WISMO and delivery status handling
Conversational AI can support common delivery status queries and help customers understand what is happening without waiting for manual support.
Logistics and Delivery
Give customers delivery answers and move exceptions to the right team
ETT connects delivery status, failed-delivery routing and customer updates to your operational systems. Repeat contact is measured rather than assumed, so you can see whether an answer actually ended the enquiry.
Where we start
The workflows we lead with in this sector
Proposed use cases based on how this work is usually organized. None of these is a published client result.
Delivery status
Answering from the tracking and depot systems, including the honest answer when a parcel's last scan is old and the system genuinely does not know where it is.
Failed delivery routing
Getting a failed or refused delivery to the depot or carrier team that can act, with the attempt history and the customer's stated preference attached.
Customer updates
Proactive notification when a delivery slips, so the customer does not have to ask.
How it would be measured
Measures to agree before anything is built
A baseline taken after the fact is not a baseline. These are the measures we would ask you to agree, and what each one means, so the before-and-after comparison holds up.
| Measure | What it means |
|---|---|
| Repeat enquiries | Further contacts from the same customer about the same consignment within an agreed window. Whether one good answer prevents further contact is something we measure, not something we assert. |
| Time to resolve an exception | From the failed event to a confirmed resolution or a redelivery booked. |
| Cost per resolved contact | Total cost to serve divided by contacts actually resolved, automated and assisted reported separately. |
Who this is for
Customer Operations Director, with the depot operations lead and the owner of the tracking platform.
What has to be true first
- Real-time access to tracking and depot exception data
- Agreement on what the system says when tracking data is stale or absent
- A named owner for the exception queues in each depot
The challenge
What teams in this sector face
Logistics and delivery teams often deal with fast-moving information and high volumes of customer contact.
Customers want to know where their order is, when it will arrive, whether something has changed and what they should do next. At the same time, internal teams may be managing routing updates, delivery exceptions, missed deliveries, multilingual queries and pressure on support channels.
When systems are disconnected, simple questions can create unnecessary manual work.
ETT helps logistics organizations identify where AI and automation can support customer communication, route requests and connect delivery information to the right workflow.
Where AI can support
Practical use cases
Customer query routing
AI can identify customer intent, classify the request and route it to the right team or workflow.
Delivery exception workflows
Automation can help flag exceptions, attach relevant context and support faster escalation where human input is needed.
Multilingual customer interactions
Voice and conversational AI can support high-volume queries across multiple languages where appropriate.
Operational visibility
Data and analytics can help teams see recurring query types, routing issues, contact volumes and workflow bottlenecks.
Example workflow
Example workflow: from delivery query to customer update
One request, end to end. Each stage shows what happens and the ETT solution behind it, with people kept in control wherever judgement is needed.
Illustrative workflow. The actions, integrations and controls are defined for each deployment. This is not a customer result.
- 01Customer asksConversational AI and Voice Automation
- 02Intent recognizedConversational AI and Voice Automation
- 03Delivery data checkedData and Analytics for AI
- 04Exception identifiedAgentic AI and Automation
- 05Workflow routedAgentic AI and Automation
- 06Customer updatedConversational AI and Voice Automation
- 07Insight capturedData and Analytics for AI
Each stage in detail below, with the systems involved and where a person stays in control.
Customer asks
“Where is my order?” arrives by phone, chat or email, often in volume and across languages. The single biggest source of contact is handled first.
Typical technologiesPolyAIGetVocal AIOmnichannel
How ETT helpsConversational AI and Voice AutomationIntent recognized
Voice or chat AI understands the request and the customer, in their own language. Language stops being a barrier to a fast answer.
Typical technologiesOpenAIMultilingual NLU
How ETT helpsConversational AI and Voice AutomationDelivery data checked
It checks live status across tracking, carrier and order systems, with no agent switching between tabs. The truth comes straight from the systems, instantly.
Typical technologiesCarrier & tracking APIsOMSDatabricks
How ETT helpsData and Analytics for AIException identified
If there is a delay, missed delivery or address issue, the agent spots it and gathers the context. Problems are surfaced before the customer has to chase.
Typical technologiesRules engineEvent streams
How ETT helpsAgentic AI and AutomationWorkflow routed
The right action is triggered or routed to warehouse, delivery or a partner, with everything attached. The fix starts moving immediately.
Typical technologiesUiPathPartner APIs
How ETT helpsAgentic AI and AutomationCustomer updated
The customer gets an accurate update straight away, including an honest answer when tracking data is stale. Whether that ends the enquiry is measured as repeat contact over an agreed window rather than assumed.
Typical technologiesPolyAISMS / email
How ETT helpsConversational AI and Voice AutomationInsight captured
Patterns in queries and exceptions surface, so operations can cut the causes of contact. The contact center informs the operation, not just absorbs it.
Typical technologiesDatabricksAnalytics dashboards
How ETT helpsData and Analytics for AIWhen it cannot complete
Tracking is stale, the depot system is unreachable, or the exception has no owner in that region. The customer is told what is genuinely known and when the next update is due, and the case is escalated rather than answered with a guess.
Where to start
Delivery status plus one exception path
Status answering alone moves the contact volume without moving the problem. We build status answering and one exception route together, then measure repeat enquiries over an agreed window to see whether the contact actually ended.
The solutions involved
- Conversational AI and Voice AutomationFor supporting high-volume delivery queries, WISMO handling, multilingual customer interactions and contact center workflows.
- Agentic AI and AutomationFor routing tasks, triggering workflow actions and connecting requests across operational systems.
- Data and Analytics for AIFor turning delivery queries, customer interactions and operational data into clearer visibility and insight.
- AI Strategy and DeliveryFor identifying which logistics use cases should be prioritized and how automation should fit into the wider operating model.
- vCISO for AIFor governance, data protection and risk controls around customer data, voice interactions and automated workflows.
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ExploreFAQs
Common questions
What does WISMO mean?
WISMO stands for 'Where is my order?' These queries are common in logistics, delivery and eCommerce operations and can create high volumes of customer contact.
How can AI support logistics customer service?
By helping answer common delivery queries, route requests, provide status updates and escalate issues that need human attention.
Can voice AI support multilingual delivery queries?
Yes, where designed appropriately. Voice and conversational AI can support multilingual customer interactions, with clear escalation routes for complex or sensitive cases.
Can AI integrate with delivery tracking systems?
Yes. AI is most useful when it connects with tracking systems, CRM platforms, contact center tools, ticketing systems and operational workflows.
Does AI replace logistics support teams?
No. AI should support teams by handling suitable repeatable queries, improving routing and helping people focus on more complex delivery issues.
Ready to reduce pressure across delivery communication?
Request an AI session to explore where AI automation could support “where is my order” queries, delivery updates, workflow routing and operational visibility across your logistics environment.
Around four minutes. Indicative guidance based on your answers.