AI Helps Fleets Automate Routine Tasks, But Workforce Concerns Remain

Fleets are increasingly turning to artificial intelligence (AI) to automate routine tasks and streamline operations. According to industry leaders who spoke at The AI Summit in Pittsburgh on September 23rd, carriers are using AI agents to handle customer service inquiries, analyze costs, schedule appointments, and perform other time-consuming work that previously required significant staff time. This shift is not only aimed at improving efficiency but also at freeing up employees from mundane tasks so they can focus on higher-value activities such as planning and analysis.

The technology is being deployed across various functions including dispatch, maintenance, and back-office operations. In the case of Pitt Ohio, a top 100 for-hire carrier in North America, AI has been used to automate email responses, which have seen a significant reduction from 15 minutes to just one second. The company’s AI agent, nicknamed ‘Nate’ or No-Touch Email, handles customer service inquiries from start to finish with an accuracy rate of over 99%.

Pitt Ohio also uses computer vision tools to support costing studies, which can now be completed in about 10 minutes compared to nearly an hour previously required. Analysts are essentially acting as auditors of AI, verifying the accuracy and reliability of its outputs. This shift is not only aimed at improving productivity but also at reducing costs associated with manual labor.

The same trend is observed in maintenance operations where AI can streamline workflows by interpreting fault codes, checking warranty status, verifying parts availability, and scheduling shop visits. According to Vered Mandelboum Josef, CEO of Questar Auto Technologies, this area presents a classic opportunity for AI to make a significant impact on efficiency.

However, industry leaders also emphasized the importance of addressing workforce concerns as fleets introduce automation. About 50% of employees are reportedly terrified by the prospect of being replaced or having their roles diminished. Mandelboum Josef stressed that companies must ensure that employees feel empowered and elevated in their professionalism rather than threatened by AI.

Ahmad Kakar, CEO of Euclid AI, noted that while carriers can gain a competitive advantage by moving early to adopt AI technology, they should do so with caution. He predicted new positions will emerge as a result of automation, including an ‘agent operations manager’ responsible for overseeing and tuning fleets of AI agents.

The panelists agreed that carriers should move quickly but deliberately in adopting the technology. Mark Wang, AI Director at Pitt Ohio, cautioned against going too slow, stating that it is worse than moving too fast. He encouraged fleets to begin with realistic use cases that can produce internal success stories and build organizational confidence.

Industry leaders also emphasized the importance of employee buy-in when introducing automation. As Kakar noted, ‘no company has a lock’ on AI yet, implying that there are still opportunities for innovation and differentiation in this space. The panelists urged carriers to pursue realistic projects while shifting employees toward oversight, planning, and exception management.

Automation is already changing the dispatcher’s role, reducing administrative work and allowing employees to spend more time on higher-value activities such as planning and analysis. As Mark Hill, CEO of PCS Software, noted, ‘we’ve been able to take a lot of their busy work off of their plate.’ This shift not only improves productivity but also reduces employee burnout.

The industry’s biggest transition is from AI copilots that assist workers to systems that execute complete workflows. Kakar pointed to appointment scheduling and document processing as areas increasingly suited for automation. However, he emphasized the importance of human judgment in these processes, predicting new positions will emerge to oversee and tune fleets of AI agents.

The panelists agreed on the need for a balanced approach when adopting AI technology. They encouraged carriers to move quickly but deliberately, starting with realistic use cases that can produce internal success stories and build organizational confidence.