Driver-customer coordination without phone tag

The challenge

Drivers and recipients played endless phone tag to nail down a delivery window. A driver would call, get voicemail, move on, and arrive to a locked building with no buzzer code, a failed delivery that costs a redelivery and a frustrated customer.

The coordination problem scaled badly: every driver, every stop, every day. Missed connections meant packages bounced back to the depot, eating margin and clogging routes.

Customers, for their part, had no easy way to say "leave it at the door" or "I've moved my plans, come at 4" without catching the driver live.

The solution

An AI delivery-coordination agent now handles the back-and-forth automatically, so drivers stop chasing recipients:

• Proactive window coordination, the Delivery Coordinator Agent reaches each recipient over WhatsApp and SMS to confirm the delivery window before the driver sets off, killing the phone tag.
• Captures the details that cause failures, buzzer codes, "leave at door" instructions and access notes are gathered in the conversation and attached to the stop, so drivers arrive informed.
• Handles last-minute changes, if a customer changes plans, the agent updates the window and notifies the driver via Webhooks, so a moved plan doesn't become a failed delivery.
• Works at fleet scale, the agent runs every stop in parallel, something no dispatcher could do by phone.
• Escalates true exceptions, genuine problems route to a human dispatcher through Hand-off Control with the full thread.

Failed deliveries dropped because windows were confirmed and access details captured up front, and drivers spent their time driving instead of dialling.

What was deployed