Case Study
24/7 Dispatch Without the Night Shift
July 29, 2025
Handling 80% of driver support calls with a sub-500ms voice agent, reducing after-hours staffing costs by 75%.
Logistics never sleeps, but dispatchers need to.
Our client, a Regional 3PL (Third-Party Logistics) provider managing 50+ trucks, faced a massive burnout problem. Their dispatch team was fielding calls at 3:00 AM for simple queries: "Where is the drop-off?" "Is the warehouse open?" and "Confirming pickup."
They were paying overtime for humans to act like answering machines.
Note: Identities have been anonymized for privacy. Detailed case studies are available upon request.
The "3 AM" Problem
The data showed that 80% of after-hours calls were routine inquiries that required zero complex problem-solving.
High Cost: Paying 1.5x overtime for night shifts.
High Turnovers: Dispatchers burned out after 6 months of broken sleep.
Missed Calls: Drivers on hold caused delivery delays.
The Solution: An Autonomous Voice Dispatcher
We deployed a Voice AI Agent (powered by Vapi) connected directly to their TMS (Transportation Management System).
Instant Verification: The agent answers instantly, asks for the Driver ID, and verifies it against the active manifest in the database.
Dynamic Data Retrieval: If a driver asks, "What's the dock number?", the agent queries the TMS via API and speaks the answer in under 500ms.
Escalation Logic: If the driver reports an accident or a mechanical failure, the AI detects the urgency and immediately transfers the call to the on-call human manager.
The Technical Stack
Voice Engine: Vapi (for low-latency conversation).
LLM Brain: GPT-4o (configured with strict logistics prompt engineering).
Orchestration: Make.com webhook to query the TMS database.
The Impact
The system went live in 3 weeks.
75% Cost Reduction: They reduced the night shift from 2 dispatchers to 1 "on-call" manager.
Zero Hold Times: Drivers get answers instantly, improving on-time delivery rates.
Scalability: The system handles 10 concurrent calls as easily as 1.
The Verdict: Voice AI isn't just for customer support. In logistics, it is operational infrastructure that keeps the fleet moving.
