Products
“We selected HappyRobot as a partner because of their robust technology, deep industry knowledge, and engineering teams that accelerated our speed to value and unlocked untapped potential for our operations.”
Lance Malesh.
Global’s President and CEO
About MODE Global
MODE Global is one of the nation's largest non-asset logistics providers, operating from Dallas with a national network spanning dozens of offices across the United States and Mexico. The company manages a vast carrier network and handles hundreds of thousands of loads each year, connecting shippers to capacity across truckload, LTL, intermodal, and expedited freight. MODE's carrier sales team sits at the center of the business, fielding inbound calls, negotiating rates, vetting carriers, and booking freight at scale, every day.
Opportunity
Carrier sales is the engine of a freight brokerage, but it is also one of its most manual and labor-intensive functions. Every day, MODE's carrier sales reps fielded a high volume of inbound calls from carriers looking to move loads. And every call required human time to answer, even the ones that went nowhere.
A meaningful share of inbound volume came from carriers who couldn't move the specific load they were calling about: wrong equipment type, missing authority, or incomplete compliance documentation. Fraud risk compounded the problem. Increasingly sophisticated bad actors were probing the network, and manual screening couldn't keep pace. Reps were triaging calls that should never have reached them, and the highest-value interactions, rate negotiation, relationship-building, booking, were paying the cost.
The math was simple: at MODE's scale, even a modest reduction in non-value-added call handling would save the team thousands of hours each year. The harder question was how to do it without degrading the carrier experience on which MODE's business depends.
Solution
MODE Global selected HappyRobot after evaluating the emerging field of AI vendors in freight. What differentiated HappyRobot wasn't marketing, it was the combination of technical depth, logistics domain knowledge, and a team willing to embed and build alongside MODE rather than hand off a
packaged product.
The partnership began with inbound carrier sales: the highest-volume, highest-friction workflow on the floor. HappyRobot's voice AI picked up inbound calls, presented load information, and initiated the vetting process before a human ever had to engage. Carrier authentication combined with third-party data integrations with MODE's own proprietary carrier classifications, allowing the system to apply intense scrutiny to fraud detection automatically and invisibly, without slowing down the carriers who were
legitimate.
The results came quickly. First-response times dropped to zero: every inbound call was answered immediately, regardless of volume. Answer rates hit 100%. Early lane negotiations showed the foundations for improved margin performance. The proof of concept worked. And the trust built during that initial phase became the foundation for everything that followed. HappyRobot's team operated as an extension of MODE, embedded with technical and operations teams, iterating quickly, and satisfying both the speed requirements of a fast-moving brokerage and the compliance requirements of a large enterprise. "Operating as an extension of the MODE Global team" wasn't a sales pitch. It was the actual working model.
The Bigger Story
MODE didn't deploy AI to run an experiment. They deployed it to change how the business operates. The framing from the start was about enabling the MODE team to do more, book more, build better carrier relationships, and focus human energy on the judgment-intensive work that AI hasn't learned yet: exception handling, strategic decision-making, and the relationship dynamics that determine whether a carrier comes back.
That framing shaped the product. In each workflow, AI autonomy covers the standard flows. Human time goes to the most critical challenges. The digital workforce doesn't compete with the team; it extends it, handling volume so the team can handle everything else.
What are AI workers' execution capabilities
The proof-of-concept validated the model. The roadmap now moves toward scale. Next phases include tightening the integrations built during the POC, enabling more real-time data flow, and expanding AI workers' execution capabilities as trust in the system grows. Outbound carrier sales are a priority: AI agents proactively source capacity across MODE's carrier network, not just responding to inbound volume. Track and trace is next in line, applying the same automation logic to load monitoring, ETA confirmations, and exception management across thousands of active shipments. Expansion across all MODE offices is also underway. What worked in the pilot environment becomes the standard operating model, with a comprehensive digital workforce executing at scale and feeding real-time data back to the people making the decisions that matter.