Logistics support / live
The number people call when the parcel matters.
Recipients call to move a delivery, redirect a parcel, or ask where it is; senders call for cartons and collections. PolymetricsLab deploys managed AI voice infrastructure that answers every one of those calls, runs a structured flow to completion, and reschedules, redirects, books and tracks against your live systems — around the clock.
The calls a courier line gets all day.
The deployment starts where the volume is: recipients and senders calling to sort out a delivery. Highest frequency, clearest impact on first-attempt success, clearest measurable return.
Request cartons & supplies
A customer needs boxes, cartons, labels or waybills before they can send.
The agent confirms the account or address, takes the supply request — carton sizes and quantities, labels or documents — and books a drop-off or adds it to the next scheduled visit, then confirms by email.
The request is captured the moment the customer calls, not left in a queue behind the delivery desk.Reschedule or redirect a delivery
A recipient wants a parcel on another day, left in a safe place, or sent to a neighbour or pickup point.
The agent finds the parcel by tracking number or address, offers the next available days, or redirects it to a neighbour, a nearby pickup point or a safe place, writes the change back and confirms it.
A redelivery set at 9pm makes the next morning's round, not the start of the next agent's shift.Book a collection & track
A sender wants a parcel collected, or a recipient wants to know where theirs is.
The agent captures the collection — address, parcel count, size and ready time — books the next available slot on the round, and answers 'where is my parcel' in the same call from live tracking.
One call books the collection and answers the status question, instead of two calls to two teams.Your customer line decides whether the parcel arrives.
It is where a failed delivery gets rescued, and the first place a customer judges whether you are easy to deal with. Three things decide it, and they pull against each other.
Speed
Whether the call is answered fast enough to change today's round. A parcel already loaded fails its attempt if the redirect comes too late.
Consistency
Whether the same details — address, safe place, redirect, reschedule — get captured every time, regardless of who picks up. Missing fields become failed deliveries and repeat calls.
Availability
Whether the line is open when people actually call — evenings, weekends, and the moment a 'sorry we missed you' card lands.
One or two agents can be excellent at two of these. No staffing level makes them reliable at all three — not while the same team is handling claims, chasing depots, and covering the phones through the post-round rush.
Six everyday failures the agent removes.
Most networks do not have a delivery problem. They have a phone problem at the moment a customer needs to change something. The agent fixes the specific points where that breaks down.
Long holds on the customer line
Delivery and tracking calls spike exactly when drivers are on the road and the contact centre is swamped. Recipients wait on hold, hang up, and open a complaint instead.
The agent answers on the first ring, every call at once. Ten people chasing a parcel are ten conversations, not a queue — no hold, no abandonment.
Wrong or missed delivery details
What gets captured depends on who answers. A missed safe-place note, a wrong redirect address or an unrecorded reschedule becomes a failed delivery and a repeat call.
The same structured flow runs on every call — parcel, address, instruction, redirect — with validation, written back so the driver sees it before the round.
Requests lost to voicemail
After-hours and overflow calls hit voicemail. The recipient rarely calls back — they wait in for a parcel that is already on its way back to the depot.
No call reaches voicemail. Every call is answered and produces a structured record — including the ones the agent escalates to a person with full context attached.
Manual entry into your systems
Agents take the call, note it, then re-key it into the tracking or delivery-management system. Double handling puts errors on the addresses and instructions that decide whether the next attempt succeeds.
Structured data writes directly into your delivery or tracking system in real time. No re-keying step, and no transcription error on the address or the instruction.
No cover outside delivery hours
People chase parcels in the evening and arrange redeliveries after work — exactly when the line is closed. The request waits until morning, by which point the next attempt has already failed.
The line runs continuously — nights, weekends and public holidays. A redelivery arranged at 10pm is on the next morning's round.
Every call treated the same
Without a defined process, a simple 'where is it' takes the same agent time as a complex redirect or a claim — and the urgent ones wait behind the routine.
Every call is triaged against rules you define — track, reschedule, redirect, supplies — so routine requests resolve instantly and exceptions like a claim or a damaged parcel go straight to a person.
Managed implementation. Live in weeks, not quarters.
We design, build, deploy and operate the agent around your existing systems and workflows. You do not need to replace your delivery-management system or retrain the team on a new process.
The customer calls your delivery line
Your existing number. Nothing changes for the caller.
The call routes to the voice agent
Automatically — always, or only on overflow, after hours, or by line, depending on how you configure it.
The agent identifies the parcel or account
By tracking number, address or phone — then runs your structured flow, the same way every time.
The request is handled against your rules
Reschedule, redirect, supplies, collection or track — the options and cut-offs you define, applied consistently.
Actions route to the right place
Onto the round or the schedule automatically. Exceptions — a claim, a damaged or lost parcel — are flagged for a person with full context attached.
The change writes into your systems
Directly into your delivery-management or tracking system. No re-keying, no intermediate note.
And it runs continuously
Nights, weekends and public holidays. Getting help stops depending on who is on the phones.
What the agent handles end-to-end.
A single deployment covers the whole customer call — not just the reschedule, but everything that has to be captured before the next attempt succeeds.
Book a demo- Requests cartons, packaging and shipping documents
- Reschedules, redirects and holds deliveries
- Books collections and captures parcel details
- Answers track-and-trace and delivery-status questions
- Records safe-place and delivery instructions
- Triages claims and damaged or lost parcels to a person
- Writes every change into your delivery or tracking system in real time
- Sends confirmations to customers by email
It becomes part of your operations stack.
Voice AI is only worth deploying if the structured data lands in the systems you already run on. The conversation is not the product — what it writes is.
- Delivery & tracking platformsYour delivery-management or track-and-trace system, Salesforce, HubSpot, or a custom internal system. Structured write-back on every call.
- Scheduling & route toolsLive delivery and collection slots read, with write-back on reschedule, redirect and booking.
- Address & pickup-point lookupAddress validation and nearby pickup-point or locker lookup flowing into every conversation.
- Notification systemsEmail and Slack, wired into the tools your team already works in.
- Routing and assignment workflowsConfigurable by request type, depot, round and account.
Start with a baseline audit of your customer line.
We review your current call flows, delivery pressures and systems, then propose a scoped deployment with a measurable outcome.
Book a demo