For any brokers, 3PLs or other freight companies with a high volume of calls, auto-attendant phone systems often leave many callers frustrated and dissatisfied.
With his team at CloneOps.ai, David Bell is building a sophisticated AI voice agent that will help employees in the U.S. and in nearshore call centers prioritize and manage a higher volume of calls without having to engage in the most mundane and tedious tasks.
Coming from a background in the nearshoring sector, Bell has firsthand experience managing the complex workflows involved in high-volume call centers and logistics companies.
“Having been at a company with over ten thousand employees, I knew exactly what AI could do to help those employees be more accurate and more productive while providing more value to the clients,” Bell said.
The CloneOps AI voice agent is a powerful and versatile tool with a wide variety of use cases in the transportation industry. For inbound and outbound calls, the CloneOps.ai platform leverages cutting-edge technology to multiply the effectiveness of every human representative.
“The agent allows employees to multitask and facilitate multiple phone conversations at one time,” Bell explained. “Our dashboard allows employees to monitor and pick up the calls that need more attention and more involved solutions.”
For businesses that receive a high volume of calls, 30 to 35 percent typically go unanswered. “That’s the lowest hanging fruit and the easiest problem we can solve with our AI voice agent,” Bell said. “It replaces the old tedious menus you find with an auto-attendant.
Instead of leaving customers on hold, CloneOps’ virtual AI agent can take any call, answer relatively complex questions and interact dynamically. If a customer needs more in-depth assistance, the agent can transfer to where they need to go much more efficiently than ever before.
“No one wants to dial ‘0’ five times and ask for a representative over and over,” Bell said. “Our interactive call tree keeps inbound callers from being stuck on hold, or even worse, hanging up and making you miss out on a sale or an important client call.”
According to Bell, CloneOps.ai’s capabilities are vast, and the team is always expanding what the platform can do. From providing details on load postings to negotiating rates, the AI agent can work with customers to answer any questions based on its access to integrated data.
Employees can monitor the status of every ongoing call via the CloneOps.ai interface and intervene when necessary.
“As calls are taking place, the agent transcribes the audio from voice to text and sends a manuscript to the carrier rep’s dashboard,” Bell said. “We create a call score that rates how the call is going and how badly it needs to escalate. The worse the call is going, the higher priority it will appear to the employee,” he said.
At any time, a human can step in to take over the call to provide more in-depth service.
“Unlike calls that are answered by auto-attendants, you can intervene in a call if someone gets frustrated or if they’re getting lost in the process of navigating their transfer,” Bell said. “Because you can see a live feed of how the call is proceeding, you don’t need to go through a warm transfer with another representative to get a rundown on what the call’s about,” he said.
Whether it’s a driver or broker or any other customer having a bad experience, the representative can prioritize the most pressing issues in real time instead of being bogged down by the more tedious or less relevant calls.
“Our AI can also identify who’s on the call and run filters to prioritize existing customers so you can take care of ongoing issues,” Bell said. “In business, you want to make sure your customers’ freight is taken care of at all costs, and that’s usually what you want to focus on.”
“That benefits you, your truck driver, and the whole business. If your customers are happy, then everyone wins,” Bell said.
As any broker or 3PL understands, unanswered calls are money that’s left on the table. “If you look at the data from those calls that get left on hold, maybe you just need to know who it is and what they’re calling about, and maybe you can let them know that someone will get back to them instead of making them wait on the call,” Bell said.
With any business, there will inevitably be those calls that simply need routine information. Not every call is critical. Being able to provide callers basic assistance through the AI agent frees up employees to solve time-sensitive issues.
Aside from inbound call answering, CloneOps.ai also offers outbound and proactive capabilities.
“On our dashboard, you can schedule as many calls as you need to throughout the day, and the AI will launch those calls to the appropriate parties at scheduled times,” Bell said. “In a lot of cases, the voice agent can complete the entire task without any additional human input other than an audit to make sure all processes are going smoothly,” he said.
“Again, you can take those calls over if needed, but being able to reach out to a high volume of clients and customers with mundane follow-up means your employees can focus on the more pressing cases,” Bell said.
When a load gets booked through the AI agent, the system will trigger an automated email and integrate with the company’s existing TMS. CloneOps.ai will give updates, track drivers and much more.
“If a driver isn’t responding to the conventional tracking methods and you need to make a call, the agent can call and send reminders and even send links to their cellphone to streamline the tracking process at every step to ensure that load tracking is smoother,” Bell said.
The CloneOps.ai voice agent’s personality and voice are also customizable to match the situation. “Sometimes, you need a serious tone, and sometimes a happy-go-lucky conversation better suits a customer-facing interaction,” Bell said. “Different calls require different levels of formality, and our agent can even adapt dynamically based on caller behavior.”
The CloneOps AI agent speaks 16 different languages, which can be a massive help to companies who deal with international drivers and contacts. “It can even detect if a caller starts using a different language or dialect mid-call, so if the caller is more comfortable or starts using an alternate language, the agent can adjust as needed.”
Looking ahead, Bell is excited about the future of the transportation industry and the role CloneOps.ai will play in advancing technology. “It’s vital for any company to understand where the industry is headed and where the innovations are occurring,” he said.
“We’re proud to be partnering with companies like Lean Solutions Group to be their voice agent and be involved as a key part of their workflow,” Bell said. “Technology is a big differentiator, and it’s what’s going to set apart freight companies in the near future.”
To check out the CloneOps virtual AI agent, visit CloneOps.ai to book a demo today.
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