Custom AI agent · Customer Support

AI Customer Support Agent for Freight Brokers

Keep shippers and carriers aligned from quote to delivery.

Answer load, tracking, appointment, and paperwork questions while routing rate, claim, safety, and service exceptions to your team.

  • Answer repeat questions about load status, pickup and delivery process, documents, appointment steps, and communication channels.
  • Collect shipper and carrier details for quote requests, load tenders, tracking updates, appointment changes, and paperwork follow-up.
  • Escalate rate negotiations, service failures, detention or accessorial issues, claims, safety concerns, and time-critical exceptions to a human.

Starting at $300 USD/month

Request a tailored proposal See how it works

From $300 USD/month. Each implementation is tailored to your freight brokerage; the final proposal defines scope, integrations, usage, hosting, and support.

  • Load coordination
  • Shipper & carrier support
  • Exception triage
Freight brokerage coordinator reviewing shipment documents with a truck and orange logistics route signals

What is an AI customer support agent for freight brokers?

Freight brokers coordinate shippers, carriers, pickup appointments, tracking requests, rate conversations, paperwork, and exceptions across every load. This agent answers routine questions from your approved operating information, collects the details needed to move a load forward, and gives your operations team a structured handoff when a person must negotiate, verify, or intervene.

What it can handle

Where it can help

How it works

A step-by-step workflow your team can review before launch.

Built around your business

What we configure

  • Your shipper and carrier onboarding requirements, load tender process, equipment rules, and service standards.
  • Your tracking milestones, appointment workflow, document requirements, proof-of-delivery process, and escalation rules.
  • Your quote, rate, accessorial, detention, billing, claims, and customer communication policies.
  • Your service hours, lanes, terminology, response tone, team ownership, and urgency thresholds.
  • Your TMS, CRM, email, ticketing, tracking, document, or carrier-portal integrations.

What we need from you

  • Approved brokerage, shipper, carrier, onboarding, tender, and communication procedures.
  • A reliable source for confirmed load status, appointment, tracking, and document information.
  • Named owners and escalation routes for operations, carrier relations, billing, claims, safety, and compliance.
  • Rate, accessorial, detention, cancellation, claims, and service-recovery guidance.
  • A website, inbox, portal, or support channel where shippers and carriers can reach your team.

Clear boundaries before launch

What it will not do

The agent does not negotiate or approve rates, promise capacity or delivery times, verify a carrier's safety or compliance status, make dispatch decisions, authorize accessorials, resolve claims, determine liability, provide legal or regulatory advice, handle emergencies, or replace a licensed broker, qualified operations professional, claims team, or safety/compliance reviewer.

How success is measured

We start with your approved brokerage playbooks, shipment communication rules, systems, and escalation matrix, then tailor the agent to your shipper and carrier journeys, load stages, terminology, and team ownership. Your team reviews the proposed scope before launch; integrations, usage, hosting, and ongoing support are scoped and priced before work begins.

Frequently asked questions

What can the freight broker support agent answer?

It can answer approved questions about onboarding, tenders, load stages, appointments, tracking, paperwork, proof of delivery, billing processes, and communication channels using your provided information.

Can it provide real-time load status?

It can share confirmed information from an approved connected source or your team. It does not invent a milestone or promise a status that has not been verified.

Can it collect new quote or load requests?

Yes. It can collect lane, origin, destination, dates, equipment, commodity, weight, contacts, and other fields you choose, then route the request to a broker or operations owner.

Can it negotiate rates with carriers or shippers?

No. It can gather the details needed for a quote and explain your approved process, but rate negotiation and approval remain with your authorized team.

Can it handle late loads, claims, or detention requests?

It can capture the load context, communicate approved next steps, and escalate the case. It does not determine liability, approve accessorials, or resolve a claim.

How is the agent customized for my brokerage?

We tailor its workflows, terminology, systems, escalation routes, shipper and carrier journeys, policies, and tone to your brokerage before launch.

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Build this agent around your brokerage.

We will review your shipper and carrier workflows, systems, and escalation rules, then provide a tailored proposal.

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