Customer service means answering shipper questions about their freight — where it is, what paperwork exists, what the reference number is. AI customer service handles the requests whose answer already sits in a system: Augie reads the inbound email, pulls real-time status from your TMS or visibility platform, and replies from your own inbox without a rep assembling the update.

Minutes rather than hours, because the lookup runs the moment the email arrives instead of when a rep reaches that message in the queue. Answering a load status question usually means opening the TMS, checking a visibility platform, and sometimes calling the carrier — Augie does those lookups automatically and replies from what it finds.

No — and that's deliberate. The reply comes from your inbox, in language your team approved, built from your own systems' data. You review real drafted responses during a validation period before anything sends automatically, so tone gets settled by your team looking at your own emails.

Augie won't answer from data it doesn't have. Missing or stale status escalates to your team with a categorized reason instead of producing a vague or guessed reply. It can also pull from a visibility platform where your TMS is thin. If your status data is chronically poor, that's worth fixing upstream — this workflow will otherwise get blamed for someone else's gap.

No — it absorbs the requests where the answer already sits in a system. Your team keeps the complaints, the exceptions, the calls that need a person, and the shipper relationships.

Yes, all three, and we expect you to run a full governance review on it. Access is scoped to what the workflow needs, you decide which inboxes and what Augie may send, replies go out from your own tenant, and every action is auditable in one place.