ID Verification Automation for Logistics
Streamline support calls and securely verify identities.
Speed up support and ensure security without extra headcount
Katie
Logistics ID Verification
The Problem
ACME Supply, a major grocery supplier, depends on a constant flow of truck deliveries to keep stores stocked and operations running smoothly. With hundreds of drivers on the road, the company’s support lines were constantly inundated with calls about the same issues verifying load drop-off locations, confirming dock assignments, and clarifying delivery instructions. These interactions typically followed a repetitive script: confirm the driver’s identity, truck number, and location before proceeding.
This high call volume put a strain on the support team. Staff members spent large portions of their workday managing these repetitive calls, leaving less time to address more urgent or complex logistics challenges. As ACME Supply expanded, the number of incoming calls kept rising, putting even more pressure on resources. Simply adding more headcount was not a scalable or cost-effective solution. Meanwhile, drivers faced longer wait times, and sometimes found themselves stuck on hold or needing to repeat information. This slowed down deliveries and impacted customer satisfaction, turning a straightforward verification process into an operational bottleneck.
The Solution
To streamline operations, ACME Financial first built their own intake Conversational Pathway, automating basic loan application steps. But as volume surged, they needed to scale faster.
That’s when they began working directly with Bland’s team, ACME evolved their conversational AI, Jen, into a fully managed solution running on dedicated infrastructure for fast, secure processing.
Now, every applicant is greeted by Jen and guided through a seamless intake process. She collects all the essentials, like last name, loan purpose, employment status, adapting to each caller and logging every answer securely.
If anything is unclear, Jen prompts for clarification and ensures nothing is missed. When a case gets complex, she hands the call off to a human expert, passing along every detail for a frictionless transition.
With Jen, ACME delivers consistent, secure, and round-the-clock service—no wait times, no hold music, just fast, reliable loan intake at any scale.
The Result
By automating routine confirmation and verification calls, ACME Supply’s support team is now able to focus their attention on higher-value logistics issues, exceptions, and real-time problem solving.
Drivers receive fast, accurate answers, and can move to their next stop with minimal delay, significantly improving delivery efficiency.
Every call with Katie is logged and tracked, allowing ACME Supply to monitor patterns, identify recurring challenges, and continuously refine their support process. The company can now scale its logistics operations with confidence, knowing the verification workflow will remain reliable without the need to add more staff for repetitive tasks.
The result is a streamlined, scalable system where routine confirmation is no longer a pain point. With Katie handling high-volume, repetitive calls, ACME Supply can keep pace with growth, maintain a high level of service for drivers, and allocate resources where they’re needed most, all while keeping costs in check.
LLMs aren’t people, they’re math. Butwhen designed right, they can speak to your customers like the best-trained agent you’ve ever hired. That’s where the magic becomes useful.Isaiah GranetFounder and CEO of Bland