CoDriver now supports inbound voice calls from carriers. It can identify and qualify carriers, look up loads, share load details, collect quotes, and transfer calls when appropriate. This reduces repetitive inbound volume while capturing quotes.
How does CoDriver Voice work?
Voice Call Flow
Call Handling: CoDriver answers inbound calls made to the phone number listed on posted loads.
Call Categorization: Recognizes if a call is a load inquiry; if not, it transfers to the escalation number.
Carrier Identification: CoDriver asks for the carrier’s MC number and attempts to match it. If a match can't be found, CoDriver will retry, then offer to transfer.
Carrier Qualification: CoDriver checks your brokerage's compliance tool to verify eligibility.
Load Lookup
If the carrier mentions an Origin and Destination, CoDriver searches for matches.
If multiple matches exist, CoDriver selects the one with the earliest pickup time.
If the carrier says it’s the wrong load, CoDriver asks for a Reference ID.
If the load still can’t be found, CoDriver asks if they want to look for the load again or transfer to the load owner
If the load is already covered, CoDriver informs the carrier and invites them to call back with a different request.
Quote Handling
Quote Collection: CoDriver will determine if a Carrier is allowed to Quote. If they are set to "No Dispatch", then the carrier will hear that they are not qualified and cannot be worked with, and CoDriver will hang up the call.
Rates:
Book Now
CoDriver will share the Book Now rate set for the load as the asking price.
If the Book Now rate is set, we will transfer quotes that are at or below the Book Now rate and quotes that are no more than 30% or $250 above the BN rate, whichever is lower.
Max Rate
If a Max Rate is set for the load, CoDriver can be configured to compare the quote and apply your transfer policy. In other words, if a quote is at or below the max rate we will transfer, if not we will store the quote.
Transfer Logic
CoDriver transfers when:
A quote meets the brokerage's transfer conditions
The carrier asks to speak with a human
Carrier or load cannot be identified
Note: Carrier MC is included in the transfer to speed up rep workflows.
Custom Persona
Customers can configure the voice (5 options available today) and name of their CoDriver agent.
Note: By default the voice will be configured as Brady, a male persona
Visibility & Data
Quotes appear in the Quotes tab and as Direct Matches.
All calls are logged in the CoDriver tab (you can use the phone filter to find them more easily).
How do I enable CoDriver Voice for my brokerage?
To enable CoDriver Voice for your brokerage, please reach out to your Customer Success Manager. They will promptly assist you in getting setup with CoDriver Voice.
FAQs
1. What if a carrier says “I’m calling about a load” but doesn’t give specifics?
CoDriver will prompt for clarification. If the load can’t be identified after follow-up, CoDriver will offer to transfer the call.
2. Can CoDriver handle different accents or noisy call environments?
Yes, it’s designed to handle a variety of accents. However, background noise or poor audio quality (e.g., speakerphone, truck noise) may reduce accuracy. In unclear cases, CoDriver will offer to transfer.
3. What happens if required load info (e.g., appointment windows or weight) is missing?
CoDriver will answer questions based on the data available. If it can't respond due to missing fields and the carrier asks something specific, CoDriver will escalate the call to a rep.
4. What if my brokerage doesn't use Book Now or Max Rate?
CoDriver will still collect quotes but won’t present a reference price or transfer based on thresholds.
5. Can CoDriver handle multiple load requests in one call?
No, CoDriver supports one load inquiry per call. If the carrier brings up a second load, CoDriver will switch to referencing that load.
Any other questions? Did we miss something? Please don't hesitate to reach out via the chat button in the lower right corner of this page, or reach out to our e-mail support@parade.ai