Use Case - Supply Chain and Transportation
Initiating the Report
A truck driver, stopping for a legal break at a roadside parking area along a German autobahn, wakes up to find that his trailer has been broken into, and part of his load has been stolen. As a subcontractor for an extensive supply chain integrator, he has been provided with a WhatsApp number to contact in case of operational or security disruptions. Speaking in his native language, the driver sends a voice message reporting the incident. The AI chatbot automatically detects the language and seamlessly responds in the same language, ensuring effective communication.
Reporting the Incident Details
The conversational AI chatbot engages the driver by asking specific questions about the incident, such as the time and location of the theft, vehicle and driver identifications, the condition of the truck, and any actions the driver took after discovering the theft. Leveraging its integration with the supply chain’s track-and-trace system, the AI assistant identifies which consignments were on the truck. It organizes the collected data into a clear, structured summary, translating the information into the appropriate language for distribution to relevant stakeholders.
Assessing the Incident
The AI assistant analyzes the report, categorizing the incident as a high-severity theft from a trailer due to its customer impact and possible financial implications. The AI assistant advises the driver to contact the local police immediately to file an official report. The assistant flags the incident as requiring urgent attention and prepares to alert the necessary stakeholders.
Assigning the Incident
Using Standard Operating Procedures (SOPs), the AI assistant identifies the local operations team, security team, and three key account managers as critical stakeholders. Detailed messages are sent via WhatsApp, text, and email within seconds, tailored to each recipient’s native language. Local operations and security teams are tasked with receiving the load, quantifying the loss against the manifest, and reporting their findings. The key account managers receive details of the affected consignments and their respective customers to facilitate immediate communication.
Managing the Incident
The AI assistant instructs the driver to proceed to the nearest depot after completing the police report. The local operations and security teams, prepared in advance, begin video-documenting the unloading and quantifying of the stolen items against the manifest. The AI assistant updates key account managers on the impact of their customers’ consignments and facilitates the initiation of the claims process. Simultaneously, a group chat channel is created, allowing stakeholders to share updates in real time, with automatic translation ensuring seamless communication across countries. Intact consignments continue to their destinations with updated ETAs, while customers affected by missing or damaged items are informed and provided with follow-up actions.
Informing Decision-Makers
Regional Security and Operations Managers receive daily tailored emails summarizing high-priority incidents, including this theft. These reports provide a concise overview of customer-impacting events, enabling decision-makers to monitor the situation and determine necessary follow-up actions.
Quantifying Risks
The AI assistant logs the incident details in a structured format, contributing to the broader risk profile of the supply chain. The data is imported into a dashboard, enabling stakeholders to identify risk trends. In this instance, the dashboard reveals a pattern of thefts at insecure parking facilities in the region. Based on this analysis, recommendations are made to blacklist the affected parking facility and prioritize secure parking options for legal breaks to prevent future incidents.