Features

AI Voice Agents That Pick Up the Phone

Proactive AI Voice Agents for Logistics and Field Operations

Finmile Voice AI makes the call the moment the operation needs it - checking in with drivers, confirming ETAs with customers, chasing failed deliveries, escalating issues to the depot and clearing up bad addresses. Not another dashboard. Not another text. A voice agent that dials out and gets the answer.

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finmile - voice agent

Voice AgentDriver K.A. quiet for 12 min - calling to check status… held at a stop, ETA updated.

Customer AgentCalling customer at Stop 4 with new ETA 1:48 PM. confirmed, will be in.

Voice AgentAttempt failed at Stop 9 - calling to arrange next step. safe place agreed.

Voice AgentBlocked site at Stop 12 - escalating to on-call manager. direction received.

What Is Voice AI at Finmile?

Voice AI is the calling layer of the Finmile AI workforce. When an ETA slips, a driver or engineer goes quiet, a delivery or job fails or an address does not resolve, a voice agent places the call automatically - the same way a good operator would, only without waiting for someone to notice. It speaks, it listens, it confirms the outcome and it writes the result back into the operation. Every call is a proactive action Finmile takes on your behalf, not a queue for your team to work through.

Driver check-in calls

When a driver falls behind, stops moving or misses a check-in, the voice agent calls to confirm status - stuck in traffic, held at a stop, running late or needing help. The answer feeds straight back into live operations, so the plan updates before the day unravels.

Customer ETA calls

For jobs and deliveries where a call lands better than a text, the voice agent phones the customer with an accurate ETA and confirms they will be there to receive it. The Customer agent now calls, not just texts - reaching people a message would miss and cutting failed attempts before anyone arrives on site.

Failed-delivery follow-ups

When an attempt fails, the voice agent calls the customer straight away to arrange the next step - a safe place, a neighbour, a redelivery window - while the driver is still nearby. The failure gets resolved in the moment instead of turning into a ticket the next morning.

Depot and issue escalation

When something needs a human decision - a refused consignment, a blocked site, a vehicle problem - the voice agent calls the depot or on-call manager, states the exception clearly and gets a direction. The right person hears about the right problem, without a driver or engineer hunting for someone to answer.

Address clarification

When an address is incomplete, ambiguous or does not resolve, the voice agent calls the customer to confirm the exact location, entrance or access notes before the driver or engineer sets off. The stop is corrected up front, so time is not lost circling the wrong street.

How Voice Fits the AI Workforce

Voice does not sit on its own. It is another action the Finmile AI workforce can take, alongside planning, dispatch, monitoring and proof. The Live Operations agent already spots the driver or engineer falling behind and the job about to miss its window. Voice gives those agents a phone - so instead of only flagging the risk on a screen, the operation can call the driver, call the customer or call the depot and actually resolve it.

It extends what the Customer agent already does. It has always handled proactive communication by message - updated ETAs, address queries, delay notices. Now it can call when a call is the right channel: the customer who never reads texts, the failed attempt that needs sorting while the van is still on the street, the address that has to be confirmed before the route is set. Same agent, same judgement about when to reach out, with a phone added to the toolkit.

Every call closes the loop. The outcome flows back into the same execution layer that runs planning, dispatch and proof, so a confirmed ETA, a rearranged delivery or a corrected address updates the plan in real time. Voice is not a bolt-on call centre. It is the AI workforce doing what a sharp operator does - picking up the phone at exactly the right moment, then acting on what it hears.

FAQs

Voice AI FAQs

What is Voice AI for logistics?

Voice AI is an AI agent that places phone calls across your operation automatically. At Finmile it handles proactive outreach - driver check-ins, customer ETA calls, failed-delivery follow-ups, depot escalation and address clarification. It speaks and listens like an operator would, then writes the outcome straight back into the plan. The point is that Finmile makes the call the moment the operation needs it, without a person having to notice first.

Does Voice AI replace my team?

No. Voice AI does the calling your team would never have time to do, not the judgement your team is there for. It handles the routine, time-sensitive outreach - the check-in, the ETA confirmation, the address query - and escalates to a human the moment a call needs a real decision. Your operators stay in control and stay accountable; the voice agent just makes sure the right calls actually get made.

What calls can Finmile Voice AI make?

Today it makes driver check-in calls when someone falls behind or goes quiet, customer ETA calls to confirm timing and receipt, failed-delivery follow-ups to arrange the next step, depot or on-call escalation for exceptions that need a human decision, and address clarification calls when a location does not resolve. Every one is an outbound call the AI places proactively. These are the confirmed use cases we run and build against, not a wish list.

Does Voice AI work with the driver app and customer flow?

Yes. Voice runs inside the same Finmile execution layer as everything else, so it reads live progress from the app and the customer's job or delivery state directly. A check-in call is triggered by what the app is showing; an ETA or failed-delivery call is triggered by the customer's stop. Whatever the call resolves - a new ETA, a rearranged drop, a corrected address - flows back into the plan and the app in real time.

Are the calls compliant and recorded?

Yes. Every call is logged with a full record of who was called, when, why and what was agreed, tied to the job or delivery it relates to. That gives you an audit trail for every outbound call the AI makes and keeps the operation accountable. Recording and retention are built to work within UK data protection requirements.

How is this different from a robocall?

A robocall blasts the same recorded message at a list. Finmile Voice AI holds a real conversation about one specific job - it knows the driver, the stop, the ETA and the exception, it listens to the reply and it acts on the answer. It only calls when there is a genuine operational reason to, and it escalates to a person when a call needs one. It is a proactive operator making a purposeful call, not a broadcast.

Give your AI workforce a phone

See Finmile Voice AI place the right call at the right moment - driver check-ins, customer ETAs, failed-delivery follow-ups and more.

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