Artificial Intelligence (AI) Usage

1. Purpose

To explain how Scale 3PL uses Artificial Intelligence (AI) to enhance service delivery, improve efficiency, and support our customers.

AI is used to:

• improve speed, accuracy, and reliability

• reduce administrative workload

• allow our team to focus more on customer service and operational delivery

AI does not replace human relationships, accountability, or flexibility.

2. Scope

This applies to all customer interactions and services supported by AI, including:

• communication and response handling

• onboarding and enquiry processes

• operational and fulfilment support

• reporting and data processing

3. Responsibilities

Scale 3PL Team

• maintain full ownership of customer relationships

• ensure service quality is not compromised by automation

• review and oversee AI-supported processes

• remain the primary point of contact for all customers

AI Systems

• support administrative and repetitive processes

• assist with communication and data handling

• improve speed and consistency of service

4. Procedure Principles

1. Customer First Approach

All use of AI is designed to support:

• accurate order fulfilment (right item, right time)

• faster response times

• clear and reliable communication

2. Human-Led Service

• customers always have access to real people

• important decisions are made by our team

• relationships remain personal and flexible

3. Efficiency & Accuracy

AI helps us:

• reduce errors

• improve turnaround times

• operate more efficiently while maintaining high standards

4. Transparency

• AI may be used to support communication and processes

• Scale 3PL remains fully accountable for all outputs and services

5. Flexibility

• automation does not limit our ability to adapt to customer needs

• manual intervention is always available where required

5. Additional Controls

• all AI-supported processes are monitored by our team

• systems are regularly reviewed to ensure quality and accuracy

• customers can request human support at any time

6. Related Articles

• Scale 3PL Client Operational Playbook

• New Client Onboarding Process

7. Version Control

Version | Date | Author | Change
1.0 | 20 March 2026 | Nick Coleman | Initial version