Answering Shipment Calls Outside Office Hours for a Logistics Company with an AI Receptionist

The company needs shipment calls answered outside office hours, with status information shared in a controlled way and follow-up requests logged.

The main challenge is to answer calls reliably without pulling people away from the work in front of them.

• Customers calling about shipment updates after the depot has closed and staff are unavailable.
• Repeated parcel tracking enquiries taking valuable time away from the operations team.
• Delayed shipments requiring follow-up requests to be accurately recorded for resolution.
• Sharing approved shipment information while following the company’s communication guidelines.

Viva AI Receptionist addresses the business’s needs. It is connected to the business number and trained on the business’s own information, hours and routing rules.

Shipment enquiries:

• Collects the shipment reference number to identify the customer's enquiry.
• Shares shipment status updates using information the company has approved for customers.
• Records a follow-up request whenever a shipment is delayed or requires further attention.

Handover:

• Sends a concise enquiry summary to the appropriate team for timely action.
• Routes urgent or complex calls directly to the relevant team member.
• Transfers customer complaints straight to the appropriate team for resolution.

What this scenario shows:

• Customers receive prompt answers to shipment enquiries, even outside regular office hours.
• Delayed shipment follow-up requests are recorded and ready for the team to review each morning.
• The team spends less time handling routine status enquiries and more time focusing on delivery operations.

This is an illustrative scenario, not a customer result. If you would like to see how it would work on your own calls, ask for a live demonstration.