Offering a significant opportunity to improve supply chain visibility and responsiveness, Agentic AI enables logistics firms to orchestrate complex operations, adapt quickly to disruptions, and anticipate issues before they occur, ultimately enhancing both agility and customer satisfaction
The Indian logistics industry today faces significant challenges in achieving hyper-personalisation due to fragmented data systems, inconsistent real-time tracking, and limited customer interaction capabilities. These issues lead to clunky customer experiences that lack any form of tailored communication, eventually failing to meet individual preferences. This erodes customer loyalty in a competitive market and causes a lot of frustration for customers.
AI Agents address these challenges by leveraging real-time data analytics to deliver hyper-personalized experiences. They analyze customer behavior, preferences, and delivery patterns to offer tailored solutions, such as optimized delivery windows or proactive status updates. AI-driven personalization can improve customer satisfaction by 30% in logistics operations. Additionally, 65% of logistics firms cite poor data integration as a barrier to personalized customer experiences, underscoring the need for advanced AI solutions.
AI Agents coordinate multiple AI systems to deliver real-time, customer-specific solutions, such as predicting preferred delivery times or customizing communication channels. For transport industry leaders, adopting these tools is critical to gaining a competitive edge, as personalized experiences drive customer retention and market share. A personalized supply chain is a key driver of innovation. It’s why in 2025, 70% of logistics firms are prioritizing customer satisfaction through tailored services.
It’s found that over 60% of logistics companies plan to invest in AI to enhance customer-centric services, reflecting industry recognition of AI’s potential. Maureen Chong, RVP Asia & India, Zendesk believes that purpose-built CX tools integrating a swarm of AI Agents to offer agile and hyper-personalised experiences are the optimal investment for Indian logistics companies.
As the Regional Vice President, Asia and India at Zendesk, Maureen leads the go-to-market teams and driving strategic growth in the Asia and India markets. Armed with over 20 years of solid experience in the IT industry, she has an impeccable track record in helping companies of all sizes transform their CX strategy and operations by embracing advanced technologies including Artificial Intelligence.
Prior to Zendesk, Maureen had eventful stints at top IT orgainizations such as Akamai, SAP, Oracle and IBM in various capacities. Maureen holds a Computer Engineering degree from Nanyang Technological University and a Masters in Business Administration from the National University of Singapore.
In an exclusive chat with SME Channels, Maureen discusses in detail how AI Agents are revolutionizing hyper-personalization in Indian logistics. She unravels the reason why the logistics sector in India falling back in adopting Agentic AI; why hyper-personalization is the need of the hour; the best options for logistics providers; how purpose-built CX platforms can help the logistics industry deliver hyper-personalization at scale; how logistics players can achieve ROI on Agentic AI investments; and much more. Edited Excerpts…
How do you see the potential for agentic AI to impact the Indian logistics sector, and what are the key opportunities and challenges facing its adoption?
The Indian logistics sector is undergoing rapid digital transformation, driven by e-commerce growth, rising expectations for real-time delivery visibility, and regulatory initiatives like the National Logistics Policy. Agentic AI – AI that can understand context, act autonomously, and collaborate with humans – offers a significant opportunity to improve supply chain visibility and responsiveness.
These intelligent agents enable logistics firms to orchestrate complex operations, adapt quickly to disruptions, and anticipate issues before they occur, ultimately enhancing both agility and customer satisfaction. Well-designed AI agents are able to fetch real-time data from every touchpoint, enabling timely, context-aware decisions while delivering exceptional customer experiences. Real-time responses, precise order tracking, and proactive engagement build long-term loyalty.
Yet, business leaders typically face challenges integrating agentic AI with legacy systems and ensuring secure, unbiased decision-making in environments that often struggle with fragmented or incomplete data. Leaders who focus on robust data governance, clear change management, and measurable business impact will be the ones to realise the full promise of agentic AI in the years ahead.
“By relying on a purpose-built solution like Zendesk AI, companies benefit from seamless access to the latest AI capabilities and best practices, without having to shoulder the burden or expense of staying up to date. “
-Maureen Chong, RVP, Asia and India, Zendesk
In the build v/s partner v/s buy conundrum regarding AI Agents, what option is best for logistics providers and why?
Choosing whether to build, partner, or buy depends on each organisation’s resources, pace of growth, long-term business goals, and customer needs. For logistics companies under pressure to modernise quickly—especially those with tight budgets or limited tech capacity—adopting a ready-to-deploy solution offers immediate operational value and reduces complexity. Companies with greater internal resources or highly unique operational needs may benefit from co-development or custom builds, which, while potentially more tailored to their needs, tend to demand more time and investment.
One of the key advantages of ready-made solutions is that ongoing product support, innovation, compliance and updates are externally managed. This is especially critical in the realm of AI, where new large language models and advancements are launching rapidly, and the cost and effort of constant retraining, integration and testing can be significant. This allows logistics companies to focus on their core business, while relying on their technology provider to proactively deliver new features, maintain regulatory alignment, and resolve technical issues as they arise. By relying on a purpose-built solution like Zendesk AI, companies benefit from seamless access to the latest AI capabilities and best practices, without having to shoulder the burden or expense of staying up to date.
How can purpose-built CX platforms help the logistics industry deliver hyper-personalisation at scale?
The logistics sector encompasses a diverse ecosystem–from shippers and carriers to suppliers, partners and end customers–each with their own expectations and operational needs. Purpose-built CX platforms help logistics providers scale hyper-personalisation by integrating with key systems, aggregating relevant stakeholder data, and enabling context-aware communications and support.
When robustly implemented, these platforms can personalise interactions for every stakeholder—offering real-time updates to shippers and carriers, automated notifications for drivers or suppliers, and tailored information for end recipients. Intelligent, AI-driven workflows further allow logistics companies to adapt their support and communications based on each stakeholder’s history, preferences, and role within the supply chain. For example, AI agents can handle complex queries autonomously, escalate when needed, and continuously learn from each interaction to improve resolution quality over time.
These platforms can also provide human agents with rich context from past interactions, preferences, and issue history, ensuring faster, more relevant responses. Real-time performance monitoring and customer insights make it easier for businesses to refine both agent behaviour and service design on the fly. By supporting a wide range of digital channels and equipping agents with actionable insights, purpose-built CX platforms make it possible to deliver highly personalised, timely service across the logistics network—even as relationships and demands grow more complex.
Besides hyper-personalisation, how else can AI Agents be deployed in the logistics industry for CX?
AI agents are changing how logistics teams handle customer experience across the supply chain. When key systems are connected, the AI agent can access data from multiple sources—shipment updates, past queries, and partner contacts—and present it in one place. This gives teams the context to resolve issues quickly and coordinate efficiently, especially during high volumes or tight deadlines.
AI agents can also proactively detect unusual patterns or potential disruptions, like delayed shipments or supply chain bottle necks. Instead of waiting for manual intervention, the AI agent can notify the impacted stakeholders, recommend actions, or even trigger automated responses. By analysing large volumes of interactions over time, these intelligent systems can also uncover trends and critical customer insights–helping logistic companies streamline workflows, strengthen collaboration, and identify new opportunities or emerging risks before they impact operations.
Embedding these capabilities enables Indian logistics businesses to shift from firefighting to proactive, coordinated service—improving reliability not just for end customers but across their partner and supplier networks as well. In an industry marked by constant movement and scale, such agility and foresight offer a clear edge.
For logistics companies thinking about streamlining CX, where do they begin?
Start by mapping the experience across all critical stakeholders–not just end customers, but also shippers, suppliers, and partners. Identify the key touchpoints that matter to each group, such as shipment updates for partners, invoicing and documentation for suppliers, and delivery communications for consignees. This holistic mapping reveals where processes or communications break down, identifying where to focus improvement efforts. Whether it’s automating status updates, simplifying documentation, or improving response times, starting with a broad stakeholder journey map ensures CX strategies deliver value across the logistics ecosystem.
How can logistics players achieve ROI on agentic AI investments?
Delivering ROI from agentic AI investments in logistics starts with a strategic focus on the processes where automation will have the greatest measurable impact. Companies see the strongest returns when they deploy AI to high-volume and repetitive tasks—such as standard customer queries, shipment tracking, or booking management—where automation can resolve up to 80% of customer conversations. This not only reduces ticket volumes and boosts productivity but also drives significant cost savings, including avoided headcount, and allows resources to be redirected toward more complex, relationship-driven work that AI cannot yet manage.
Strategic integration of agentic AI also removes bottlenecks in service and communication, leading to faster resolution times and greater efficiency across the supply chain. Choosing solution providers who offer outcome-based pricing further supports ROI, as it keeps costs directly in line with successful resolutions and business outcomes, rather than just activity or ticket volume.
While these transformations represent a new frontier in digital operations, the outlook is positive. Recent research by McKinsey on generative AI in the logistics industry finds that 65% of business leaders expect these technologies to deliver more value than previous digital initiatives, and a similar share feel energised about their potential. With a thoughtful and focused approach, logistics companies are well placed to unlock meaningful and measurable returns from their agentic AI investments.
