ID Verification Automation for Logistics
Streamline support calls and securely verify identities.
Speed up support and ensure security without extra headcount
Katie
Logistics ID Verification
The Problem
ACME Supply, a major grocery supplier, depends on a constant flow of truck deliveries to keep stores stocked and operations running smoothly. With hundreds of drivers on the road, the company’s support lines were constantly inundated with calls about the same issues verifying load drop-off locations, confirming dock assignments, and clarifying delivery instructions. These interactions typically followed a repetitive script: confirm the driver’s identity, truck number, and location before proceeding.
This high call volume put a strain on the support team. Staff members spent large portions of their workday managing these repetitive calls, leaving less time to address more urgent or complex logistics challenges. As ACME Supply expanded, the number of incoming calls kept rising, putting even more pressure on resources. Simply adding more headcount was not a scalable or cost-effective solution. Meanwhile, drivers faced longer wait times, and sometimes found themselves stuck on hold or needing to repeat information. This slowed down deliveries and impacted customer satisfaction, turning a straightforward verification process into an operational bottleneck.
The Solution
To solve the bottleneck without adding headcount, ACME deployed Katie, a voice AI agent built on a Conversational Pathway to handle the company’s most repetitive support calls. Katie instantly verifies driver identity, truck numbers, and location, then delivers tailored instructions, like dock assignments or special access info, on the spot. Drivers no longer need to wait on hold or repeat themselves, and the support team is freed up to focus on real-time problem solving.
Katie runs 24/7, responds in natural, humanlike conversation, and integrates directly into ACME’s systems to pull real-time data from internal dashboards. She can handle thousands of concurrent calls without missing a beat. From day one, the team saw reductions in hold times, faster delivery confirmations, and fewer escalations.
After upgrading to Bland’s Enterprise Plan, ACME gained access to dedicated infrastructure and white-glove deployment support. With enterprise-grade reliability behind every call, Katie became a foundational part of ACME’s logistics engine..
The Result
By automating routine confirmation and verification calls, ACME Supply’s support team is now able to focus their attention on higher-value logistics issues, exceptions, and real-time problem solving.
Drivers receive fast, accurate answers, and can move to their next stop with minimal delay, significantly improving delivery efficiency.
Every call with Katie is logged and tracked, allowing ACME Supply to monitor patterns, identify recurring challenges, and continuously refine their support process. The company can now scale its logistics operations with confidence, knowing the verification workflow will remain reliable without the need to add more staff for repetitive tasks.
The result is a streamlined, scalable system where routine confirmation is no longer a pain point. With Katie handling high-volume, repetitive calls, ACME Supply can keep pace with growth, maintain a high level of service for drivers, and allocate resources where they’re needed most, all while keeping costs in check.
LLMs aren’t people, they’re math. Butwhen designed right, they can speak to your customers like the best-trained agent you’ve ever hired. That’s where the magic becomes useful.Isaiah GranetFounder and CEO of Bland