WISMO Deflection & Customer Experience Automation
What we deliver
The Problem (Before)
CS teams spend hours on WISMO queries. Each requires checking multiple systems. Customers frustrated by no proactive communication. Customer service teams field thousands of 'where is my shipment?' queries daily via email, phone, and chat. Each query requires checking multiple systems, consuming 5-15 minutes per inquiry. 80%+ of these are repeat status requests with no operational complexity.
Director, Customer Service
The Outcome (After)
Every customer gets proactive delivery updates. 'Where is my order?' calls eliminated.
Cassie agent monitors inbound customer inquiries, auto-resolves WISMO queries by pulling real-time tracking data from FourKites, and responds with SLA-backed shipment status updates via email or chat. Complex inquiries are escalated to human agents with pre-built context. The same status is available to customers directly through a branded customer tracking portal.
CS teams spend hours fielding WISMO calls that require checking multiple systems. Cassie eliminates the calls entirely by proactively communicating status changes before customers think to ask. Cassie is the only supply chain AI agent that combines real-time tracking data with natural language query understanding and automated response generation, operating as a fully autonomous CS team member.
Cassie
How it works
Cassie monitors delivery milestones across all outbound orders, sends proactive updates at each stage, and responds instantly to inbound WISMO queries with real-time status, ETA, and exception context. By automating the resolution of repetitive shipment status queries, FourKites frees customer service teams to focus on complex, high-value customer interactions while improving response times from hours to seconds.
- Predicted delivery windows from network transit patterns
- Carrier-specific delay probability
- Historical delivery accuracy for the lane
- Shipment status data, ETA predictions
This intelligence exists because the Graph aggregates behavior across 882 enterprise shippers, 10,164 carriers, and 3.6 million facilities over 11 years.
Cassie eliminates WISMO calls entirely by proactively communicating status changes before customers think to ask. It is the only supply chain AI agent that combines real-time tracking data with natural-language query understanding and automated response generation, operating as a fully autonomous customer service team member.
The intelligence layer is what creates the gap. The basic capability is buildable. Building it on top of 11 years of cross-company supply chain intelligence, with continuous learning from 2.5 million agent actions per month, is what cannot be replicated with software alone.
Order Twin, Shipment Twin
Cassie executes the workflow. Every action recorded with full decision trace.
Cross-company intelligence powering every decision
FourSight AI: "How many inquiries did Cassie handle this week?"
Custom Insights: Response time analytics
Customer Experience Transformation
- OTIF Revenue Protection
- Automated Retailer Penalty Dispute
- Branded Customer Shipment Tracking Portal
- Automated Return Freight Detection
- Delivery-First Multi-Modal Tracking
Validation
Deployment Evidence
Expected Impact Range
Related outcomes
OS&D claims processed in minutes with evidence-backed resolution recommendations.
Inbound-to-outbound cross-dock flow coordinated end-to-end. Zero manual handoffs.
One billion hours of operational work completed by AI agents over the next decade.
