Despite the fact that the use of AI in customer service is nothing new – the first chatbox, known as Chatter, was utilized back in the 1960s – you can hardly read an article these days without coming across the term “AI” or “artificial intelligence.” It has become one of the most popular buzz topics this year, thanks to the popularization of ChatGPT and other AI-based chat systems among ordinary internet users. According to Reuters, the number of ChatGPT users grew from 100 million in January 2023 to 180.5 million by August 2023, representing an 80.5% increase over the eight-month period. ChatGPT also recorded 1.43 billion monthly website visits in August 2023, making it the fastest-growing application in history. Consequently, there is no shortage of companies and individuals eager to leverage its popularity and resources for their business applications.
Smart Logistics: Streamlining Operations with AI
Logistics and transportation seem to be ideal sectors for the implementation of such solutions because, unlike many other fields, here we deal with the human factor at almost every stage of planning and executing transportation operations. Human involvement remains central to the transportation process and communication. Although AI’s ability to process vast amounts of data, make intelligent decisions, and predict outcomes has made it an increasingly important tool in the logistics sector, it is unlikely that AI will take over control of transportation in the foreseeable future. However, it can certainly help further optimize communication, enhance visibility, and contribute to the decarbonization of the transport industry.
As a company with a commitment to continuously improving our processes through digitization, we are working with our partners at Transportial on the possibility of implementing AI into our OTMS. How? Initially, we plan to utilize AI (in this case, ChatGPT-4) to enhance communication between:
- Drivers <> Dispatchers & System
- Dispatchers & System <> Clients
Introducing AI to our OTM-based system ensures that your operations and customer service are always up-to-date. By minimizing empty mileage and enhancing client visibility, this integration will ensure higher satisfaction levels and a more professional user experience.
Communicaton between Drivers and Dispatchers/System
Communication between the planning department and drivers is a crucial aspect of order management. Currently, almost every step of order handling, known as the Question Path, requires planning department employees to contact drivers, provide information, confirm details, offer suggestions, and more. With AI, a significant portion of this work can be automated, allowing drivers to receive relevant information immediately without dispatcher intervention. Meanwhile, dispatchers can supervise drivers, while AI provides insights into potential issues and suggests alternative solutions. This reduction in necessary interactions between drivers and dispatchers will streamline operations. Additionally, AI will enable dispatchers to obtain information about the Estimated Arrival Date and Time, factoring in available driving hours, driving time, refueling, and the mandatory 45-minute break without the need for manual calculations.
Communication between Dispatchers and Clients
A recent survey conducted by Morning Consult revealed that 90% of customers agreed that customer service should provide efficient solutions, and 85% of customers consider short wait times to be crucial for overall satisfaction with customer service:
The above applications of AI that we aim to implement in DON Trucking Group’s operations are just the tip of the iceberg. AI, with its ability to process larger volumes of data, will allow us to do much more, including analyzing and generating dynamic reports and optimizing plans to reduce empty mileage and, consequently, CO2 emissions. The implementation of AI into systems like OTM aims to enhance customer satisfaction and professionalism of service by automating communication processes, increasing efficiency, and reducing the number of necessary interactions among drivers, dispatchers, and clients. The integration of AI into transportation systems isn’t a distant prospect—it’s a tangible reality just around the corner.
AI-based chatbots can help meet all these expectations. The primary application of AI in the Dispatcher-Client relationship will be expediting and eventually automating information exchanges. Ultimately, clients will be able to obtain transport-related information without the need to contact a transport planner. Furthermore, access to information will not be restricted to the dispatcher’s working hours. Additionally, thanks to AI, clients will be able to receive information in any language they want. All of this is aimed at elevating Real-Time Monitoring to an even higher level than it is currently. Just as a customer can check anytime today where their package from Amazon is and when it will arrive at the pickup point, the same should apply to modern trucking services.
Currently, in collaboration with Transportial, we are in the final testing phase of implementation of this technology. We hope to inform you about the first AI features of our system very soon.
Stay tuned to our blog and social media profiles for updates.