AI Broker Calling Built Into X-TMS
BrokerReach is part of the X-TMS platform — your dispatchers stop waiting on hold while loads get booked in the background.
Why dispatchers lose half their day to the phone — and how X-TMS fixes it
A typical freight dispatcher places between 60 and 120 phone calls to brokers every shift — searching for loads, negotiating rates, confirming pickups. The average hold time runs 4–8 minutes per call. The math is brutal: half the workday disappears into a phone queue.
Worse, the calls are repetitive. Same script, same questions, same data points: where, when, what, how much. A dispatcher's expertise is wasted reading load details to a voicemail.
BrokerReach automates the entire outbound calling workflow. Real phone calls, natural-sounding voice, broker responses captured live — your dispatcher just sees confirmed loads appear in their queue.
How it works
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1
Configure your outbound criteria
Set the lanes, equipment, rate floor, and brokers BrokerReach should target. Approve a daily call budget and time window.
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2
BrokerReach scans available loads
Integrated with DAT and major load boards. Loads matching your criteria are queued for calling.
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AI places real broker calls
Natural-sounding voice synthesis reads load specs, asks about availability, rate, and pickup window. Broker responds via keypad or natural language — both captured.
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4
Confirmed loads land in your dispatch board
Every confirmed load drops into your dispatch queue with full call recording, transcript, and broker response metadata attached. Your dispatcher reviews and assigns.
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Full audit trail for every call
Recording, transcript, broker phone number, timestamp, and outcome stored per call. Searchable. Compliance-ready.
By the numbers
What's included
- Real outbound phone calls (not browser-only chat) via Twilio voice infrastructure
- Natural-sounding TTS with multilingual support
- Broker DTMF (keypad) response capture for fast load confirmations
- Natural-language response capture with intent extraction
- Per-call recording stored with searchable transcripts
- Automatic load creation in X-TMS upon confirmation
- Configurable call budget and time-window controls
- Integrated with DAT and major load boards for load sourcing
- Dispatcher notification on each confirmed load
- Full compliance audit trail for every call
Best fit for
Replace half-day phone shifts with focused dispatch work — usually pays back within 30 days.
Cover more lanes simultaneously without adding dispatcher headcount. Scales from a handful of trucks to 5,000+ on a single tenant.
Get back to driving while AI finds your next load.
Same engine works in reverse — call carriers about posted loads.
What to expect during rollout
Most teams underestimate the people-and-process work that surrounds any new technology. BrokerReach is technically straightforward to switch on, but a smooth rollout still benefits from a short coordinated effort across dispatch, IT, and ownership. Below is what we typically see in successful deployments.
Week 0 — Stakeholder alignment
Identify a single internal owner for the rollout. Confirm the metric you intend to improve (calls placed per day, hours saved per dispatcher, load-to-driver lead time, settlement cycle time — whichever applies). Align ownership, dispatch leads, and any affected drivers on what's changing and why. This step takes one or two short meetings, not weeks.
Week 1 — Pilot setup
Connect BrokerReach to a narrow scope first — one dispatcher, one lane, or a subset of customers. Validate that the integration behaves as expected on your real data. Capture any edge cases your operations have that the standard configuration didn't anticipate. X-TMS support is available throughout this phase.
Weeks 2–4 — Scale up gradually
Expand to more dispatchers, more lanes, or higher volume. Most teams scale to full production within 2–4 weeks of the initial pilot. Track the metric you committed to in Week 0; it's the honest signal of whether the deployment is doing what you bought it for.
Ongoing — Iterate
Review BrokerReach performance monthly with your team for the first quarter. Tune configuration (criteria, thresholds, weights) based on what's working and what isn't. This is normal — every AI-driven workflow benefits from a few iterations as it learns your specific operation.
Common pitfalls to avoid
Skipping the pilot. Teams that try to flip the switch globally on day one tend to discover edge cases at the least convenient moment — under live operational load. A one-week pilot prevents this.
No defined success metric. If you can't articulate what "good" looks like, you won't know whether the deployment succeeded. Pick one number and track it.
Treating AI as a black box. BrokerReach provides reasoning behind every recommendation. Take advantage of it during the first few weeks — your team learns the AI's logic, and the AI learns your team's preferences.
Frequently asked questions
Is this really making phone calls, or is it just AI chat?
Real phone calls. BrokerReach places outbound calls via Twilio's voice infrastructure to actual broker phone numbers. The other side hears a natural-sounding voice.
How does the broker know it's AI?
BrokerReach identifies itself as an automated assistant at the start of the call — this is the legal and ethical norm. Brokers report higher comfort with this disclosure than with phishing-style automation.
What if the broker has a complex offer?
BrokerReach captures the response and escalates to a human dispatcher within seconds. The AI handles the standard 80% of calls — your dispatcher reviews the edge cases.
How much does BrokerReach cost?
Pricing is per-call plus a base monthly fee for the dispatcher seat. Contact sales for a quote based on your call volume.
Does this work outside the US?
Yes. Twilio voice trunking is available in 30+ countries. We have customers running BrokerReach in EU and LATAM markets.
Can I record the calls and use them for training?
Yes — all calls are recorded and transcribed automatically. You retain full ownership of the audio and text data per the X-TMS terms of service.
Is BrokerReach compliant with TCPA and similar consent regulations?
BrokerReach is designed for B2B broker-to-carrier outreach where prior business relationship and consent are typically established. The system supports per-broker do-not-call lists, time-of-day windows, and frequency caps to align with TCPA, FCC AI-voice rules (effective 2024), state-level mini-TCPA laws, and international equivalents (CASL in Canada, ePrivacy in EU). Customers are responsible for configuring outreach to match their consent posture and the regulations applicable to their jurisdiction — our team helps with configuration during onboarding.
Does BrokerReach disclose that it's an AI voice?
Yes. The opening of every call identifies the caller as an automated assistant on behalf of your company. This aligns with US FCC AI-voice disclosure requirements (effective 2024) and is the ethical norm. Brokers report higher comfort with up-front disclosure than with calls that obscure their automated nature.