"What sets this partnership apart is that we didn't buy a product off the shelf. We co-built a multi-agent system purpose-built for our operations."
SVP AI & Data Science, WWEX Group
Arjun Srinivasan
About WWEX Group
WWEX Group is one of the largest freight brokers in the United States and the second-largest privately held freight brokerage in the country. Operating from Dallas headquarters with over 50 offices across the U.S. and Mexico, WWEX Group manages tens of thousands of carrier relationships and hundreds of thousands of loads annually.
Following multiple acquisitions, leadership consolidated operations with a mandate to modernize and lead. Rather than cutting costs during market downturns, the team invested in AI to build efficiency for future growth.
Challenge
The manual workload was substantial: carrier sales reps fielded hundreds of inbound calls, track-and-trace teams manually monitored thousands of monthly shipments across every stage, and exceptions scattered across emails, Teams threads, and personal spreadsheets.
"The goal was never to remove people. It was to make them superhumans."
VP of Truckload, WWEX Group
Brian Andalman
The team needed a partner to handle high-volume, repetitive work while preserving human judgment for relationships and escalations.
Solution & Partnership
After evaluating vendors, WWEX Group selected HappyRobot based on impressive real-time AI adaptation during a live carrier call demo and the vendor's willingness to co-build custom solutions rather than deploy off-the-shelf products.
The teams focused on track-and-trace — high-volume, repetitive, and mission-critical work. After an initial approach didn't align with customer characteristics, they regrouped. Breaking the load lifecycle into six distinct stages with two-week sprint milestones, HappyRobot delivered all six agents live in six weeks.
Impact
Six AI agents now automate the load lifecycle across thousands of monthly loads, handling dispatch confirmation, pickup arrival and departure, in-transit monitoring, delivery milestones, and proof-of-delivery collection.
"In the first full month of all six agents running, HappyRobot completed 50,000 tasks. One human doing the same work would have done 5,000. That's a 10x multiplier."
VP of Truckload, WWEX Group
Brian Andalman
A custom-built interface with real-time TMS data provides full observability across the load lifecycle. Track-and-trace staff shifted from reactive call-taking to exception management, enabling the team to scale operations across 120 users in carrier sales, track and trace, and customer success.
"Having a one-stop shop to see what's happening throughout the life cycle of every load, that's the difference between reactive and proactive."
VP of Truckload, WWEX Group
Brian Andalman
What's Next
Expansion continues into new business areas, with additional teams requesting AI implementation.