Freight is a phone business. Carriers call about loads at all hours, and every unanswered call is a load that moves with someone else. The broker we worked with was missing a third of them.
What the agent does
It answers, confirms the carrier's details against the load board, checks the rate against the budget for that lane, and books the load if everything fits. Anything outside the rules, a rate above budget or a carrier with a compliance flag, is handed to a dispatcher with the full context already written up.
What stayed human
Every exception. Every relationship call. Every decision that involves money outside the agreed range. The agent clears the queue so the people can spend their time where judgement matters.
The numbers after ninety days
- Every inbound call answered, including nights and weekends.
- Rate negotiation kept inside budget on every automated booking.
- Dispatcher time on routine calls down by more than half.
The system was built in phases: answering first, then verification, then booking. Each phase was live and useful before the next one started.
