What changed
Worldwide Express, part of ShipStation Global, implemented a multi-agentic AI solution using Amazon Bedrock to automate freight exception resolution. The system integrates directly with their transportation management system, SpeedShip, to reduce manual processes and improve cash flow.
What this means in practice
Worldwide Express faced challenges with over 14% of invoices failing standard three-way matches, leading to exceptions that required manual resolution. The new AI solution routes exceptions to three specialized agents: Invoice Matching, Pricing Variance, and Accessorial Validation. Each agent handles specific types of billing disputes by accessing carrier-specific knowledge bases and applying rules to resolve issues. The system generates plain-language notes explaining resolutions and connects to SpeedShip through the same APIs used by analysts, ensuring consistency in workflow.
Limitations and availability
The solution is currently deployed across over 40 LTL carriers, with agents resolving approximately 10,000 exceptions weekly, achieving a less than 1% error rate. The agents operate on Amazon EC2 with Auto Scaling and use Amazon Bedrock for model inference. Carrier-specific billing rules and policies are stored in knowledge bases, allowing the same three agents to handle all carriers without carrier-specific code. Human-in-the-loop approval is still required, though bulk approval became the default after accuracy exceeded 99%. The solution is available in regions where Amazon Bedrock models are supported, as detailed in the Supported models by AWS Region documentation.
