Case Study: Coca-Cola achieves response times from 90 minutes to seconds with FourKites AI-powered Tracy

Coca-Cola FourKites AI Agent Tracy Improves Response Times from 90 Minutes to Seconds

Coca-Cola, working with FourKites, faced a heavy volume of manual “where’s my truck” inquiries, a 90-minute SLA for customer service responses, and workforce strain from high demand. To improve supply chain visibility and customer support, the company used FourKites’ predictive supply chain visibility platform along with its AI-powered Digital Worker, Tracy, for track-and-trace self-service.

With FourKites and Tracy in place, Coca-Cola automated inquiry responses and proactively flagged stale locations, missing information, and carrier compliance issues that were difficult to manage manually at scale. The impact was dramatic: response times dropped from 90 minutes to seconds, and associates recovered hundreds of hours of time.

Coca Cola

Patrick McManus

Senior Director Customer Operations