Teenva AI & Digital Ventures builds logistics tracking chatbots for 3PLs, couriers, freight forwarders, and ecommerce shippers from Bangalore, India. Customers and consignees ask “Where is my shipment?”—the bot returns live AWB status, ETA, and exception reasons from your TMS, plus policy answers on delays, damage claims, and COD—via web, mobile app, and WhatsApp.
“Where is my order?” tickets flood support during peak season. Teenva combines tracking lookup tools, RAG on your SOPs, and proactive status pushes—fed by route optimization ETAs and demand forecasting capacity context (scoped).
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Logistics tracking chatbot—AWB lookup, ETA, exceptions, and shipping FAQ on web and WhatsApp.
What the chatbot handles
| Topic | Examples |
|---|---|
| Track shipment | AWB + phone/OTP → in-transit, out for delivery, delivered |
| ETA | Expected delivery date/time from your routing engine |
| Exceptions | Delay, RTO, address issue, customs hold (scoped)—with next steps |
| POD | Delivery proof link, receiver name (auth required) |
| Policy FAQ | SLA, serviceable pincodes, packaging rules, insurance |
| Claims (scoped) | Damage/missing process—RAG on claim SOP, not auto-approve |
| COD (India) | COD amount, refusal, remittance timeline (scoped) |
| B2B shipper (scoped) | Bulk manifest status, pickup schedule |
| Internal dispatcher (scoped) | Driver contact, hub inventory snapshot via tools |
Answers use live tracking API—not guessed statuses from LLM memory. Different from route optimization (plan routes) and warehouse intelligence (inside DC)—tracking bot optimizes support deflection and WISMO experience.
Features we implement
Tracking lookup tool
AWB, order ID, or LR number + verificationRAG knowledge base
SLA docs, pin code lists, claim forms, FAQsCitations
“Per our delay policy…” with link to help articleProactive notifications (scoped)
WhatsApp on out-for-delivery, delay, deliveredMultilingual
English, Hindi, Tamil, etc. (scoped)Human handoff
Live chat, callback, Zoho Desk ticket with transcriptAgent assist (scoped)
Suggested replies for call center from same KBAnalytics
Deflection, CSAT, top exception topics, false ETA complaintsGuardrails
No fabricated AWB events; escalate unknown scans
Channels & surfaces
| Surface | Use |
|---|---|
| Shipper website widget embedded in business site | Track parcel embedded in business site |
| Ecommerce order page (scoped) | Post-checkout tracking link to bot |
| “Track 1234567890” + proactive templates | |
| Mobile app | In-app chat tab for logged-in shippers |
| IVR handoff (scoped) | SMS link to chat after voice menu |
| B2B portal (scoped) | Embedded help on TMS dashboard |
Architecture
User message (web / WhatsApp / app)
Intent router (track vs FAQ vs escalate)
Tracking tool → TMS / courier API → scan timeline + ETA
RAG for policy / exception explanations
LLM response with citations + live status block
Handoff to human / create ticket if needed
Event webhooks → proactive WhatsApp (scoped)
ETA source — your TMS, route optimization output, or carrier API
Sync — webhook on scan update triggers proactive message (scoped)
Use cases by business type
| Business | Bot value |
|---|---|
| Ecommerce courier / 3PL | End-customer WISMO deflection at scale |
| B2B freight (scoped) | Consignee LR tracking + POD |
| Cold chain (scoped) | Temperature exception FAQ + status |
| Cross-border (scoped) | Customs milestone explanations from KB |
| Hyperlocal delivery | Rider ETA + “call rider” handoff (scoped) |
| Warehouse outbound (scoped) | “When will my order ship?” pre-AWB |
Integrations
| System | Role |
|---|---|
| Custom TMS / OMS | AWB scans, ETA, POD |
| WhatsApp API | Track command + proactive templates |
| API integration services | Multi-carrier tracking aggregation (scoped) |
| Zoho Desk / CRM | Escalations, shipper accounts |
| Ecommerce FAQ bot | Shared WISMO patterns for D2C brands (scoped) |
| Route optimization | Stop-level ETA feed (scoped) |
Wrong ETA is worse than no bot.
We bind answers to live scan events and cite your delay policy when exceptions happen—not generic “in transit” fluff.
Tracking chatbot vs other logistics AI
| Product | Focus |
|---|---|
| Logistics tracking chatbot (this page) | Customer/dispatcher shipment status and FAQ |
| Route optimization AI | Plan driver routes |
| Demand forecasting AI | Predict future volume |
| Warehouse intelligence AI | Pick/slot inside warehouse |
| Supply chain analytics AI | Network KPI dashboards |
Why Teenva AI
TMS + conversational AI
Custom logistics software and chat togetherIndia delivery context
COD, pin codes, regional language templatesWhatsApp-first
Where consignees already expect delivery pingsMeasurable deflection
Ticket reduction on “where is my parcel?”Ops
Managed IT support when carrier APIs change
Custom logistics software. Ops via managed IT support.
Delivery process
Discovery
volumes, TMS APIs, channels, SLA docs
Tracking API audit
scans, ETA fields, auth model
KB ingest
FAQ, SLA, claims, pin code policy
Tool design
AWB lookup + verification rules
Widget / WhatsApp UX
quick replies: Track, Delay help, Talk to agent
Eval
status accuracy, policy citation, refusal to guess
Pilot
one lane or client; measure ticket deflection
Proactive templates (scoped)
out-for-delivery, delay
Launch
monitor CSAT and escalation quality
WhatsApp shipment tracking
Frequently asked questions
Complement—bot adds Q&A and WhatsApp; official track page remains source of truth.
No—status from tracking tool only; LLM narrates tool output.
Aggregate via API integration (scoped) with normalized scan model.
Yes—template messages on key scans with opt-in (scoped).
Can split intents—shipper auth for manifests vs public AWB track.
Yes—stop ETA from route optimization feeds tracking tool (scoped).
No—bot explains process; human/adjuster decides per SOP.
Supported (scoped) with eval per language.
Yes—embed on ecommerce site with your branding.
6–8 weeks MVP (web widget + AWB tool + KB RAG) with TMS API access.
Build your logistics tracking chatbot
AWB lookup, ETA, exceptions, and shipping FAQ—live TMS data on web and WhatsApp with human handoff.
Build your AI solution with us
Ready to take your business to the next level?