{
  "version": "1.0.0",
  "last_updated": "2026-08-23T00:00:00Z",
  "slug": "freight-forwarding-coordinator",
  "customer_anonymized_id": "nz-freight-forwarding-mid-market-001",
  "deployment_notes": [
    "Audit Agent runs in week 1: catalogues 22 repeatable freight-ops processes and scores each on a 0-100 handoff-readiness scale; booking lifecycle handoff surfaces as the top scorer.",
    "Booking-pipeline AI employee goes live in week 3, layered on top of the Audit Agent's process catalog; reads live booking state from TMS/WMS/email/sheets and ranks the next handoff to chase for a human reviewer.",
    "Customs-broker handoff + Dispute-triage AI employees go live in week 6 splitting into two role entries: 30m SLA window for customs handoff and under-60s inbox turnaround for dispute triage, both routed to ops for human sign-off."
  ],
  "roles": [
    {
      "name": "booking_lifecycle",
      "title": "Booking-pipeline AI employee",
      "week_live": "Week 3",
      "status": "Roadmap",
      "system_prompt_stub": "Operate as the booking-lifecycle coordinator. Read live booking state from TMS/WMS/email/Google Sheets, score each booking on a 0-100 handoff-readiness scale, and surface the next handoff decision for a human reviewer; never send broker- or customer-facing comms without human sign-off.",
      "output_contract": {
        "fields": ["recommendation", "confidence", "rationale", "links"],
        "example": "{ \"recommendation\": \"escalate_booking_bh_4421_priority_high\", \"confidence\": 0.88, \"rationale\": \"Booking handoff against a 30m customs SLA window; dispatch confirmed, broker B acknowledged.\", \"links\": [\"#/bookings/bh_4421\", \"#/brokers/alpha-freight\"] }"
      },
      "metric_impact": "57% drop in booking-handoff cycle time across the first 90 days"
    },
    {
      "name": "customs_broker_liaison",
      "title": "Customs-broker handoff AI employee",
      "week_live": "Week 6",
      "status": "In build",
      "system_prompt_stub": "Operate as the customs broker liaison. Triage inbound broker handoff packets, track each against the 30m SLA window, and surface the next action to keep handoffs inside the window; never issue broker-facing comms without a human reviewer.",
      "output_contract": {
        "fields": ["recommendation", "confidence", "rationale", "links"],
        "example": "{ \"recommendation\": \"escalate_broker_handoff_bh_4421_priority_high\", \"confidence\": 0.91, \"rationale\": \"Handoff outstanding 18m against a 30m SLA window; broker B acknowledged unresponsiveness.\", \"links\": [\"#/customs/bh_4421\", \"#/brokers/alpha-freight\"] }"
      },
      "metric_impact": "94% within-shift customs broker handoffs completed inside SLA window"
    },
    {
      "name": "dispute_triage",
      "title": "Dispute triage AI employee",
      "week_live": "Week 6",
      "status": "In build",
      "system_prompt_stub": "Operate as the dispute triage responder. Read each inbound dispute, classify it against the ops taxonomy, and surface the next response for a human reviewer; never send customer-facing replies without human sign-off.",
      "output_contract": {
        "fields": ["recommendation", "confidence", "rationale", "links"],
        "example": "{ \"recommendation\": \"classify_dispute_dp_7734_category_delivery_window\", \"confidence\": 0.88, \"rationale\": \"Customer-supplied tracking and ops log corroborate 38s window between flag and reply; no SLA breach.\", \"links\": [\"#/disputes/dp_7734\", \"#/customers/cust_551\"] }"
      },
      "metric_impact": "Typical dispute triage response down from 9-minute baseline to 38 seconds"
    }
  ],
  "integrations": [
    {
      "system": "TMS",
      "purpose": "Transportation management system read for live booking state, carrier readiness, and handoff context",
      "version": "1"
    },
    {
      "system": "WMS",
      "purpose": "Warehouse management system read for equipment / shift / location context feeding handoff readiness",
      "version": "1"
    },
    {
      "system": "Email",
      "purpose": "Daily digest + exception escalations routed back to the customer's freight-ops inbox",
      "version": "1"
    },
    {
      "system": "Google Sheets",
      "purpose": "Shared freight ops spreadsheet used by ops today; persists as the source of record during the Audit Agent week-1 process map",
      "version": "1"
    }
  ],
  "output_schema_version": "1"
}