Appointment Scheduling Agent
At a glance
- Live at: MOVIN (primary), Adani Ports (dock slot scheduling)
- Channels: voice (primary), WhatsApp
- Languages: EN, AR
- Owner: CX pod (MOVIN), Ports pod (Adani)
- Key use case: Automated booking, confirmation, and rescheduling of delivery appointments and dock slots
The problem it solves
Appointment scheduling in logistics is a high-volume, repetitive process. Customers need to book delivery windows, confirm time slots, or reschedule when plans change. At ports, truckers need dock slot assignments. Each interaction follows a predictable pattern but requires real-time availability checks and confirmation — a perfect fit for a voice agent.
At MOVIN, appointment queries are a significant portion of inbound CX volume alongside WISMO. Automating them frees human agents for complex issues.
How it works
Step by step
- Inbound — Customer calls or messages requesting an appointment.
- Authenticate — Verifies identity using order number, phone, or AWB.
- Fetch context — Pulls order details and current scheduling status from the TMS.
- Check availability — Queries the scheduling system for available time slots.
- Present options — Offers the customer 2-3 available slots in natural language.
- Book — Confirms the selected slot and updates the scheduling system.
- Confirm — Sends a confirmation message (SMS or WhatsApp) with appointment details.
- Reschedule — If the customer needs to change, repeats the availability check and rebooking flow.
Port-specific variant (Adani)
At Adani Ports, the appointment agent handles dock slot scheduling for container trucks:
- Assigns dock slots based on vessel schedule, container type, and CFS capacity
- Manages gate-in/gate-out time windows
- Handles rescheduling when vessel ETAs change
- Coordinates with the Customs agent for clearance dependencies
Tech stack
| Layer | What’s used |
|---|---|
| Models | Gemini 2.5 Flash (voice — needs fast response time) |
| Memory | Short-term: conversation context. Long-term: customer scheduling preferences. |
| Tools (MCP) | TMS order lookup, scheduling system API, SMS/WhatsApp notification. |
| Guardrails | Cannot modify orders beyond scheduling; read-only for pricing/billing; PII masking. |
| Evals | Happy path (book), reschedule, no-availability, wrong customer, language switch. |
Sources
- MOVIN AI Agents Demo
- MOVIN Appointment Booking Script
- Shipsy for Adani Ports
- See MOVIN case study for the full deployment context
Changelog
- 26 May 2026: Full content from MOVIN and Adani deployment details.