loads, runs check calls, updates customers.
+
OP·04Appointment SchedulingBooks pickup & delivery windows across parties.
→
OP·08 · NEWCarrier Follow-UpThe same work, by voice, when there's no portal and no API.
axlway's thesis hasn't changed: AI operations work completed across the systems you already run. TMS, email, load boards, customer and carrier portals. Voice is one more entry point into that same layer.
2–3 hours a day back per broker.
30-minute baseline call. We map your outreach load and show where OP·08 pays back first.
Map your operational labour cost →