AI should enable people to build or manage relationships and solve problems / put out fires.
Now, if someone’s job is just copying data from one system and putting it in another system, that gets replaced by APIs or agents.
AI is not taking over customer service in freight brokerage.
Think about when you're at a restaurant and the manager comes over to the table. How was your meal? Are you getting everything you need? That's customer service. They're checking in on the people paying them.
Our customers are paying for a service. They pay us to get loads picked up on time, delivered on time, and communicated. So ask them how it's going. Ask what you can do better. Ask what they'd like to see change. That's truly lacking in freight brokerage right now.
Everything is AI this, AI that. Automation is supposed to buy you more time for customer service. If you're not using that saved time to talk to your customers, you're wasting it.
You've got hunters chasing new business and farmers growing the business you already have. There's automation on both sides now. Either way, whoever owns that account should be talking to those customers every day.
Some customers don't want to hear from you at all. I've got customers I could call a hundred times in a day and they wouldn't pick up once. But the goal is more customers you can serve well, communicate with, and build a real relationship with.
AI doesn't make a customer sticky. It takes the work and the minutiae off your plate so you can spend more time with them. You are the glue. Everything else is the service.