Background
Fleetworks builds AI agents for the transportation industry, automating communications between transportation brokers and drivers through multiple channels, including phone calls, emails, and WhatsApp. They focus on streamlining the day-to-day communication needs of transportation brokers.
The Challenge
When Fleetworks started their company in 2023, they found no suitable voice infrastructure solutions available in the market. This forced them to build everything from scratch. As the company grew, they realized they were spending excessive time on phone infrastructure plumbing rather than developing the industry-specific features their clients needed.
Their challenge was compounded by their customer base's unique needs:
A lot of these transportation brokers and a lot of people in the transportation industry are very old school. They are not used to technology. And so they expect a really realistic experience when it comes to phone calls.
Why Vapi
After evaluating multiple offerings, Fleetworks chose Vapi for its developer-friendly API-first approach, customizability for bespoke infrastructure, and high-touch forward-deployed team.
A key technical requirement was the ability to bring their own stack: a custom transcription layer with pre-trained models, the ability to plug in custom LLM models, and existing infrastructure components.
A critical challenge was achieving natural interruption handling — the ability for AI agents to stop mid-sentence when interrupted and continue conversations naturally without losing context. This was especially important for their clientele of traditional transportation brokers who expect human-like phone interactions.
The Vapi team worked closely with Fleetworks to fine-tune this capability, iteratively improving the system's ability to detect and respond to interruptions.
Early on when we were evaluating different providers, interruption handling was something missing. This is something that Vapi has really improved over time, and now we see our communications not having many interruptions and flowing pretty smoothly.
The implementation enabled Fleetworks to integrate their custom models with Vapi's platform, achieve the sophisticated interruption handling critical for their industry, and focus their development efforts entirely on transportation-specific features.
Outcomes
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100+ engineering hours saved per month, with all voice infrastructure work eliminated
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10,000+ AI-driven transportation conversations daily, operating at enterprise scale
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Realistic AI voice quality that satisfies AI-hesitant, technology-conservative users
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Engineering focused entirely on vertical-specific features that drive client value
Voice AI through Vapi has become "one of the essential pieces of our offering to our clients," forming a core component of Fleetworks' value proposition in the transportation industry.
Fleetworks continues to rely on Vapi as their client base grows, with the platform's flexibility and robust infrastructure supporting ongoing development of industry-specific features.
