It’s 10 PM on a Saturday. Luis, a freight brokerage account manager who never clocks out, opens Microsoft Teams with a question for Augie, his AI teammate: “Is this customer a churn risk?”

Luis is responsible for keeping service tight, customers happy, and fires from spreading. He wasn't asking for a dashboard. He was asking for judgment.

But Augie couldn't answer. Not yet.

At Augment, we analyze every question that Augie can't handle. We couldn’t let this one go. 

So we sat down with Luis. He walked us through his mental model for customer churn – the real one, not the spreadsheet version: Lane volume trends. Tender acceptance patterns. Spot vs contract mix. Rate competitiveness on key lanes. On-time performance. Accessorials. Detention.

Then, the harder stuff: customer sentiment in emails, tone on calls, what's not being said in text messages.

Pulling all that together? Hours of work.

And this wasn't unique. Logistics operators face dozens of high stakes questions like this every day. They’re forced to do it with imperfect information while the clock is ticking. The context they desperately need is both everywhere and nowhere:

• Buried in the TMS

• Scattered across portals

• Lost in email threads

• Hidden in Slack archives

• Locked in the heads of experienced operators 

So every decision starts the same way: “Who knows the answer to this?” 

The result: New hires take months to ramp. Senior operators become bottlenecks. Decisions swing wildly from shift to shift. Service quality becomes a dice roll. Customers feel it. Churn creeps in. And when a key operator changes roles or leaves? The company doesn’t just lose an employee. It loses a library of knowledge.

The Realization

We wanted Augie to answer Luis’s question the way a great ops leader would.

Pull the real signals: volume, tenders, mix, rates. Surface the risk. Flag what matters. Arm him with the right knowledge to execute. That moment made something obvious to us:

Operators don’t need another search bar. They need the right context, right now, right where they work. They need a system that bottles the judgment of your best operators – and puts it in everyone’s hands.

So we built it.

Introducing Knowledge Hub: A Shared Brain for Your Logistics Teams

Knowledge Hub is a set of logistics-native knowledge capabilities designed to capture how teams run their operations – and deliver that context directly to operators where they work and make decisions. It’s the same logistics-specific knowledge layer that powers Augie – our AI teammate managing $50B+ in freight under management. Augie does the work. Knowledge Hub makes that work consistent.

In one governed layer, Knowledge Hub unifies:

• Live operational data

• Historical data

• Policies and SOPs

• Past decisions and exceptions

• Knowledge in emails, text messages and calls

• Institutional memory

Then Knowledge Hub surfaces answers inside your TMS, portals, email, and chat – at the exact moment you need them.

This is not a document dump. This is not “chat with your files.” Knowledge Hub is purpose built for logistics; that stitches together context across data, documents and conversations. 

In tech, everyone talks about 10x engineers. Freight has them too: 10x operators.
They keep the system running—making fast calls under pressure, with imperfect information, in a 24/7 physical world. The problem is those operators don’t scale. Their context is trapped in their heads and their inbox.

With Knowledge Hub, every operator is a 10x operator. They onboard faster. They’re interrupted less. They execute consistently from team to team, and shift to shift. Ultimately, they can predict and prevent customer churn before it happens.

The Questions Operators Actually Ask

Now, a carrier sales rep can ask, “Why did we use this carrier on the last Dallas–Chicago load?”
Augie provides areasoned answer grounded in lane history, customer requirements, and prior exceptions.

Now, an account manager can ask, “What does this customer require for detention or check-ins at this facility?”
Augie gives a clear, policy-backed response—without chasing emails or calling support.

Now, when a customer asks, “Which of my shipments are at risk today, and what’s being done about it?”
Augie delivers a real-time, context-aware answer based on live operations and historical patterns.

Back to the Question That Started It All

So let’s go back to Luis, who asked: “Is this customer a churn risk?”

Today, that question doesn’t trigger a scramble. It doesn’t require three systems and two senior people, and a pile of screenshots.

Instead, Knowledge Hub answers like your best operator would by pulling together the signals that actually matter: lane volumes, tender acceptance, contract vs. spot mix, rate competitiveness, service performance, and even the tone and sentiment in the communication thread.

Then it goes further:

• When volume is drifting on two lanes? → Augie schedules an EBR and targeted rate refresh. When tender rejections are climbing? → Augie offers specific carrier coverage fixes and  escalation paths that worked before. When there’s a service exceptios at one facility? → Augie tightens the check call SOPs and sends a proactive customer message

Finally, Luis can stop chasing context and start leading the account.