At a Glance
Supply Chain & Logistics
Philadelphia, USA
Make shipment information instantly accessible replacing slow manual lookups, time-consuming custom reporting and a steep learning curve with a conversational AI assistant embedded in the visibility solution.
- 65% improvement in customer communication
- Shipment updates in seconds, replacing manual information gathering.
- Custom reports on demand, generated conversationally rather than built by hand .
The Challenge
The client's visibility solution held the data, but getting to it was the problem. Monitoring shipments and anticipating delays was hard with limited tracking features, and answering a customer's question meant digging through the system rather than simply looking it up.
Custom reporting compounded it. Building a report against specific business criteria was slow and manual, which meant analysis happened less often than it should have and decisions were made on older information. And the solution itself had a learning curve new users took time to become productive, so the very tool meant to speed the team up was initially slowing them down.
Our Approach
Cozentus built a Generative AI assistant on AWS Bedrock and embedded it directly into the client's shipment visibility solution so answers come from a conversation rather than a search.
Users ask for a shipment by reference number and receive full detail in seconds: event updates, milestone progress and a direct link through to the shipment page. They can filter to find every shipment on a vessel, or generate a list matching any business criteria, without building a report by hand. The assistant also answers questions about the solution itself what an ETA means, how a component works which flattened the learning curve for new users entirely.
Conversational Visibility in Action:
- Instant shipment answers: full status, events and milestones retrieved by reference number, with direct navigation links.
- Reports on request: filtered shipment lists and vessel-level views generated conversationally, replacing manual report building.
- Built-in guidance and risk awareness: the assistant explains the solution's own features to new users, and surfaces potential risks on upcoming events.
Business Outcomes
Customer experience
- 65% improvement in customer communication
- Noticeably faster response to customer enquiries
Efficiency
- Shipment information retrieved in seconds rather than through manual lookup
- Significant time saved on information gathering and custom reporting
- Fewer manual tasks across day-to-day shipment management
Adoption
- New users productive faster, with in-app guidance answering solution questions on demand
- Higher overall efficiency from an interface people could use
Client Quote
Real-time updates and the easy-to-use interface have improved our efficiency and communication… With fewer manual tasks, we've saved a lot of time. It has made a noticeable difference in how quickly we can respond to customer inquiries and manage shipments.
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