Data & Innovation • Transportation & Logistics • AWS
Intelligent automation to optimize shipment delay handling
Advanced model that automatically responds to inquiries about delivery delays, improving communication and validating delays according to country-specific policies.
About the client
An international company specialized in logistics and distribution solutions for e-commerce, with a strong focus on emerging markets. It offers last-mile services, reverse logistics, and cross-border delivery management, connecting retailers, marketplaces, and postal operators worldwide.
With years of industry experience, the company stands out for its network of strategic alliances and its ability to adapt to the specific needs of each market. Its focus is on delivering efficiency, traceability, and an enhanced user experience for customers around the globe.
Needs
The company sought to automate the management of inquiries, complaints, and claims—especially those related to alleged delivery delays—in order to reduce the operational workload.
Most of these inquiries did not correspond to real delays but still required human intervention to resolve, resulting in unnecessary resource consumption.
Solution
Nubiral implemented a Proof of Concept based on a Large Language Model (LLM), deployed in the client’s AWS account.
The solution interprets inquiries and generates automated responses according to delivery time policies entered manually.
A web interface was developed where users can submit their query and receive an immediate response indicating whether a delay exists based on the corresponding country’s policy.
Results
The automation of responses significantly reduced the operational workload of the customer service team, effectively filtering inquiries that did not require intervention.
In addition, the model’s ability to generate precise responses aligned with the client’s defined policies was validated, improving the overall efficiency of the process.
