United Transportation Deploys AI-Powered Dispatch Automation System, Saving Operations Team Hours of Daily Manual Work
Partnership with NewWay Digital Consulting delivers enterprise-level AI automation, freeing dispatch coordinators to focus on customers instead of data entry
United Transportation announced the successful deployment of an AI-powered Dispatch Automation System developed in partnership with NewWay Digital Consulting. The system transforms how United Transportation processes incoming dispatch requests by replacing hours of manual email review and data entry with a suite of five intelligent AI agents that read, interpret, and route information automatically.
The Challenge: Growth Without Compromise
As United Transportation entered a period of significant growth, its dispatch operations became a critical bottleneck. Dispatch requests arrived in dozens of formats, with some containing tracking numbers buried in PDF attachments and others using entirely different terminology for the same shipment type. Each request required careful manual review, data extraction, and entry into the dispatch board. The process was accurate but time-consuming, and the risk of errors increased as volume grew. Traditional automation tools had previously failed to solve the problem. Rule-based systems require predictable and uniform inputs, the opposite of real-world logistics communications. United Transportation needed a different approach.
The Solution: Five AI Agents Built for Messy Work
Working with NewWay Digital Consulting, United Transportation designed and deployed five specialized AI agents that handle the full dispatch intake workflow:
Email Administrator: Reads every incoming email and routes it to the correct workflow: dispatch intake, status inquiry, or billing.
Spreadsheet Coordinator: Extracts and normalizes data from customer-submitted Excel files, regardless of formatting differences.
Dispatch Intake Agent: The core of the system. Reads dispatch requests, opens attachments, and extracts all critical fields: customer name, AWB number, shipment type, airline, pickup date, TSA screening status, and logistics notes.
Driver Tracker: Provides real-time driver availability and status, enabling faster dispatching decisions.
Status Reporting Agent: Automatically generates and delivers proactive customer status updates on schedule or on demand, with no manual effort required.
“The employees are thrilled to be able to focus on the important stuff and not have to spend time on repetitive tasks. This is exactly what we needed.”– United Transportation Team |
The Impact: Enterprise Capabilities at SMB Speed
The AI agents now handle the repetitive work that previously consumed significant hours of the dispatch team’s day. Coordinators who once spent their shifts processing emails now focus on proactive customer communication, complex logistics problem-solving, and relationship building, the high-value work that defines United Transportation’s service reputation.
The system delivers higher data accuracy, faster response times, and proactive customer transparency at a scale that grows with the business – without proportional increases in administrative overhead.
“United Transportation came to us with a problem that traditional automation had already failed to solve. Their dispatch communications were too unstructured, too variable, exactly the kind of messy work that AI agents are built for. Watching their team shift from data entry to customer focus is precisely the outcome we work toward with every engagement.”– Wayne, Founder, NewWay Digital Consulting |
Looking Ahead
United Transportation views the dispatch automation deployment as the foundation of a broader digital transformation. The company is actively exploring AI-driven improvements in warehousing operations, capacity planning, and customer portal visibility with the same guiding principle: technology in service of people, not the other way around.