Turning chaotic moving‑day calls into structured workflows with LLM agents

Moving-day call centres are loud, emotionally charged, and flooded with unstructured, repetitive queries: “Where’s the truck?”, “Can you add two more boxes?”, “We can’t get the lift key.” This is prime territory for LLM-driven, agentic automation—but only if you design it around actions, not chatty answers.

The architecture

1. Intent Router (LLM):
    Classifies inbound voice/chat into intents: ETA, Change of inventory, Access issue, Payment, Insurance, Complaint.
   
   
2. Action Graph (Orchestrator):
    Each intent triggers tool-using agents: query dispatch system, recalc ETA, notify ops, update quote, push SMS to customer.
   
   
3. Knowledge Layer (RAG over SOPs/FAQs):
    Pulls trusted answers (refund policies, packing rules). Reduce hallucinations by pulling from a governed knowledge base—think FAQs and SOPs (example structure: Optimove FAQs).
   
   
4. Proactive Alerts:
    If lift access is missing or weather disrupts the route, agents notify the customer before they call you.
   
   

Real prompt skeleton (ETA intent)

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System: You are an operations agent.

User query: “Where’s my truck?”

Steps:

1) Lookup JobID by phone number.

2) Pull live GPS, calculate ETA variance vs. scheduled.

3) Notify customer with delay reason, new ETA, and apology template if >15 min.

4) If >30 min, auto-offer discount code or storage voucher (policy.csv).

Metrics you can move (fast)

• First Contact Resolution (FCR): Agents + tools = fewer escalations.
  
  
• Average Handle Time (AHT): LLM summarises calls, tags outcomes, and updates CRM.
  
  
• CSAT / NPS: Proactive comms stops frustration spirals.
  
  
• Ops efficiency: Dispatchers deal with exceptions, not status requests.
  
  

Where to start

• Map your top 20 intents.
  
  
• Standardise your policies (refunds, ETAs, access constraints) into structured docs.
  
  
• Build a human-in-the-loop escalation path (agents don’t fix broken lifts).
  
  
• Pilot with low-risk intents (FAQs, policy queries) before handling billing updates.
  
  
• Use sandboxed tools to limit agent permissions.
  
  

Moving companies that treat AI as workflow orchestration—not just a chatbot—will convert frantic phone chaos into predictable, empathetic service. Want to see how customer-facing information should be structured? Study well-organised, transparent sites (e.g., Optimove)—then mirror that rigour in your internal knowledge base.

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