Scaling Driver Support With AI Voice Automation
How Katoen Natie Automated High-Volume Driver Queries and Saved 85+ Hours Monthly with Insighto Voice AI
Result & Impact
2500+
Driver queries automated monthly
85+ hr
Staff time saved per month
65%
Faster query resolution
72%
Reduction in peak-hour escalations.
Client Overview
Katoen Natie is a global leader in logistics and engineering services, operating in over 30 countries. The company delivers integrated solutions across industries. With a focus on operational excellence and value-added services, Katoen Natie supports complex freight movements at scale through its network of logistics platforms.
The Challenge
At one of its major U.S. hubs, Katoen Natie manages a high volume of deliveries coordinated by an extensive fleet of drivers. To support these drivers on-site, the company maintained a kiosk dedicated to handling real-time queries related to deliveries, dispatches, and operational guidance.
Drivers frequently needed:
- Real-time load status updates
- Dock and warehouse navigation assistance
- Reference number lookups
- Time-sensitive answers on site policies and operating hours
As call volumes surged – averaging 2,200+ support calls monthly – manual handling created a significant burden. Each call lasted around 2 minutes, adding up to over 75 hours of repetitive work per month. This strained internal resources, created delays during peak hours, and risked inconsistent support quality.
Katoen Natie needed a scalable solution – one that could automate routine interactions without compromising on service quality.
The Solution
To streamline and scale its driver engagement, Katoen Natie partnered with Insighto.ai, a no-code AI-powered voice automation platform.
The integration was fast and secure, Insighto’s Voice AI was embedded directly into the site’s support phone system and linked securely to Katoen Natie’s internal Postgres database. The solution was configured to:
Identify drivers through a simple reference number
Retrieve and deliver real-time updates on delivery locations, schedules, and office hours
Automate up to 2,500+ driver calls per month through AI-driven voice interactions,
Escalate unresolved queries to human agents, ensuring continuity in complex cases.
This hybrid AI-human approach offered the responsiveness of AI with the flexibility of human-in-the-loop support when needed.
Results & Impact
The implementation of Insighto delivered measurable outcomes from day one:
Improved consistency and accuracy, especially during high-volume periods
Support operations became more scalable, efficient, and predictable-without adding headcount. The AI-powered system not only alleviated daily support strain – it elevated the overall experience for both drivers and operational teams.
“Insighto has added quiet efficiency to our logistics operations. It adapts well to our specific workflows and helped streamline parts of our process, allowing our teams to focus more on critical tasks. For a business like ours that values precision and consistency, it’s been a dependable part of the tech stack.”
Edgar Chavez, Katoen Natie
Additional Benefits
Beyond operational gains, Katoen Natie also observed:
Higher driver satisfaction, driven by reduced wait times and 24/7 query handling
Lower error rates, as automated responses reduced miscommunication during rush hours,
Improved workload distribution, allowing support teams to focus on complex logistics operations.
Conclusion
With Insighto.ai’s Voice AI platform, Katoen Natie turned a high-touch, high-frequency support function into a scalable, real-time automation layer- freeing up over 85+ hours per month and improving query resolution speed by 65%.
This wasn’t just automation - it was a strategic shift that delivered tangible operational gains, enhanced driver experience, and ensured continuity without additional staffing costs.
Rethinking Logistics Support?
If your logistics or freight operation is still dependent on manual driver support, it’s time to rethink the cost of delay, errors, and operational inefficiency.
Book an industry-focused demo with Insighto.ai to see how AI-powered voice automation can transform your frontline support and operations!
Ready to Streamline Your Operations with AI-Powered Voice & Chat Automation?
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