Voice AI for Logistics and Supply Chain

The communication challenge in Indian logistics

Indian logistics operates across every language, every geography, and every level of digital literacy. A 3PL company handling deliveries across 28 states deals with customers who speak 12 or more languages, drivers who may only speak their regional language, and warehouse staff who communicate in a mix of Hindi and local dialects.

The call volume is enormous. Shipment tracking, delivery rescheduling, damage complaints, return pickups, proof of delivery disputes, and billing queries generate hundreds of thousands of inbound calls monthly for mid sized logistics companies. BPO costs for this volume are crushing, and quality is inconsistent because training agents on logistics terminology across multiple languages is extremely difficult.

What ARCA does for logistics

Shipment tracking and delivery updates: ARCA handles inbound calls from customers and recipients asking about shipment status, estimated delivery time, and delivery confirmation. The agent pulls real time tracking data, communicates in the caller's preferred language, and handles follow up questions about delays or rescheduling.

Delivery rescheduling: When a recipient is unavailable, ARCA handles rescheduling calls automatically. It negotiates alternate delivery windows, confirms with the recipient, and updates the logistics system. This reduces failed delivery attempts and the associated cost.

Customer complaints and escalation: ARCA handles initial complaint intake for damaged goods, missing items, and delivery issues. It logs the complaint, provides a reference number, sets expectations for resolution timeline, and escalates to the right team with full context.

Driver coordination: For fleets with non English speaking drivers, ARCA handles outbound communication about route changes, pickup confirmations, and delivery instructions in the driver's regional language.

Use cases across logistics segments

Third party logistics (3PL): Companies handling warehousing and fulfilment for multiple brands use ARCA to provide unified customer support across all their client brands, in all required languages, with brand specific scripts and escalation rules.

Last mile delivery: Delivery companies dealing with high volumes of WISMO calls, failed delivery reattempts, and recipient communication use ARCA to automate the 60 to 70% of calls that are predictable status inquiries.

Freight and B2B logistics: Companies handling B2B shipments use ARCA for shipment booking confirmations, documentation reminders, customs status updates, and billing inquiry handling.

Cold chain and specialty logistics: Pharmaceutical and perishable goods logistics companies use ARCA for temperature excursion notifications, delivery window confirmations, and compliance documentation reminders.

The multilingual driver problem

Indian logistics has a specific language challenge that most other verticals do not: driver communication. Drivers in Tamil Nadu speak Tamil. Drivers in Karnataka speak Kannada. Drivers in Maharashtra speak Marathi. Operations teams are often Hindi and English speaking.

ARCA bridges this gap by communicating with drivers in their preferred language for route updates, pickup confirmations, and delivery instructions. This reduces miscommunication, failed pickups, and operational delays.

Getting started

The best starting workflow for logistics is inbound shipment tracking calls. High volume, predictable, and immediately measurable. At Tenori Labs, we run 2 week logistics pilots measuring call deflection rate, average handle time, and customer satisfaction.