The Challenge
When a shipment is delayed or flagged as an exception, answering "why, and what's the status" means checking the carrier tracking system, the customs clearance status, and the original shipment documents — three separate systems, each with a piece of the answer. Operations staff handling exceptions at volume spend more time gathering the answer than acting on it.
“The question is never really "where's the shipment" — it's "is this a carrier issue, a customs hold, or a paperwork mismatch," and that takes checking three systems at once, not one lookup.”
The Solution
The Saarthi Shipment Exception Copilot Agent answers exception questions directly, grounded in the shipment's own tracking, customs, and document records — citing exactly which system and record it drew the answer from.
The reason this needs to be agentic rather than a status lookup is that a real exception question rarely maps to one system. The agent has to decide whether the delay is a carrier issue, a customs hold, or a documentation mismatch — querying the relevant system or systems and reconciling what each says — before it can give a straight answer, rather than returning whatever one dashboard happens to show.
What This Pattern Typically Delivers
Operations staff get a grounded, cited answer on an exception shipment instead of checking three systems by hand, and can act on the actual cause instead of a guess.