AI Agent Management Platform
How a mid-size logistics company deployed 15 autonomous AI agents to handle customer inquiry triage, shipment tracking, and exception management - without adding headcount.
Multi-agent orchestration in production
The situation
A mid-size logistics company handling 10,000+ shipments monthly was drowning in customer inquiries. Their 8-person support team spent 70% of time on repetitive tasks: tracking shipments, answering status questions, and routing exceptions.
Average response time was 4.5 hours. Customer satisfaction was sliding. The team was burned out. Hiring more agents would cost $300,000+/year - and wouldn't solve the fundamental problem: 80% of inquiries were predictable, repeatable, and answerable by a system.
They evaluated Botpress and other DIY platforms but lacked the engineering resources to configure, integrate, and maintain agents themselves. They needed done-for-you deployment - not another tool to learn.
What we built
Multi-agent orchestration layer
15 Hermes agents working in parallel, triage, tracking, exceptions, billing, and escalations. Each agent specialized in one domain with defined handoff protocols.
Real-time operations dashboard
Single pane of glass showing active conversations, resolution rates, agent status, and SLA compliance. Managers can intervene in any conversation with one click.
API integration layer
Connected to their shipment tracking system, CRM (Salesforce), billing platform, and Slack. Agents read and write to all systems autonomously.
Intelligent escalation engine
When an agent cannot resolve an issue, it packages full context, conversation history, customer profile, relevant shipment data - and routes to the right human specialist.
Continuous learning pipeline
Every human override feeds back into agent training. Resolution patterns improve weekly. The auto-resolution rate climbed from 62% at launch and continues rising.
24/7 monitoring and alerting
Proactive agent health monitoring with automated recovery. If an agent encounters an edge case, it pauses, logs the incident, and alerts the engineering team.
Measurable results
Technology stack
"We went from a team that was constantly behind to a team that's finally ahead of the work. The AI agents handle the routine stuff so our people can focus on complex cases and building relationships. It's not just a technology upgrade, it's fundamentally changed how we operate."
Operations Director
Mid-Size Logistics Company