Logistics · Harborline Logistics
Deflecting 6 in 10 support tickets with AI
Harborline's support team was drowning in repetitive shipment-status queries during peak season.
58%
Tickets deflected
<2s
Avg. response time
4.7/5
CSAT
-51%
Support cost / ticket
The problem
Support volume tripled during peak shipping season, average response time stretched past 40 minutes, and the team couldn't hire fast enough to keep up.
The strategy
We designed a GPT-powered support agent trained on Harborline's real documentation and live shipment API, with a clear, monitored handoff to human agents for anything outside its confidence threshold.
The execution
8-week build: knowledge-base ingestion, shipment-status API integration, guardrails and escalation logic, and a phased rollout starting with the highest-volume query types before expanding scope.
Growth over time
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