Solutions / By function
Resolve the operation before you answer the customer.
Most contacts are not questions. They are symptoms of an operational problem nobody has fixed yet. Finmile fixes the problem first, then answers.
Customer Resolution WorkerWhere-is-my-order contact investigated, the delivery recovered, then the customer answered. resolved.
Driver Contact WorkerDriver called for the missing detail before the customer was told anything at all. confirmed.
Returns WorkerCollection booked into an existing route and the refund record updated. no second contact.
Follow-up WorkerCustomer updated again once the new time was confirmed, without being asked. case closed.
01 / The execution gap
The work that sits between your systems.
Your systems know the business. Your people know how it actually runs. The gap between them is where the day goes.
Today
What a contact costs you today.
A status answer is not a resolution. The contact comes back because the operational problem underneath it is still sitting there, untouched.
- Read the ticket and guess which system holds the answer.
- Open the transport system, then the order record, then the messages.
- Give the customer a status update that changes nothing.
- Raise an internal request and hope somebody picks it up.
- Answer the same customer again tomorrow.
With Finmile
What Finmile owns instead.
A customer resolution worker treats the contact as an operational job. It investigates the cause, fixes it where it can, and only then writes to the customer with something true and final.
- Read the contact and retrieve the full operational record.
- Investigate the cause across systems and conversations.
- Act on the operation: rebook, reroute, reassign or recover.
- Answer the customer with the outcome, not the status.
- Follow up when the new promise has been met.
02 / The workers
The workers on this job.
Each worker owns an outcome rather than a queue, and you decide what it may do on its own.
Returns and CollectionsBook the collection into work that is already happening, and close the record.
Proactive UpdateTell the customer before they have a reason to contact you.
03 / The loop
The loop it runs, every time.
Give Finmile an outcome. It does not stop at the recommendation, it finishes the job.
01
Understand
A contact arrives, or a live signal says the customer is about to have a reason to make one.
02
Investigate
It retrieves the order, the delivery, the previous cases and the messages, and works out what actually went wrong.
03
Decide
It chooses the resolution your policy and the account terms allow, rather than the one that is quickest to type.
04
Act
It rebooks, redirects, raises the recovery job, contacts the driver or depot, then writes to the customer.
05
Follow through
It watches the new promise and updates the customer again when it is met, so nobody has to ask twice.
04 / Governed by you
Authority, evidence and audit.
Autonomous does not mean uncontrolled. Every worker runs inside boundaries you write and can change.
Authority model · ActiveCustomer resolution
Answer the customer directlyAny channelAutonomous
Rebook or redirect a deliveryInside policyAutonomous
Raise and own a recovery jobService protectedAutonomous
Issue a goodwill creditAbove the agreed bandApproval required
Change agreed contractual termsAlwaysAlways escalate
Every action has a reasonEvery decision has evidence · Every outcome has an audit trail
FAQs
Customer service questions.
How is an AI worker different from a chatbot?
A chatbot primarily answers questions or routes a request. A Finmile AI worker can investigate the underlying operational problem and take action across systems and people. It might answer a customer, call a driver, retrieve evidence, reschedule a delivery, update the TMS, notify affected teams and monitor completion. The conversation is only one part of the work.
Can Finmile resolve customer service issues without transferring them to operations?
Yes. Finmile can answer the customer while also completing the operational work behind the enquiry. For example, it can investigate a late order, contact the carrier, arrange an authorised recovery, update the customer and monitor completion. The case is escalated only when authority, judgement, vulnerability or relationship risk requires a person.
Can Finmile make and receive phone calls?
Yes. Finmile's AI workers can make outbound calls and handle inbound calls as part of an operational workflow. They can understand the response, ask follow-up questions, retrieve information from systems during the conversation and take the next permitted action. The call is recorded as part of the same case context as system updates, emails and messages.
Can Finmile communicate by email, SMS and WhatsApp?
Yes. A worker can use approved voice and text channels, including email, SMS and WhatsApp, to contact customers, drivers, carriers, suppliers and internal teams. The channel can change without losing the objective or context. Communications, responses, decisions and resulting actions remain connected to the same operational case.
Can Finmile work across multiple languages, countries and operating sites?
Yes. Workers can support multiple languages and operate across sites or countries while applying the correct local process, authority, contacts and escalation paths. Rollout is normally controlled workflow by workflow and country by country so language, regulatory, data and operational differences can be tested before wider deployment.
Deployment
Two ways to deploy this.
Keep the service desk you have, or run the execution layer on Finmile as well.
Run the operation, not just the route.
One AI powered platform for planning, dispatch, execution, proof and performance control.