Automate shipment tracking, delay updates, customs queries, and claims handling with a step-by-step AI that connects directly to your carrier APIs. Built for logistics, freight, and 3PL operations via Zendesk.
Where is my shipment? is the #1 question in logistics support. RAUM connects to your carrier APIs through your connected tools, fetches live tracking data, and responds with real ETAs and status updates — instantly, without agent involvement.
Proactive delay communication reduces inbound tickets by up to 40%. When delays are detected via your tracking integration, RAUM can auto-notify customers and handle follow-up inquiries in the same flow.
Cross-border shipments generate complex questions about duties, documentation, and customs holds. RAUM reads your customs knowledge base and country-specific rules to give accurate, timely answers.
Damaged or lost shipments require investigation and claims initiation. RAUM checks carrier records, applies your claims policy, opens investigations automatically, and keeps the customer informed throughout.
Connect FedEx, UPS, DHL, or any custom carrier API through RAUM's built-in tool integrations. RAUM fetches real-time tracking, proof of delivery, and exception data without any custom code.
Handle shipments across carriers and geographies with one AI pipeline. RAUM understands country-specific customs rules, duty structures, and regional carrier networks.
Track resolution rates by carrier, exception type, and region. Knowledge gap detection surfaces recurring issues — like customs delays on specific lanes — that need documentation.
For eligible claims within your configured thresholds, RAUM initiates investigations, notifies carriers, and updates customers automatically — escalating only exceptions that need human judgment.
Identifies the request type — tracking, delay, customs, claim — and extracts shipment reference numbers from the ticket body and Zendesk fields.
Searches your claims policy, customs knowledge base, and carrier routing rules. Maps the right resolution path and tools to call.
Calls your carrier API through your connected tools to fetch live tracking data, proof of delivery, exception codes, or opens a claims investigation automatically.
Writes a clear, accurate response with real shipment data in your brand voice. Streamed into Zendesk for your team to send, or sent automatically when Auto-Resolve is enabled.
Tracking questions are the highest-volume thing a logistics support team answers, and almost all of them arrive from someone already looking at a tracking page. The chatbot reads current carrier and shipment data through the same approved read-only connection the ticket channel uses.
Claims, reships and compensation stay with a person. The chatbot gathers the identifiers and the carrier evidence, then hands off — so the case arrives complete instead of starting with three rounds of questions.
The same engine, the same procedures, one step earlier in the journey. See the Website Chatbot
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