Detect and classify carrier exceptions, draft the delay notice with the consent basis the rule actually requires, and leave the reroute, the claim and the send to the people who own them.
Ingest tracking events, tender records, freight invoices and lane schedules from supported carrier.
02
Normalise carrier milestone codes into one event vocabulary, and keep the raw code beside each one.
Reason
03
Detect and classify exceptions against the thresholds configured for that lane and that service.
04
Read the order's notice history, and treat a renewed delay differently from the first one.
05
Draft the delay notice and the claim packet, each bound to the shipment record behind it.
Decide
06
Mark shipments whose claim deadline, hazmat status or temperature setpoint puts the decision beyond the agent.
07
Route every notice to the transport manager and every claim position to the claims manager.
Out
08
Retain the milestone data, the notice sent, its consent basis and the person who released it.
09
Execute write actions only inside the approval boundaries agreed during implementation.
→Product statement
The agent works the exception; the transport manager authorises the reroute, the claims manager takes the claim position, and the retailer answers for the notice.
Example workflow
One shipment, tender to resolution
AgentHuman
1Milestone event receivedCarrier tracking event, tender record, freight invoice or a lane-schedule change
2Milestones assembledOrder and notice history, service commitment, tariff deadlines and the commodity's handling profile
3Exception classifiedException type, drafted notice, claim exposure and confidence
4Thresholds appliedNotice-sequence checks, hazmat and setpoint checks, deadline checks and the confidence threshold
No human action required
Stages one to four run unaided, and nothing reaches a buyer at any of them — the agent is drafting, and the manager's lane opens at the confidence gate.
5DecisionSplits at the notice gate
On the expected path
Goes to the transport manager to release.
Off the expected path
Adds a claims-manager read first.
Manager release
The notice is held with its milestone data, its consent basis and the confidence.
Release · Amend · Send to claims review
Released — notice sent▼
6Carrier and order systems updatedOnly where write access and approval policy allow it
7Exception evaluatedNotice timing, consent basis, claim outcomes and refunds owed after the fact
Reversals
Every manager amendment is counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Authorising a reroute, re-consignment or mode change.
Any hazmat routing, repacking or re-labelling decision.
Filing, conceding, denying or settling a freight claim.
Changing classification, valuation or country of origin.
Automation boundaryAgent acts unaided
✓Poll carrier tracking and normalise milestone events across lanes.
✓Detect and classify exceptions against configured.
✓Draft delay notices and claim packets for human.
✓Reconcile freight invoices and flag every accessorial variance.
Any write happens inside the boundaries agreed at implementation, never ahead of the manager's release.
Dispositioning a temperature-excursed food shipment.
Approving or waiving a demurrage or detention charge.
Approving the delay-notice template and its consent logic.
Directing a gig delivery driver's method or sequence.
Example output
One delay notice, annotated
Everything the agent drafts is attached to the shipment it was drawn from.
Exception output · single shipmentIllustrative example
Shipment
Drafted notice
Notice state
Source of record
Confidence
Where it went
Cross-border parcel
Revised delivery date, with the cancel-and-refund option stated in the same message
Renewed notice
Carrier milestone and order record
81%
Transport manager
As receivedTaken from the carrier's milestone feed and the order's own notice history.
Why this noticeIt is the second notice, so silence is not consent and a person still decides.
ActionReleaseAmendSend to claims review
What the score decidesBelow the configured threshold the notice picks up a claims read before the manager sees it.
Value
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value landsValue 01 – 04
Every shipmentFrom the carrier feed
03Exception handling
Classify the exception
Draw on the milestone feed, the order's notice history and the service commitment configured for that lane.
01Approved path
Catch the exception early
Routine tracking, exception classification and invoice reconciliation arrive already done.
02Human review
Send review to the notices that bind
Shipment means goods physically in the carrier's possession, not a label bought or an order picked — so the notices resting on that distinction are marked and the manager reads those first.
04Build an evidence trail
The milestone data, the notice sent and its consent basis stay with the shipment.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Cross-border parcels on a renewed notice are their own answer: mishandled exceptions run several times the all-shipment baseline there Nestack reports it by slice rather than in aggregate..
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Cross-border, renewed notice
9.1%
3.5×
Review
Hazmat and cold chain, disrupted
7.3%
2.8×
Review
Intermodal, claim deadline running
3.9%
1.5×
Watch
Domestic parcel, first notice
1.3%
0.5×
Normal
Bar: mishandled-exception lift vs. the all-shipment baseline · scale 0–4.0× · tick marks the 2.0× review threshold2 of 4 slices over threshold
Evidence-linked improvement
The regression suite is what closes a cycle
A cycle is finished when the failure sits in the suite as a case the next release must pass.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Mishandled exceptions rise on one lane.
02Diagnose
The manager reads the notices and the milestones behind them until one cause is left.
03Improve
The correction carries its version and the exceptions behind it.
04Verify
The affected cases are re-run before anything ships.
05Learn
It lands in the permanent suite and in the exception playbook.
Learn → DetectThe return edge. The next detection runs against a suite this cycle lengthened.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, exception workflow, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Lane and exception-type discovery and boundary definition.
02Carrier, visibility and TMS source assessment.
03Notice-sequence, deadline and handling-rule mapping.
04Milestone ingestion and event normalisation.
05Exception classification and notice.
06Confidence scoring and release routing.
07Transport-manager release.
08Carrier, TMS and order-system integration.
09Notice regression cases.
10Guardrails and notice controls.
11Notice-trail instrumentation.
12Deployment, documentation and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne lane, one carrierProductionProduction carrier estateAdvancedMultiple modes / regions
Introduced at Pilot
Exception handling on your lanes✓✓✓
Manager release✓✓✓
Notice-timing baseline✓✓✓
Introduced at Production
Reporting by lane—✓✓
Release workflow in your systems—✓✓
Approved write-back—✓✓
Visibility-platform integration—✓✓
Introduced at Advanced
Multi-jurisdiction notice rules——✓
Multi-stage transport approvals——✓
High shipment volume——✓
Enterprise carrier controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on integrations, workflow complexity, transaction volume, approval controls and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01Your lanes, carriers and service commitments→Milestone ingestion and event normalisationWeek 1
02Representative exceptions already worked→Exception-classification baseline and notice draftingWeek 2
03Your notice templates and consent logic→Notice-sequence and handling-rule mapping, and automation-boundary definitionWeek 1
04Access to relevant APIs, feeds or exports→Carrier, visibility and TMS assessment, then integration setupWeek 2
05Exceptions you found out about late→Notice-timing cases and the evaluation suiteWeek 4
06What must reach a person before a notice goes out→Exception thresholds, notice routing and controlsWeek 3
07A named transport manager to authorise reroutes→Transport-manager release workflow, then pilot and production validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Phases sit where the work is, which is why week 5 holds evaluation and pilot at the same time.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Lane and exception discovery, notice mapping and the automation boundaryW2Carrier feeds connected, then a baselineW3Exception workflow, confidence logic and release controlsW4Notice-timing cases and carrier guardrailsW5Carrier and TMS integration, pilot lanes and targeted correctionsW6A week of live exceptions under the transport manager, then handover
Reading the bandWeek 5 shows two bars because two phases actually run in it.
At the end of W6Everything verified on live lanes, with Agent Care carrying it forward.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Retail AI agent
Build an exception agent around the manager who releases the notice.
Show us your lanes, your carriers and who signs a claim position. If your notice logic treats a renewed delay the way it treats the first one, the orders it leaves live have already been deemed cancelled unless the buyer affirmatively agreed — and a credit, a voucher or a gift card is not the refund that owes. We map the exception workflow, set the automation boundary, and name what stays with the transport manager, the claims manager, the hazmat employee and your broker.
