Trinity Logistics now lets AI answer most carrier calls and book loads. The company says margins rose 25% on those bookings while platform costs fell 40%.
Trinity Logistics, a freight broker, now has an AI system answer most of the phone calls from truck carriers and book the loads for them. The company says margins on those automated bookings are 25% higher. It also says platform costs fell 40% after it moved the work in-house. The tool is ElevenAgents, from ElevenLabs.
Carriers often call a broker about a load posted on an industry job board. At Trinity, an AI agent now takes those calls. It negotiates the rate and books the freight within limits Trinity sets. The carrier can finish the whole booking without talking to a person. Trinity handles about 30,000 inbound carrier calls a month, and the AI now takes an estimated 60 to 70 percent of them.
Trinity had already automated these calls through an outside provider. As call volume grew, that service threatened to become too expensive. So Trinity went directly to ElevenLabs and built the setup itself.
The company says the in-house version gave it more control. Changes to the agent's prompts and behavior used to take a multi-week vendor cycle. Now Trinity's own engineers can adjust them quickly based on feedback. The agent also connects directly to Trinity's transportation management system, the software it uses to run its shipments.
Kimberley Pant, Director of After-Hours Operations, leads a remote team of seven. On a typical Saturday the team used to field 500 to 600 inbound calls. Today it is closer to 120.
Trinity moved teams over one at a time and watched feedback for a week before starting the next. Its goal was for operations staff not to notice the switch. By its account, they did not.
This story comes from ElevenLabs, which sells the product, so the numbers are the vendor's account. The material does not say what the 25% margin gain is measured against. It also gives no dollar figures. Trinity says it may next use AI to filter incoming calls and to build a customer support agent for repeat questions.
If outside vendor fees grow with your call volume, check whether a tool you control costs less and lets you adjust faster.
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