DALLAS — ShipStation Global, the leading AI-powered shipping and logistics platform for small and mid-sized shippers, today detailed how it is deploying artificial intelligence across its entire business — from the software that manages logistics, to the teams that support customers, to the carrier network that moves parcel and freight across the country. The company now runs more than 250 AI agents and automation bots in production and is on pace to complete over 5 million agentic actions in 2026.
Shipping and logistics have never been more complex — or more fragmented. Growing businesses juggle carriers, modes, marketplaces, rates, and exceptions, often with tools that don't talk to each other. ShipStation Global’s AI models leverage its experience and scale to improve shipping and logistics for all customers.
With millions of customers, billions of shipments a year, and connections to more than 350 parcel carriers, 75 less-than-truckload (LTL) carriers, and 45,000 truckload carriers, ShipStation Global has one of the broadest views of how goods move through the supply chain in the industry. Leveraging its significant scale and data infrastructure, ShipStation Global is building AI that predicts, recommends, and acts on behalf of customers’ interests — capabilities that individual businesses could never build on their own.
“Scale and speed have always been an advantage in logistics, but it's usually been an advantage reserved for the biggest shippers,” said Tom Madine, CEO of ShipStation Global. “But AI is changing who benefits, and how fast. Our models keep getting smarter and faster, and that intelligence reaches small and mid-sized businesses right away. That's how a company shipping a few hundred packages a month gets the kind of insight and automation that used to only belong to the Fortune 500, and act on it the same day.”
AI where customers feel it
ShipStation Global is applying AI in three areas, each measured by the results it delivers:
• Serving the customer. Always-on AI support across ShipStation Global’s brands has resolved more than 117,000 customer conversations so far this year, and customer satisfaction has climbed from 77.5% to 85%. AI agents now route inbound cases 60 times faster than before and can turn an emailed freight request into a booked shipment in under 20 minutes with AI creating over 100,000 LTL shipments on behalf of customers so far this year.
• Building the product. A machine learning feature in ShipStation now pre-fills 1.4 million shipping labels every week, cutting label creation time by 35%. New conversational analytics agents let shippers ask questions about costs, carriers, and inventory in plain language. AI-assisted development has also helped the company deliver major product releases — including LTL shipping in ShipStation — in weeks, rather than quarters.
• Running a smarter network. ShipStation Global is applying AI across the freight and parcel lifecycle to improve visibility, accelerate decisions, and keep shipments moving. Voice AI has placed more than 1.2 million truckload tracking calls to carriers this year, around the clock, giving shippers faster, more reliable shipment updates. ShipStation Global AI has also handled over 850,000 full truckload quoting emails this year, and automatically detects and reschedules missed LTL pickups - extending intelligent automation from quoting and tracking exception management and recovery.
Built on a trusted foundation
Every AI initiative at ShipStation Global runs on a single, governed data foundation that brings together shipping, freight, carrier, and customer data from across the company's brands. Across the portfolio, specialized language models are fine-tuned for specific logistics use cases and the distinct needs of customers and carriers, enabling more relevant and effective experiences.
An AI “control tower” monitors every agent in production for cost, guardrails, and outcomes, with people remaining in the loop throughout: business subject-matter experts provide domain oversight, while customers and carriers contribute feedback that helps continuously improve performance. The company matches the right model to each task, from traditional machine learning to specialized and general-purpose large language models (LLMs).
“Anyone can launch an AI pilot. But AI is only as good as the data and discipline behind it,” said Nick Ciubotariu, Chief Technology Officer at ShipStation Global. “We brought our data together into one governed foundation, and we hold every agent in production accountable for cost and customer outcomes. That’s how we run 250-plus agents without compromising trust. The discipline is what lets us move fast and innovate even faster.”
What's next
ShipStation Global plans to extend what's working into new areas of the business and to prioritize AI that creates differentiated customer experiences. Over the coming months, the company will share more details on how AI is reshaping its products, its customer support, and its carrier network.
