ArcBest Pilots AI to Automate Calls and Optimize Routing, Boosting Productivity
ArcBest is testing new AI-driven solutions to streamline routine tasks in its truckload and service center operations. The company recently started a pilot project on its truckload side focused on automating inbound calls related to everyday activities such as appointment scheduling and load booking.
According to President Seth Runser, automating these repetitive tasks frees up teams to focus on complex issues that require human attention. The pilot aims to improve efficiency without compromising customer service quality.
Appointment Optimization Project Underway
Alongside the call automation, ArcBest is piloting an appointment optimization system at select service centers. This system ensures that delivery routes are balanced and schedules remain accurate to prevent overload.
The project is set to expand throughout 2025 and will roll out in phases:
- Phase two will use daily demand forecasts to streamline pickup routes.
- Phase three will introduce a routing tool that generates nearly real-time, customized routes automatically.
At the Baltimore service center, early results are promising. A manager’s planning time dropped from four hours to just 45 minutes, allowing more direct engagement with dock teams and less time spent in front of screens.
Driving Efficiency with AI and Machine Learning
ArcBest is leveraging AI, machine learning, and custom-built tools to enhance operational agility. Currently, 45% of shipments are digitally fulfilled, reflecting a growing shift toward automation.
During Q1, these optimization efforts improved productivity by 1% in asset-based operations and 24% in asset-light operations.
Industry Context: AI Adoption by Other Carriers
ArcBest is not alone in exploring AI to improve logistics. Other carriers like C.H. Robinson and ITS Logistics are also deploying AI tools to automate quoting, recommend loads, and offer real-time support via advanced chatbots.
For operations professionals interested in AI applications and automation training, resources are available that focus on practical skills in AI tools and workflows. Explore relevant courses and certifications at Complete AI Training.
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