Driver Communication & Support
Purpose
Provide always-on, language-appropriate assistance across the trip, resolve issues before they become misses or disputes, and capture verified driver acknowledgments with a complete, immutable audit trail.
This module eliminates communication gaps, reduces driver frustration, and ensures critical information reaches drivers in their preferred language with documented acknowledgment.
Minimum capabilities
24/7 live coverage in the driver's preferred language for ≥90% of active drivers (rolling 30 days); for other languages, engage an interpreter or bilingual agent within ≤5 minutes (P90).
Voice P90 ≤60s; Messaging (SMS/app) first response P90 ≤3 min.
Verify driver ID + last-4 phone or app token + load reference before discussing load details.
Verified delivery and driver acknowledgment recorded for any plan change (digital or logged verbal).
Every interaction creates/updates a ticket (who/what/when, media, outcome), with severity codes (P0/P1/P2) and timers.
Voice, SMS, WhatsApp/WeChat where relevant, in-app, email; skills-based routing by language/tier; QA scorecards and weekly coaching; same-day callbacks P90 ≤15 min for missed calls.
Sentiment detection and auto-summaries; knowledge-base suggestions; post-mortems on P0 incidents.
Inputs
- Driver roster: Preferred language, verified contact methods, communication preferences
- Trip data: Plan changes, visibility events, exception alerts
- Facility contacts: Shipper/receiver information, appointment details
- Operational data: Runbooks/SOPs, escalation procedures, SLA tiers
- Historical data: Previous interactions, driver preferences, issue patterns
Outputs & KPIs
Primary outputs
- Interaction tickets: Complete audit trail with artifacts and outcomes
- Driver acknowledgments: Verified delivery confirmations for plan changes
- Broadcast notifications: Mass communications with deliverability tracking
- Escalation alerts: P0/P1 incidents requiring immediate attention
Key Performance Indicators
| KPI | Definition | Target | Measurement |
|---|---|---|---|
| Answer time (voice) | Time to first agent response | P90 ≤ 60s | Telephony logs |
| First response (messaging) | SMS/app first response time | P90 ≤ 3 min | Messaging platform |
| Language coverage | % drivers served in preferred language | ≥ 90% | Rolling 30-day calc |
| First-contact resolution | % issues resolved in single interaction | ≥ 70% | Ticket analysis |
| CSAT score | Driver satisfaction rating | ≥ 4.5/5 | Post-interaction surveys |
Interoperability
This module SHOULD integrate with:
- Telephony/CCaaS: Call routing, recording, analytics platforms
- Driver apps: In-app messaging, push notifications, status updates
- Dispatch systems: Load assignments, plan changes, exception handling
- Translation services: Real-time interpretation, multilingual support
- Identity/SSO: Driver authentication, role-based access control
- Data warehouse: Interaction analytics, performance reporting
What's new vs legacy
Traditional driver communication relies on personal phones, ad-hoc texting, and dispatcher availability. FSO driver support provides structured, multilingual assistance with documented outcomes. Key differences: SLA-driven response times replace best-effort availability, verified acknowledgments eliminate "he said/she said" disputes, and complete audit trails support compliance and dispute resolution.
Compliance notes
Evidence requirements:
- Interaction logs with language tags (retain 12+ months)
- Driver acknowledgment records with timestamps
- Consent artifacts for recording/data processing
- Agent certification and training records
- SLA compliance reports and exception documentation
Privacy considerations: Minimize PII collection, implement role-based access, maintain immutable audit logs, and follow jurisdiction-specific recording consent requirements.