How AI Speeds Up Support and Empowers Service Teams

Super Dispatch’s customer-facing teams handle 120,000 support tickets a year. For truck drivers on the road, those questions don’t always arrive during business hours. To help support that volume, Super Dispatch is using AI to extend support beyond its human teams. Today, the company fully resolves 56% of its AI conversations, while CSAT holds at 89.5% across AI and human tickets combined.

In this episode of The Modern Customer Podcast, sponsored by Botpress, Andrew Dell, Support Operations Architect at Super Dispatch, explains how the auto transport platform approached AI-powered support and where it draws the line between AI and human help.

Super Dispatch’s customer-facing teams handle 120,000 support tickets a year. For truck drivers on the road, those questions don’t always arrive during business hours. To help support that volume, Super Dispatch is using AI to extend support beyond its human teams. Today, the company fully resolves 56% of its AI conversations, while CSAT holds at 89.5% across AI and human tickets combined.

Botpress is an enterprise-grade AI agent platform that enables companies to build agents for customers and employees, manage the knowledge they can access, and track performance and handoffs.

At Super Dispatch, the customer-facing agent draws from the company’s help center, while an internal agent can access procedures, training materials, and knowledge articles. This separation keeps customer answers focused while giving employees access to deeper operational guidance.

AI now handles roughly 2,500 conversations a month. Rather than deploying it everywhere at once, Super Dispatch introduced AI gradually across its carrier system, driver app, and shipper platform over six months, monitoring performance at each stage before expanding further.

Key Highlights From Our Conversation

• Extending Support Beyond Regular Business Hours
• Using Different Knowledge Sources for Customers and Employees
• Setting Boundaries for AI-Powered Support
• Measuring Resolution, Customer Satisfaction, Usage, and Handoffs
• Rolling Out AI Gradually Across Platforms

Andrew describes AI as “a tool for enablement.” At Super Dispatch, that means controlling what AI can access, defining when humans should take over, and expanding its role based on results.

Listen to the full episode to hear how Super Dispatch is combining AI-powered support, employee guidance, and human oversight.

Learn more about building AI agents with Botpress.

🎧 Listen to the full episode of The Modern Customer Podcast. Stream now on Apple Podcasts, Spotify or your favorite podcast platform.