Worldwide Express agents close 10,000 freight billing exceptions a week and cut the backlog 75%

What the agent did

• Split the work across three specialized agents, each with its own prompt, tools and carrier knowledge base
• Started with a person approving every recommendation in the existing app; once accuracy passed 99%, bulk approval became the default
• Reached over 40 carriers in six months and now close about 10,000 exceptions a week, roughly half of them, with under 1% errors
• Went from assessment to production in less than 6 months

What it means for you

• Begin with human approval on each agent recommendation and set an accuracy bar, here 99%, before moving to bulk approval.
• Give each exception type its own agent and knowledge base instead of one general agent with every tool.
• Measure the money tied up, not just tickets closed: the cash locked in open exceptions is what made this business case.

Why it matters

As reported, open exceptions fell from $15M to $4M in six months, freeing $10M of cash once, with over $1M in yearly savings and time-to-cash four weeks shorter. About 14 percent of freight invoices fail the standard match, so this is a large, repetitive queue where agents with an approval step fit well.

Figures as reported in an AWS blog post co-written with the customer; the page gives about 50 percent in one place and more than 40 percent in a customer quote for the share automated.