Transport and delivery: AI enquiry assistant for courier services
An AI enquiry assistant for courier services that answers questions about delivery windows, collection times and services from approved information and passes anything uncertain to a person.
Which questions courier services keep getting.
Customer service at a courier service answers the same questions day after day: how late can I book something for today, do you deliver on Saturdays, what happens if I am not in? They come in by chat, email and phone, including outside office hours. Staff sometimes give different answers because collection times vary by region or have just changed. Mixed in are questions that genuinely need attention, such as a consignment that should have arrived today. Those get buried under the routine ones.
AI enquiry assistant for courier services
Example- 1
Choose the approved sources
DoneThe assistant may only draw on content you have signed off: service descriptions, collection times and cut-offs per region, conditions for when nobody is home and an explanation of proof of delivery.
- 2
Recognise what is being asked
In progressThe assistant works out whether a question is general, such as Saturday delivery, or about a specific consignment.
- 3
Answer or hand over
NextFor a handover, the assistant asks for a reference and contact details and passes the question with a summary to customer service.
From question to answer or colleague.
Choose the approved sources
The assistant may only draw on content you have signed off: service descriptions, collection times and cut-offs per region, conditions for when nobody is home and an explanation of proof of delivery. What is not in those sources, it does not know. When a cut-off changes, you update the source and the assistant gives the new answer from then on.
Recognise what is being asked
The assistant works out whether a question is general, such as Saturday delivery, or about a specific consignment. General questions get the approved answer. If it concerns a consignment, a complaint or anything outside the sources, it does not guess but prepares a handover.
Answer or hand over
For a handover, the assistant asks for a reference and contact details and passes the question with a summary to customer service. The visitor sees that a member of staff is taking over and when to expect a reply. Staff do not have to ask again what it is about.
On your own information, with a person behind it.
Questions currently arrive through a chat button on the website, a shared inbox and the phone. The assistant can sit in the website chat and deliver its handovers to a colleague in the inbox or ticket system customer service already uses. You manage the source content in the same admin screen as the website, so there is one version of the truth. Data about specific consignments stays in your own systems; by default the assistant has no access to it.
General questions or consignment status
An assistant that only answers general questions is simple and safe. If it may also show consignment status, it needs to know who is asking and must never reveal another sender's details. Start with general questions and add status only once identity checks are properly in place.
Answer after hours or wait
Evenings are exactly when questions about tomorrow's delivery come in. An assistant can answer general questions then and queue specific ones for the next morning. What matters is that the visitor knows a person will only look at it later, so they do not assume the issue is already resolved.
Fixed replies or free wording
Fixed replies are predictable but do not always match how someone phrases the question. Free wording based on approved sources reads more naturally, but means checking regularly what the assistant says. A conversation log makes that review possible without having to script every single answer in advance.
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Read the storyWhat the AI assistant may answer.
The assistant starts with approved answers about services, collection times and delivery windows and passes every other question to customer service. Beforehand we put an everyday question to it together, such as whether there are Saturday deliveries, and a difficult one: a visitor angrily reporting that their consignment never arrived. That shows straight away whether the handover works. A log for checking answers and status questions for logged-in shippers can be switched on later.
View pricingSupport and updatesGood to know.
Explore pricing and optionsCan the assistant schedule or change a trip itself?
No. The assistant answers questions and passes on requests, but makes no decisions about trips. A request for a different delivery day is handed over to customer service or planning, who decide and let the sender know what happens.
What if the assistant gives a wrong answer?
Every conversation is logged, so you can see which answer was given and which source it was based on. If the source is wrong, you correct it. If the question was not suitable for an automatic answer, you set it so that similar questions are handed over from now on.
How does the assistant know when to hand over?
It hands over when the answer is not in the approved sources, when the question concerns a specific consignment or complaint, or when the visitor asks for a person. When in doubt, it chooses a handover over an answer that might be wrong.
Can it give different collection times per region?
Yes. If your collection times differ by region or depot, they are set up as separate sources. The assistant first asks for the postcode or town and gives the answer for that region. If the visitor does not know, it explains the differences.
What often connects to this.
- Enquiry form for courier servicesAn enquiry form for courier services that asks for parcel dimensions, weight and collection and delivery windows, so the planner can judge whether a trip is feasible.
- Website for courier servicesA website for courier services that explains delivery services and service levels clearly enough for a shipper to know in advance which one suits the consignment.
- Quotation software for courier servicesQuotation software for courier services that puts mileage, expected waiting time and surcharges into one proposal, with the assumptions shown so a shipper knows what the price rests on.
Questions answered, also after hours.
Start with a short intake. Then we schedule a call to show the software with your services, team and way of working.
WhatsAppinfo@vorlyo.com AI enquiry assistant for courier services: questions on delivery windows and collection times answered from approved content, with handover when unsure.
- Choose the approved sources
- Recognise what is being asked
- Answer or hand over