Logistics and auto service · Sample scenario
Delivery delay notifications
A status event from the cargo system is checked against the delay rule, and affected clients are notified only with a confirmed time.
Problem
Clients only learn about a delay when they call themselves, which leads to frustration and repeat calls.
How it works today
When the dispatcher sees a delay, they look up clients one by one and call them. When many orders are affected, some clients are never told.
What this scenario changes
The status event is checked against the delay rule and affected orders are found. If the carrier has confirmed a new time, a short notice is prepared and sent through a channel the client has consented to. If there is no new time, no date is invented and the case stays open in the operator panel.
The process step by step
- Status event: Cargo system updates the trip status
- Delay rule checked: Has the deviation from the planned time passed the threshold?
- Affected orders found: Shipments on the trip and their channels
- Confirmed new time?: Carrier has confirmed a new delivery time
- Notice prepared: Reason and confirmed time in plain language
- Notice sent: Through the channel the client consented to
- Logged in the operator panel: Notification status for each shipment
Exception path
- Operator confirms the time: Contacts the carrier and decides on the message
- Case stays open: The panel tracks it until a new time arrives
The role of AI
Turns the delay reason and the confirmed new time into a short, clear message for the client.
Human approval and exceptions
If there is no confirmed new time, the system does not write a specific date; the operator confirms the time with the carrier and decides what to tell the client.
Frequently asked questions
What is the client told if the new time is unknown?
The system does not invent a date. The operator confirms the time with the carrier and decides whether to give the client an honest, undated update about the delay.
Do all clients get a message?
Only clients on that trip who have consented to the notification channel.
How is the delay threshold set?
It is agreed based on your service terms, for example a deviation of a certain number of hours from the planned time.