Cassie: Your customers know before they ask.
Customer inquiries resolved in seconds with real-time tracking data. Proactive delay notifications sent before the customer calls. OTIF protection through early intervention on at-risk deliveries. The customer service team shifts from reactive firefighting to strategic relationship management.
Why Cassie exists
Customer service teams in supply chain spend the majority of their time answering the same question: 'Where is my shipment?' Each inquiry requires logging into the TMS, finding the shipment, checking the status, composing a response, and sending it. Average response time: 90+ minutes. Meanwhile, the customer is frustrated, the service team is buried, and nobody is doing proactive work to prevent the next disruption from affecting the customer relationship.
What Cassie delivers
Customer inquiries resolved in seconds with real-time tracking data. Proactive delay notifications sent before the customer calls. OTIF protection through early intervention on at-risk deliveries. The customer service team shifts from reactive firefighting to strategic relationship management.
Customer submits inquiry through email, portal, or integrated messaging system.
Cassie identifies the relevant shipments from the Order Twin and Shipment Twin using natural language understanding.
Cassie composes a response with real-time status, current ETA, and any active exceptions, grounded in live Graph data.
Response is delivered through the same channel the customer used.
For proactive mode: Cassie monitors all customer-facing shipments for ETA deviations. When a delivery is at risk of missing its commitment, Cassie sends a proactive notification with the revised timeline and mitigation actions already underway.
WISMO (Where Is My Shipment/Order) queries are deflected entirely from the human service team.
Complex inquiries that require judgment or negotiation are escalated to human agents with full context pre-loaded.
Every customer gets proactive delivery updates, and repetitive 'where is my order?' calls disappear. Cassie monitors inbound inquiries, auto-resolves WISMO queries by pulling real-time tracking data, and replies with SLA-backed status updates by email or chat, escalating complex cases to a human agent with full context already attached.
Lower OTIF penalties and protect revenue by catching at-risk shipments early instead of disputing chargebacks after the fact.
Cassie and the FourKites notification engine deliver the right alert to the right stakeholder at the right time via their preferred channel — SMS, email, webhook, in-app push, or voice — with context-aware content tailored to persona and shipment state.
Shipment status shared externally via one-click link. No login required.
Cassie's customer query processing produces real-time WISMO pattern intelligence: which order types, lanes, customer segments, and SKUs drive query volume, and which root causes (delays, gaps, miscommunication) are at fault. Drives proactive notification, Customer Experience investment, and product improvements.
Proven at Enterprise Scale.
Cassie is one of six agents in the FourKites Digital Workforce. Together, they deliver {{outcomes-count-total}} outcomes across five supply chain domains.
