The Present-Day Challenge
While working with freight forwarders, we often noticed a recurring pattern: teams are constantly overwhelmed by customer emails and phone calls requesting quotes, transit times, or basic booking assistance.
At a glance, these requests may seem straightforward. However, behind the scenes, they often trigger a complex web of manual, repetitive tasks, such as supplier coordination, rate comparisons, margin calculations, and continuous back-and-forth communication. The process is slow, error-prone, and far from scalable in today’s dynamic logistics landscape.
The DiLX Approach – Transforming Freight Requests with AI
At DiLX, we set out to solve this challenge by developing DiLX ORBIT — a smart co-pilot that automates freight quotation and booking across email, voice, and API channels.
It’s a game-changer for the freight forwarding ecosystem, as it:
- Understands unstructured emails using NLP
- Connects to your existing ERP/TMS to get tariff data and identify the customer
- Automatically triggers supplier/partner quote requests
- Applies dynamic margin logic. Human intervention when required
- Handles voice calls using natural, conversational AI
- Sends professional and tailored quotes instantly
- Escalates to a human agent only when necessary
- Confirmation on quote, also can convert to a booking. Existing ERP/TMS will also be updated, and a new quote or booking will be created
Prominent Business Impact & Notable Benefits
Companies using DiLX ORBIT have already reported measurable improvements:
- 3× Increase in Quote Conversion
- 60% Improvement in Internal SLA Compliance
- Greater Supplier Transparency and Responsiveness
- Higher Customer Satisfaction through Faster, More Professional Responses
Key Features & Benefits:
Feature |
Benefit |
|
NLP-Powered Email Parsing |
Understands Unstructured Customer Messages |
|
Conversational AI (Voice) |
Handles Calls Professionally & Naturally |
|
Automated Supplier Interaction |
No More Chasing Quotes Manually |
|
Dynamic Margin Logic |
Accurate and Profitable Pricing |
|
Human-in-the-Loop Decisioning |
Escalates Only When Necessary |
|
Omnichannel Support |
Works Across Email, Voice, and API |
| Professional Quote Formatting |
Brand-consistent, Timely Responses |
Concluding Remarks
Whether you receive 10 or 10,000 freight requests per week, DiLX ORBIT delivers with unmatched accuracy and consistency. Freight forwarders using it are now responding faster, serving more customers, and freeing up their core teams for strategic tasks—all without increasing headcount. This is just the beginning of how AI is reshaping the logistics industry.
Ready to transform how your team handles customer requests? Let’s connect!
Shaival Trivedi
Shaival is the CTO at DiLX, responsible for Customer Delight, Technical Excellence, and New Technology Innovation. With 20+ years of IT experience, he maintains customer relations and explores new technological frameworks for client solutions. He is an advanced technology futurist who keeps himself updated with the latest tech inventions. Connect with him on LinkedIn.