AI-assisted dispatch and notifications for a Melbourne freight operator

Before engaging Corpshore, the operator's customer service function relied on dispatchers manually phoning or emailing consignees every time a delivery was delayed, rescheduled or completed. During peak periods, dispatchers were spending close to half their shift on status calls rather than on the exceptions that actually needed a human decision, and customers regularly chased updates that should have gone out automatically.

The delivery team started small: one automation and workflow specialist paired with two dispatch support staff to configure notification templates, exception rules and escalation paths against the client's existing transport management system. Over the following four months, as coverage extended to Saturday trading and a second depot came online, the team grew to six, including a dedicated QA reviewer checking notification accuracy against actual delivery outcomes. Corpshore built and now supports an AI-assisted dispatch and customer-notification workflow that ingests live tracking and job-status data, generates automated status updates for customers by SMS and email, and flags genuine exceptions, a missed delivery window, a damaged consignment, a route disruption, to a human dispatcher for judgment. The AI layer does the repetitive notification work; people make the calls that matter.

Offshore delivery from Cebu, Philippines, building and supporting an AI-assisted notification workflow with human exception handling.

Because the workflow touches customer names, phone numbers, addresses and delivery details, the engagement was treated from the outset as a cross-border disclosure of personal information under the Privacy Act 1988 and Australian Privacy Principle 8. Corpshore and the client agreed data-handling terms and reasonable steps consistent with APP 8 before any live customer data reached the Cebu team, and the client retained its own accountability for APP compliance throughout, since responsibility for a breach by an overseas recipient does not transfer away from the disclosing entity under section 16C. Access to customer data was scoped to what the notification and exception workflow actually needed, with broader account and billing records kept out of the offshore team's view. Corpshore's security practices are aligned with the Essential Eight, a recognised Australian Signals Directorate framework, though this is not presented as certification.

Twelve months in, manual status-update calls handled by dispatchers are down by roughly 58 percent, freeing dispatcher time for exception handling and route problem-solving. Average handle time on customer enquiries that do still require a person fell by about 18 percent, and the operator estimates savings in the order of $340,000 a year in dispatcher overtime and after-hours call handling, exclusive of GST. Customer complaints specifically about a lack of delivery updates fell by more than a third in the two quarters after go-live.

The workflow was built to do the repetitive notification work and nothing more, leaving every genuine exception to a human dispatcher, which is why the client's own team trusted it enough to stop making routine status calls at all.