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External industry case

How eShipping routed delivery risks to customer liaisons

eShipping used an Augment AI agent to gather carrier updates and flag shipments at risk of missing the required arrival date. Customer liaisons discussed the options with customers, who chose how to proceed.

In production by October 2026

What the team faced

When carrier tracking feeds lagged, eShipping’s operations team divided up the daily reports of shipments in transit. Staff opened carrier portals to check estimated delivery dates against the date each shipment had to arrive.

What the team put in place

  1. Augment observed the Kansas City tracking team at work and set up a retrieval process for each carrier. The first workflow covered eShipping’s premium less-than-truckload (LTL) tracking.
  2. The agent used the team’s existing reports, retrieved shipment statuses and compared carrier estimates with the required dates. It flagged exceptions for a customer liaison.
  3. The liaison discussed the available options with the customer, who could expedite the shipment, reschedule pickup or let it continue as planned.

Reported outcome

Augment reported that the live workflow delivered the tracking file each day by 9:45 a.m. US Central Time, giving liaisons more than two hours before the deadline to act.

In October 2026, eShipping planned to extend premium tracking to its full customer base.