AI automation for
Northwind
Northwind Logistics
Discovery, automation engineering and operational tooling for Northwind Logistics, a regional freight operator whose dispatch team was drowning in manual exception handling across three disconnected systems.
CLIENT
Northwind Logistics
Freight Operations
Services
Discovery
Engineering
UI/UX & Design Systems
Marketing
Strategy
Rollout
Web Development
Industry
Logistics & Supply Chain
In short
We worked with Northwind on discovery, automation engineering, systems integration and the dashboards their dispatch team now runs on.
The goal was a single triage queue that pulled exceptions out of three systems, classified them, and resolved the routine ones without a human. What shipped was an agent handling roughly 70% of daily exceptions, escalating the rest with full context attached. Dispatch leads went from firefighting to exception review , and average handling time fell by more than half in the first quarter.
Design system
Architecture, event-driven, observable, boring on purpose
The system reads their TMS, ERP and carrier feeds into one event stream. Each exception is classified, enriched, and either resolved automatically or routed with a recommended action. Every decision is logged and replayable, so the team can audit exactly why the agent did what it did.
Clear rules, auditable decisions
Guardrails that make automation safe to trust
The confidence threshold is tuned per exception type, and anything below it goes to a human with the model's reasoning attached. That one decision is what won operations buy-in. Because the agent explains itself and never fails silently, the team trusted it enough to widen its remit twice, each time after reviewing the logs themselves.
Visibility and control
The hboards the operations team actually opens
For the operations dashboard was built with the dispatch leads rather than for them, so it shows queue depth, agent actions and exception ageing on one screen. Clear thresholds and a stripped-back interface keep attention on the handful of exceptions that genuinely need a person.
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