ID Verification Automation for Logistics
Streamline support calls and securely verify identities.
Speed up support and ensure security without extra headcount.
June
Logistics ID Verification
The Problem
ACME Logistics makes a hardware device for truckers, a dashboard companion that tracks performance, logs routes, and keeps operations running smoothly. Their product is durable, but like any piece of tech, especially one that gets bounced around on bumpy roads every day, it sometimes needs a reset.
Here’s the catch: drivers can’t reset it themselves. For security reasons, the reset has to be authorized by ACME.
At scale, this became a serious bottleneck.
Every day, ACME’s lines were overwhelmed by drivers needing one thing: a reset. But before the reset could be performed, the support team had to manually verify the caller’s identity and truck info. Work hours that could have been spent on more complicated problems were taken up by a single tedious task, and drivers were seriously inconvenienced by long wait times and even the occasional dropped call.
The Solution
That’s where Bland came in.
ACME partnered with Bland to automate this entire interaction using voice agents built to handle logistics.
Now, when a driver calls the reset line, they’re immediately greeted by June. She has a warm, friendly voice and gets straight to the point.
“Hello, this is June, a virtual assistant with ACME Logistics. How can I help you? ... Ah, sorry to hear that. And um, what’s your Driver ID?”
June collects the driver ID, confirms it, then moves on to the truck ID. If the caller neglects to provide either piece of information, she politely asks for it again . Once both are confirmed, she runs a quick check through ACME’s backend systems using a webhook. If everything matches up, she gives the green light for the reset, no human required.
The Result
June even handles the edge cases. If there’s a mismatch in the data or something seems off, she transfers the call to a real support rep who is already equipped with the verified info. The conversation can be picked up without having to start from scratch.
The result?
Drivers get resets faster, and ACME is able to offer 24/7 support without needing to staff around the clock.
Bland’s Conversational Pathways are built to handle uncertainty and real-world interruptions, so even when a driver’s in a noisy cab, the agent is able to keep the call on track. And because every interaction is logged and analyzed, ACME can spot recurring issues and fine-tune their systems.
In the end, what was once a constant drain on resources and a source of customer dissatisfaction became a smooth, automated workflow.
LLMs aren’t people, they’re math. Butwhen designed right, they can speak to your customers like the best-trained agent you’ve ever hired. That’s where the magic becomes useful.Isaiah GranetFounder and CEO of Bland
Bland captures every detail. Securely and empathetically.
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