01
The challenge
Northbeam moves 18,000 shipments a week across 40 carriers. Every delay, damaged pallet or address change arrived as an unstructured email — and a team of nine spent their days copying details into the TMS and chasing updates.
Exceptions took two days on average to resolve, and customers noticed.
02
What we built
We built an operations agent that reads every inbound carrier message, matches it to the right shipment, updates the TMS and decides what happens next.
Classifies 23 exception types with a confidence score
Auto-resolves routine delays and reschedules deliveries
Escalates high-value or ambiguous cases to Slack with a summary and a suggested action
Writes proactive updates to affected customers
03
The results
Within six weeks the agent was resolving 94% of exceptions without a human. The team moved from data entry to carrier negotiations and customer success.
Resolution time down from 2 days to 40 minutes
Customer complaints down 61%
Nine hours a day returned to the operations team
