Introduction to the PortPro AI Chat Agent

1.1. What is the AI Chat Agent?

Welcome to the PortPro AI Chat Agent – an intelligent, conversational virtual assistant integrated directly into the PortPro platform. Designed to streamline workflow, the AI Chat Agent allows quick access to critical information about drayage operations, retrieval of real-time data on loads, containers, and billing, and even updates to certain information, all through simple, natural language questions and commands. Think of it as having an expert assistant available 24/7 to help navigate the complexities of PortPro data efficiently.

This agent leverages advanced Artificial Intelligence (AI) and Natural Language Processing (NLP) to understand requests and interact with PortPro's backend systems through secure APIs, ensuring accurate and timely information.

1.2. Who is this Guide For?

This comprehensive user guide is designed for all users of the PortPro AI Chat Agent, with a special focus on Customer Service Representatives (CSRs), dispatchers, operations managers, and finance personnel. Whether a first-time user or an experienced power user, this guide provides the knowledge needed to use the agent effectively, understand its capabilities and limitations, and troubleshoot common issues.

CSRs, in particular, will find detailed scenarios and tips tailored to daily tasks such as answering customer inquiries, tracking shipments, and resolving issues quickly.

1.3. Key Benefits by Role

For CSRs:

• Faster Response Times:
  Instant retrieval of load statuses, container locations, appointment details, and invoice information to answer customer queries without navigating multiple screens.
• Increased Accuracy:
  Access to real-time data directly from the PortPro system, reducing the chance of errors from manual lookups.
• Improved Efficiency:
  Ability to handle more inquiries and resolve issues faster, improving overall customer satisfaction.
• Empowerment:
  Quick access to a wealth of information, enabling more comprehensive customer support.
• Enhanced Information Sharing:
  Email tables of data directly to customers without switching applications.
• Improved Organization:
  Manage multiple customer conversations with chat history and search functionality.
• Better Customer Service:
  Use suggested prompts to quickly access common information requests.
• Data-Driven Responses:
  Provide customers with accurate reports based on real-time calculations.

For Dispatchers:

• Quick Driver & Load Assignment Info:
  Easily check driver availability, current assignments, and loads needing dispatch.
• Real-Time Tracking:
  Immediate updates on load progress and equipment status.
• Efficient Problem Solving:
  Quick identification and resolution of potential issues like LFD warnings.
• Streamlined Data Sharing:
  Download and email load and driver assignments to team members.
• Improved Conversation Management:
  Maintain separate conversations for different operational topics.
• Enhanced Reporting:
  Generate and share quick calculations and reports on operational metrics.

For Operations Managers:

• Operational Overview:
  Quick counts and summaries of loads, containers, and other key metrics.
• Identify Bottlenecks:
  Easily query for loads on hold or containers nearing per diem to proactively manage operations.
• Data Export Capabilities:
  Download operational data for offline analysis and reporting.
• Enhanced Reporting:
  Generate quick calculations and reports on key operational metrics.
• Improved Information Sharing:
  Email reports directly to team members or stakeholders.

For Finance Personnel:

• Rapid Invoice Lookups:
  Check invoice statuses, amounts, and due dates instantly.
• Streamlined Collections Prep:
  Quickly filter open invoices by customer or amount.
• Enhanced Reporting:
  Generate financial reports with calculations directly in the chat.
• Improved Data Sharing:
  Download invoice data as CSV files for further analysis.
• Streamlined Communication:
  Email invoice details directly to customers or team members.