MOVIN
Engagement summary
| Industry | 3PL last-mile (UPS-Indigo JV) |
| Region | India / Middle East |
| Engagement type | AgentFleet — 4 AI agents for CX and operations |
| Status | Active deployment |
| Target | 80% FTE bandwidth freed on handled use cases |
The business problem
MOVIN handles high-volume last-mile delivery across India and the Middle East. Four operational pain points were consuming disproportionate human effort:
- WISMO volume. “Where is my order?” queries make up ~50% of all CX cases — repetitive, time-consuming, and perfectly automatable.
- Appointment scheduling. Coordinating delivery windows with customers required back-and-forth calls that clogged the CX team.
- Demurrage charges. Customers were getting hit with storage/demurrage charges because nobody proactively warned them before the deadline.
- POD and weight disputes. Resolving proof-of-delivery and weight discrepancy claims required manual evidence gathering across multiple systems.
The solution: 4 agents
| Agent | What it does | Channel | Impact target |
|---|---|---|---|
| WISMO Agent | Resolves “where is my order” queries end-to-end | Voice, email | Automate 50% of CX volume |
| Appointment Scheduling | Books, confirms, reshuffles delivery windows | Voice, WhatsApp | Reduce scheduling FTE load |
| Demurrage Prevention | Outbound voice alerts before D-day charges hit | Voice | Prevent demurrage charges proactively |
| Dispute Resolution | POD validation + weight dispute handling with HITL | Background + escalation | Faster resolution, audit trail |
Business case
Combined annual impact across all 4 agents:
| Impact area | Value |
|---|---|
| Direct cost savings | ~2.45 Cr/year (~USD 290K) |
| Working capital freed | ~1 Cr (~USD 120K) |
| Total | ~USD 415K/year |
Why CS folks should study this
- The “50% of volume is one use case” pattern. At MOVIN, half of CX is WISMO. Always ask: “what’s your single highest-volume query type?” That’s where the first agent goes.
- Four agents, not one. MOVIN is a good example of deploying a fleet of focused agents rather than one mega-agent. Each solves a specific, measurable problem.
- The business case math. The ROI deck breaks down savings per agent with clear before/after. Useful as a template when building business cases for other customers.
Materials
- Shipsy x MOVIN: AgentFleet (14 slides)
- MOVIN AI Agents Demo (6 slides)
- MOVIN AI Business Case & ROI (14 slides)
- MOVIN Appointment Booking Script
- MOVIN Revised Video Scripts (Demurrage, Appointment, Dispute)
- Agent video playlist: YouTube
Changelog
- 26 May 2026: Full content from Drive decks and Slack discussions. Business case and agent details added.