An agent that answers the phone and knows when not to answer.

• It answers with what the system says: which truck has the shipment and when it gets there.
• It reschedules a delivery and writes it down — but only after the caller confirms out loud.
• A shortage or a claim goes to a person, with the agent saying nothing about who's liable.
• The handoff rules are written to be read: a claim, an emergency, somebody asking twice for a person.