A website chatbot for instant shipment tracking, freight quotations, and one-click handover to live agents in Microsoft Teams
GWC Live Chat is a conversational assistant on the GWC website that gives customers instant answers around the clock. A menu-driven flow handles the most common requests — shipment tracking by booking ID, way bill, or container number with live status and route milestones, and ocean freight quotations by cargo type. When a conversation needs a human, the bot escalates to the freight sales team: the full transcript is posted to a Microsoft Teams channel, where agents get notified and can join the chat in one click.