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Synthetic Agents, Load Boards & Auto Scheduling using Voice AI


Freight, trucking and Logistics companies can now use Voice AI technology to gain competitive business advantages by automating repetitive and costly tasks traditionally the domain of humans...


Artificial Intelligence is not Just for Tech Companies

In simple terms, AI can be defined as a technology that enables machines to do things in a similar way to humans. Machines, with AI capabilities, can emulate human methods, automate manual tasks, and learn from experience. Repetitive and time-consuming tasks are the perfect domain for AI and machine learning. Businesses in the transportation sector are making significant investments to improve revenue generation and stay ahead of their competitors.


Voice Artificial Intelligence (Voice AI) is a key new area of AI technology that is having a profound impact on all aspects of businesses. To date only simple conversations have been possible but advances in Voice AI, and a proprietary Natural Language Understanding engine, now commercially available from Rayon AI, enables complex conversation to be undertaken by synthetic agents. This opens up a new range of opportunities for business and the transportation industry is no exception.


Companies in the transportation, logistics and freight sector are using Voice AI to gain competitive advantage over slower moving, tech-shy counterparts. Indeed, tech-focused venture capital firms are intimately involved. Their support of firms such as Uber ($24.7b raised), Cargomatic ($55.8m raised), Trucker Path ($51.5m raised before acquisition), Transfix ($128m raised) and Convoy ($665m VC raised) just to name a few, has found traditional companies in the transportation sector decidedly flat footed.


Given the wake up call though, transportation industry businesses are now adopting Voice AI to revolutionize many aspects of operations in sectors, including airlines, trucking, railroads, shipping, and logistics firms, as well as those that provide transportation infrastructure. Those adopting new technology are reaping the rewards and are paving the way for the adoption of even newer and more impactful Artificial Intelligence and Deep Learning developments.


While Artificial Intelligence is being used in integrated operations and business management systems, traffic management, self-driving vehicles and advanced GPS are the headlines of the day right now, Voice AI is being used to good effect and having a profound impact too but is less headlined. The use of Voice AI is likely to give early adopters an unfair advantage, as well as reducing operating costs. Following are a few examples of how Conversational Voice AI is being deployed in the trucking industry.


Freight Brokers

Traditionally freight brokers are contracted by shippers to act as a liaison between the shipper and a carrier in order to facilitate the movement of freight from origin to destination. This engagement involves a network of relationships.


The means of communications in the network includes calls, faxes, use of websites, email and integrated systems. Streamlining this process and implementing artificial intelligence can improve efficiency, increase the buy-sell spread between the shipper’s billing rate and carrier’s invoice rate and make it easier for all involved parties. This situation is changing and changing fast! The human element is in the process of being replaced in many situations by synthetic Voice AI agents. Following are two examples of how synthetic Voice AI agents can be used to replace and/or augment human agents to reduce costs and improve both efficiency and user experience.


Auto Scheduling

Currently, human freight broker agents must communicate with shippers, carriers and those receiving shipments to coordinate pick up and delivery. If your business relies on humans to coordinate pick-up and delivery schedules with forwarders and receivers then you’re missing a trick and could be making big savings. Here is a quick side by side comparison between a human and a synthetic agent:



Figure 1. Human vs. Synthetic Agents. Source: Cisco Contact Center Global Survey 2020


Having a Voice AI service to automatically schedule pickups, deliveries and other important aspects of running a freight business is becoming essential and the cost savings are considerable. Humans undertaking this task are prone to error. They are slower and considerably more expensive than synthetic agents. Having a synthetic agent that can operate 24/7 with the highest rate of accuracy, as well as being able to efficiently update all necessary systems and people is a huge asset to any business.


Load Boards

Load boards are online marketplaces where truck drivers post availability of their empty trucks, and shippers or freight brokers list loads that need to be shipped. They can be taken to a new level with the use of AI and specifically Voice AI. Brokers, shippers, and carriers can all make use of virtual agents to automate functions currently carried out by humans.


A specific example concerns truck drivers using virtual assistants to make their life easier, improve efficiency and increase their earnings. With ever more demanding schedules and competition to secure loads, drivers need ways to be alerted to new jobs as they become available. However, while on the road drivers can’t pay attention to opportunities that arise minute by minute.


Voice AI virtual assistants can be used on a driver’s behalf to immediately identify loads of interest. These would be with regard to the driver’s current situation and in line with other predetermined criteria set by the driver. The virtual assistant can make sure jobs are in convenient locations, at convenient times for pick up, and would then negotiate rates for jobs. The AI agent can let a driver know about these possible loads so all the driver has to do is to ask their assistant to secure the job or reject the suggested job.



This evolved information flow look something like this:



Figure 2. Synthetic Agents working on behalf of drivers to secure Load Board jobs


Conclusion

Companies in the transportation, logistics and freight sector are using Artificial Intelligence to gain competitive advantage over slower moving, tech-shy counterparts. Voice Artificial Intelligence (Voice AI) is a key new area of AI technology that is having a profound impact on all aspects of businesses. Not only does the deployment of voice AI in the form of synthetic agents, in the freight and trucking sector of the transportation industry, improve efficiency and user experience, it also reduces costs.



Rayon AI

Rayon AI’s proprietary voice-first conversational AI tech enables contact centers to decrease the ratio of human agents to calls. This leads to shorter call times, lower payroll costs, improved customer satisfaction and increased productivity of human agents.

Rayon’s capabilities are based on its context-encoded, NLU engine, which makes formal semantic comprehension possible. An expressive new modeling technology allows for intricate and nuanced human-like conversation design which enables complex automated contact center AI conversation. Rayon’s service tightly couples the Rayon NLU engine with an ASR subsystem fully optimized to deliver sub-second system responses, which feel natural and human-like.


When callers contact a Rayon enhanced contact center they are instantly greeted personally by a synthetic agent who is aware of call history and actions taken, as well things like order status and previous or ongoing support issues. Callers are able to ask a range of FAQs which the synthetic agents are able to answer using omni channel communication.


For more information contact Rayon AI at:


Tel: +1 (650) 272-3809

Email: oj@rayon.ai

Web: www.rayon.ai



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