AI mobile for logistics: never miss what drivers and customers say

Every day, thousands of delivery drivers call customers to confirm addresses, resolve queries, or reschedule deliveries.

These calls are packed with valuable insights for logistics companies, but unless the driver reports them, the details are lost — along with the opportunity to optimise routes, anticipate issues, and gain real visibility into what’s happening beyond the office walls.

Luckily, artificial intelligence is now integrated into mobile telephony, enabling every call to be transcribed, analysed, and stored directly in your ERP system.

If this idea excites you as much as it does us, keep reading — the good news is just getting started.

MOBILE TELEPHONY WITH AI TO UNCOVER WHAT’S REALLY HAPPENING ON THE LAST MILE

It’s now possible to embed artificial intelligence directly into delivery staff’s mobile devices via a SIM card.

As there’s no need for external apps, any smartphone can be used — with zero setup and no need for manual activation.

Whenever a driver makes or receives a call, AI kicks in automatically. It identifies whether it’s a work-related call and, if so, analyses the conversation before sending a record to your ERP: complete with a title, summary and, if enabled, the recording.

The result? Better operational visibility, without adding to your team’s workload.

SMART MOBILE BENEFITS FOR TRANSPORT AND LOGISTICS COMPANIES

1. IDENTIFY THE MOST COMMON DELIVERY ISSUES

With automatic call summaries, companies can spot patterns: failed deliveries due to wrong addresses, tricky time slots, customer no-shows, and more.

This insight makes it easier to make data-driven decisions.

2. KNOW WHAT GETS SOLVED OVER THE PHONE – AND WHAT DOESN’T

Call analysis helps identify which issues are usually resolved in a conversation (like leaving a parcel at a drop-off point) and which ones need follow-up.

This helps create better processes and shorter resolution times.

3. STAY ON TOP OF THE COMMITMENTS DRIVERS MAKE

If a new delivery time or location is agreed during a call — or the customer asks to leave the parcel with a neighbour — that information is automatically logged, with no need for the driver to report it.

That means office and operations teams can track changes in real time without disrupting the route.

4. OPTIMISE ROUTES, PROCESSES AND DRIVER-OFFICE COMMUNICATION

With all data centralised and summarised in the ERP, it’s easier to identify friction points, fine-tune operations, and make improvements without relying on memory or availability.

5. PROVIDE CONTEXT AND TRACEABILITY FOR CUSTOMER CLAIMS

If enabled, call recordings or automatic summaries can clarify misunderstandings, support complaint handling, or even serve as legal evidence — all while remaining fully GDPR compliant by informing customers that the call is being recorded.

6. REDUCE ADMINISTRATIVE BURDEN FOR DRIVERS

With AI automatically logging all work-related mobile calls, drivers can focus on completing their routes without needing to escalate minor issues.

PROTECTING DRIVER PRIVACY

The AI behind Smart Mobile includes double protection to ensure personal calls aren’t analysed or recorded. In logistics, some drivers use their personal phones, while others may still receive urgent personal calls on their work device.

Whichever the case, we’ve developed a system to ensure these calls aren’t recorded, transcribed, or stored in the ERP.

The solution uses context detection at the start of each call. If it detects that the conversation is personal, the process stops immediately.

Additionally, each driver can provide a list of excluded numbers for extra peace of mind.

WANT TO KNOW MORE ABOUT SMART MOBILE FOR YOUR TRANSPORT OR LOGISTICS CENTRE?

Our team of experts is always here to listen and support you. Call us on 900 670 750, message us on WhatsApp, or fill in this form: