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New AI layer is reclaiming hundreds of hours of support and dispatch time every month — with 9 out of 10 customer replies fully resolved by AI, no human required

CAMPBELL, Calif., July 8, 2026 /PRNewswire-PRWeb/ -- DispatchTrack, a global leader in delivery orchestration software, today shared new performance data on DT Agent, its AI-powered customer engagement system that automates communication across the delivery lifecycle. DT Agent is available to DispatchTrack customers today, included with the platform's standard two-way messaging capabilities at no additional cost.

CAcross DispatchTrack's platform, roughly 15% of delivery communications sent to customers prompt a reply — a customer asking a follow-up question, requesting a reschedule, or flagging an issue. DT Agent now handles all of these replies, and internal data shows that 90% of them are resolved entirely by AI, with only 1 in 10 requiring escalation to a human agent.

DT Agent handles a high volume of these replies every month. Industry data shows that comparable delivery-related support calls typically run 1 to 5 minutes, averaging around 3 minutes per inquiry — and at DT Agent's volume, that adds up to hundreds of hours of call-equivalent time every month. Because 90% of it is resolved without a human, the vast majority of those hours are fully reclaimed for support and dispatch teams rather than simply shifted to a faster channel.

Unlike simple chatbots limited to answering basic questions, DT Agent is architected to automate the full customer lifecycle — from scheduling and rescheduling to delivery feedback — while giving dispatchers and customer service staff full visibility into every interaction. Current use cases include:

• DT Agent for WISMO: Provides instant, round-the-clock answers to common questions like "where's my order?" by accessing live order details in real time — something a traditional chatbot cannot do.
• DT Agent for scheduling: Lets customers conversationally schedule and reschedule deliveries within the capacity and scheduling parameters set by the delivery organization.
• DT Agent for address intelligence: Automatically detects when an address is missing critical details and proactively requests them from the customer, either through conversation or a site-readiness form link.
• DT Agent for feedback: Automatically initiates satisfaction surveys and captures NPS-style feedback via SMS in a natural, conversational format after a delivery or service run is complete.

Dispatchers and customer service teams retain full visibility across all interactions, allowing them to follow up with customers, receive alerts on potential exceptions, and step in on escalated issues.

"What delivery customers want above all is a frictionless experience, and DT Agent is built to provide that at scale," said Satish Natarajan, CEO and founder of DispatchTrack. "This is more than a simple chatbot — and it's more than a single feature. DT Agent is one piece of the puzzle when it comes to bringing AI-driven efficiency to the supply chain, in order to make life easier for end customers, customer service teams, dispatchers, and decision makers. We are committed to redefining the last mile with AI."

DT Agent is included with DispatchTrack's two-way texting feature at no additional cost, requiring no new integration — giving customers immediate ROI from day one. To request a demo or learn more, visit .

Media Contact

Brian Hoey, DispatchTrack, 1 5165121312, [email protected],

SOURCE DispatchTrack