Drivers call the dispatcher with the same questions: how to fill in a CMR, what to do after an accident, when loading is. An assistant in Teams answers from your instructions in SharePoint and trip data in CargoWise, with a link to the source, and hands to the dispatcher what is in neither the documents nor the system.
Built for ISO 27001NIS2 DORA
A dispatcher's phone at a transport company rings for more than trips. A driver asks how to fill in box 24 of a CMR, what to do if customs stopped them, which number to call after an accident in Germany, when a particular warehouse accepts cargo, how to submit DKV receipts. The answers are in company instructions in SharePoint, in the driver handbook, in the trip card in CargoWise and in the dispatcher's head, but a driver on the road will not read a thirty-page PDF and has no access to CargoWise. The dispatcher gives the same answer for the tenth time, and when they are busy, the driver decides alone, not always the way the company would want.
The assistant works in Teams, which drivers have on their phones. It answers questions about procedure from your documents in SharePoint: the driver handbook, CMR filling instructions, accident procedures, border procedures, warehouse rules and the contact list, with a link to the document and section. It answers questions about the driver's own trip, such as loading time, unloading address and order number, from CargoWise data that it receives through an API or an export, only for the trip assigned to that driver; if you have Teltonika telematics, it can also check the estimated arrival time. When a question is about a change or a decision, the assistant does not answer at its own discretion but hands the conversation to the dispatcher in Teams with a summary. We deploy a Copilot Studio agent in your Microsoft 365 tenant: documents stay in SharePoint, access rights are inherited from the existing ones, and we integrate with CargoWise through an API, a file export or an email flow, depending on the version. When an instruction in SharePoint is updated, the assistant answers from the new version.
Four steps from input to a record in your system, with human approval wherever there is risk.
The driver opens the assistant in Teams and asks a question in their own words, in their own language, whether Lithuanian, Russian or Polish. The assistant understands the gist and determines whether it is a question about procedure (SharePoint), about the driver's own trip (CargoWise) or about a decision the dispatcher has to make.
For procedure, the assistant searches the driver handbook, CMR instructions, accident procedures, customs procedures and the warehouse list in SharePoint. For a trip, it takes the loading time, address and order number from CargoWise, only for the trip assigned to that driver. It does not use general knowledge from the internet.
The driver gets a short answer with a sequence of steps and a link to the document in SharePoint or the trip number in CargoWise. If a form or a contact is needed, the assistant provides it right in the conversation. The driver can mark whether the answer helped, and we use that to find gaps in the documents.
If the question is about a trip change, additional cargo or a decision that is in neither the documents nor CargoWise, the assistant hands the conversation to the dispatcher in Teams with a summary. Every month we review the unanswered questions and suggest which instructions in SharePoint to extend.
An agent in your Microsoft 365 tenant, available from Teams on phone and computer, with your company name, tone and trip data from CargoWise.
An organised structure of instructions in SharePoint that the assistant uses as its only source for procedure, and a clear process for who updates it and how.
Agreed rules for when the assistant answers on its own from SharePoint or CargoWise and when it hands over, with a summary for the dispatcher in a Teams channel or chat.
A monthly report on what the assistant could not answer and which documents in SharePoint are used most, so that the instructions grow according to real driver questions.
Copilot Studio agent in Teams + SharePoint instructions + trip data from CargoWise through an API or an export. We choose the integration method with CargoWise after checking your version. Read more about this service and its limits on the service page.
The assistant answers only from your documents in SharePoint and trip data in CargoWise and always names the source, so the answer matches what is written in the instruction or the system. If there is no answer, it says so and hands over to the dispatcher instead of making one up. For risky scenarios, such as an accident, the answer always ends with the dispatcher's contact.
The driver does not need access to CargoWise. The assistant gets trip data itself through an API, a file export or an email flow, depending on your CargoWise version, and shows only the trip assigned to that driver. We choose the integration method after a check at the start of the implementation; without a CargoWise integration the assistant answers only from SharePoint instructions.
Drivers need Teams access in your Microsoft 365 tenant, which most transport companies already have. Use of a Copilot Studio agent is billed under Microsoft's terms, and at the start of the implementation we choose the best option based on the number of drivers and the volume of questions.
A request from Outlook, Trans.eu or TimoCom waits while the sales rep calculates the distance, finds a similar trip in CargoWise and writes up the…
DKV and Eurowag statements and toll, ferry and subcontractor invoices arrive from Outlook and portals, and an accountant keys them into SAP…
Orders arrive in Outlook with a PDF, from the Trans.eu exchange and from Transporeon, and the dispatcher retypes them into CargoWise by hand.
Drivers send photos of CMR and declarations through Viber or Teams, and logistics checks them by eye and attaches them to the trip in CargoWise by…
This service is delivered by specialists with valid international certifications. Their expertise is confirmed by independent organisations, not by us.
AI systems are deployed with protection against data leakage and model abuse.
The AI security programme and its controls are managed following the ISACA methodology.
AI risks are identified and managed like any other IT risk.
We reply within 1 business day
