Logistics SaaS · Orion Freight Systems
Multi-Agent Operations Copilot for a Logistics SaaS
Designed and shipped a five-agent operations copilot that ingests carrier updates, dispatches exception handling, and drafts customer comms — cutting operations headcount need by 3 FTE.
Problem
Ops teams spent 6+ hours a day triaging exception emails from 40+ freight carriers, each with wildly different formats. Off-the-shelf AI wrappers hallucinated shipment IDs and no vendor would sign a BAA the ops team trusted.
Solution
We built a supervisor-agent architecture: a router classifies each incoming event, specialist agents handle rebooking, ETA updates, invoicing exceptions, and customer comms respectively, and a critic agent scores every response against a labeled eval set before it leaves the system. Full audit trail per action; human-in-the-loop escalation for anything the critic scores under 0.85.
Result
The copilot now resolves 71% of exception events without human touch, deflects 3 FTE of ops hiring for the next 12 months, and has kept eval accuracy above 94% across three model releases.