The AI Support
Agent Built for
Logistics & Delivery

With a configured and validated Data Request against an API you control, Aura can present approved tracking fields such as status, last scan, and estimated delivery date. Without that setup, it explains your tracking process and directs customers to your existing tracking tool.

Aura explains your redelivery process, collection options, and how to reschedule from your documented policies. For cases requiring a system action — scheduling a new delivery slot, flagging a package as missing, escalating a long-delayed shipment — it collects the shipment details and routes to your operations team with a structured brief. The customer gets an immediate acknowledgment; your team gets a complete request rather than a vague complaint.

Unlimited concurrent conversations, no degradation. During peak shipping periods when inbound volume spikes, Aura absorbs the "where is my order?" and "when will it arrive?" questions that flood support teams, allowing your human agents to focus on exceptions — damaged shipments, lost packages, address errors — that genuinely require judgment. Your team capacity is preserved for the cases that need it most.

Yes — with separate agents for each audience. Your B2C agent handles end-customer delivery queries in a conversational, reassuring tone. Your B2B agent handles shipper queries — rate cards, pickup scheduling, account invoicing, claims processes — with a more operational tone and different escalation paths. Each audience gets an experience built for them.

Yes, for the informational layer. Aura answers questions about customs documentation requirements, prohibited items, import duty estimates, and clearance processes from your documented guidelines. For specific clearance decisions, duty assessments, or queries requiring access to a shipment's customs status, it escalates to your customs or compliance team. Aura states what's documented; judgment calls stay with your team.

Aura acknowledges the complaint immediately with the appropriate tone — no dismissiveness, no deflection. It collects the shipment reference, the nature of the damage or loss, and any supporting context, then routes the complaint to your claims team as a structured, prioritized ticket. The customer gets a fast acknowledgment and a clear timeline for the next step. Your claims team gets a complete report.

Yes. Upload your rate cards, zone maps, and service level documentation. Aura answers pricing and delivery time questions accurately by region, service type, and package size. For custom quotes — large volume, special dimensions, hazardous materials — it collects the shipment details and routes to your sales or account team for a manual quote.

Yes. In cross-border logistics across the Gulf, Levant, and North Africa, customers and shippers communicate in both Arabic and English depending on context and preference. Aura handles both natively in the same channel, with full RTL support for Arabic. For logistics companies operating across multiple MENA markets, this eliminates the need for separate support channels by language.

Aura explains your returns policy and collects the details needed for a pickup. Completing the booking requires a configured and validated Data Update against an API you control; otherwise Aura routes a structured request to your operations team.

Yes — with separate agents for each audience. Your customer-facing agent handles delivery queries and complaints. A driver or partner-facing agent handles operational queries — pickup instructions, route questions, proof of delivery disputes, payment queries. Each is configured with its own knowledge, tone, and escalation path to the appropriate internal team. The two audiences never overlap.