WISMO Agent
At a glance
- Live at: MOVIN (primary deployment)
- Channels: voice, email
- Languages: EN, HI
- Owner: CX pod
- Key stat: WISMO queries are ~50% of all CX cases at MOVIN — the single highest-volume automation target.
The problem it solves
“Where is my order?” is the most repetitive question in logistics CX. At MOVIN, it accounts for roughly half of all inbound queries. Each WISMO call follows the same pattern: customer provides an order/AWB number, agent looks up the status across one or more systems, reads back the current location and estimated delivery time.
This is a textbook agent use case: high volume, low variance, requires system lookups but not complex judgment.
How it works
Step by step
- Inbound — customer calls or emails with a tracking query.
- Authenticate — verifies the customer using order number, phone, or email.
- Status fetch — pulls order status from the TMS and carrier tracking APIs.
- Response — provides current location, last scan point, and estimated delivery time.
- Exception handling — if the shipment is stuck, delayed, or has an exception, explains the situation and offers next steps (reschedule, escalate, file complaint).
- Escalate — if the query is outside scope (damage claim, billing issue), hands off to a human agent with context pre-loaded.
Tech stack
| Layer | What’s used |
|---|---|
| Models | Conversational LLM for natural language. Classification for intent routing. |
| Memory | Short-term: conversation context. Long-term: customer query history for personalization. |
| Tools (MCP) | TMS order lookup, carrier tracking APIs, customer profile. |
| Guardrails | Cannot modify orders (read-only); escalates billing/damage queries; PII masking in logs. |
| Evals | Scenario-based: happy path per status, edge cases (multiple orders, wrong number, language switch). |
Why this agent matters for CS
WISMO is the “hello world” of logistics AI agents. Every B2C LSP has this problem. When scoping a new customer, ask: “what percentage of your CX volume is tracking queries?” If the answer is > 30%, a WISMO agent is the obvious first deployment.
The MOVIN deployment proves the pattern at scale — use it as the reference when pitching.
Sources
- Shipsy x MOVIN: AgentFleet
- MOVIN AI Agents Demo
- See MOVIN case study for the full engagement context
- Agent video playlist: YouTube
Changelog
- 26 May 2026: Full content from MOVIN deployment details and Slack discussions.