Shipment exception handling
When a delay or damage lands, impact is costed, the carrier rebooked and the customer hears before they ask.
Shipment exception handling
- Carrier webhook: shipment SH-4471820 "delayed – hub congestion", ETA +36 h
- Shipment: 14 pallets, cold chain, customer C-2081, due Wed 08:00
- Exception class: delay · severity high (cold chain, contractual SLA)
- Customer SLA: 98% on-time, penalty 250 € per late pallet-day
- Estimated impact: 3,500 € penalty + reefer risk; alternative carrier +1,200 €
- Policy: rebooking allowed if extra cost < 40% of penalty exposure → 34% → allowed
- Extra cost > 1,000 € → dispatch lead approval (approved in 6 min)
- Pickup rebooked with carrier B, new ETA Wed 06:30, reference RB-88231
- Shipment re-planned, exception closed with cause code "hub congestion"
- Customer logistics contact told the new ETA, account manager copied by e-mail
Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus
Delay or damage exception from the carrier webhook
Shipment re-planned, exception closed with a cause code, customer told the new ETA
Agents
Shipment Supervisor
Decomposes the objective, delegates to agents, manages approval points, merges the result.
Exception Agent
Classifies the exception and its severity
classify_exceptionget_shipment_statusImpact Agent
Costs SLA and penalty exposure
get_customer_slaestimate_delay_costsearch_contract_termsAction Agent
Rebooks the carrier and communicates with the customer
rebook_carrierupdate_shipmentcreate_claimsend_whatsappsend_emailSteps
| # | Kind | Agent | What happens | System | ms | tok |
|---|---|---|---|---|---|---|
| 01 | ingest | Shipment Supervisor | Carrier webhook: shipment SH-4471820 "delayed – hub congestion", ETA +36 h | — | 180 | — |
| 02 | tool | Exception Agent | Shipment: 14 pallets, cold chain, customer C-2081, due Wed 08:00 | TMS (Transport Management) | 400 | — |
| 03 | reason | Exception Agent | Exception class: delay · severity high (cold chain, contractual SLA) | — | 540 | 460 |
| 04 | tool | Impact Agent | Customer SLA: 98% on-time, penalty 250 € per late pallet-day | Salesforce CRM | 380 | — |
| 05 | reason | Impact Agent | Estimated impact: 3,500 € penalty + reefer risk; alternative carrier +1,200 € | — | 720 | 880 |
| 06 | verify | Impact Agent | Policy: rebooking allowed if extra cost < 40% of penalty exposure → 34% → allowed | — | 340 | 260 |
| 07 | approval | Shipment Supervisor | Extra cost > 1,000 € → dispatch lead approval (approved in 6 min) | — | 2,600 | — |
| 08 | write | Action Agent | Pickup rebooked with carrier B, new ETA Wed 06:30, reference RB-88231 | Carrier API | 620 | — |
| 09 | write | Action Agent | Shipment re-planned, exception closed with cause code "hub congestion" | TMS (Transport Management) | 420 | — |
| 10 | notify | Action Agent | Customer logistics contact told the new ETA, account manager copied by e-mail | WhatsApp Business API | 260 | — |
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