An autonomous AI agent — not a chatbot, but an agent that takes real actions in external systems — built for a mid-sized US freight brokerage to resolve dispatch exceptions across the TMS, ELD, email, SMS, and carrier portals.

The client runs a dispatch operation where a team of 14 dispatchers manually tracks shipment status and reacts to delays, carrier ELD silence, driver no-shows, and rate disputes. On average, 38% of loads per week required manual dispatcher intervention — calling the carrier, sending an email, updating the TMS, notifying the customer.

This wasn't a job for a conventional chatbot: the solution needed to act across multiple systems at once (TMS, ELD provider, email, SMS, carrier portals), not just answer questions. The team had already tried no-code automation (Zapier workflows), but exception logic was too conditional — every case required judgment calls about “how critical is this” and “who should this escalate to,” which no-code tooling couldn't sustain.