A U.S.–based compliance services provider that helps contractors and fleet operators stay safe, reduce liability, and remain audit‑ready. Their platform streamlines driver onboarding, document tracking, and regulatory workflows. They’ve operated successfully for 10+ years and serve fleets of all sizes.
Support was getting crushed by repeat questions about rules and workflows. Outcomes before the engagement:
They needed instant, accurate, auditable answers at scale—without adding headcount.
Pulse Software Solutions implemented an AI‑powered chatbot that plugs directly into the client’s platform and knowledge sources.
Key features
| Topic | Sample Complex Question (as a customer might ask) | What the Chatbot Delivers |
| Hours of Service (HOS) | “Driver started short‑haul (150 air miles), then a breakdown pushed him outside the radius and he invoked the 16‑hour exception. Later we hit adverse driving. Do we need full ELD RODS for the whole day, and how do we annotate personal conveyance back to the terminal?” | Stepwise applicability: short‑haul → conversion to RODS when limits are exceeded → constraints on 16‑hour exception → what adverse driving can/can’t extend → ELD annotation guidance → cites 49 CFR Part 395. |
| Drug & Alcohol / Clearinghouse | “Pre‑employment positive for a CDL driver. Map the full Return‑to‑Duty path under Parts 40/382: SAP eval, RTD test, follow‑up plan, employer Clearinghouse reporting, and record retention. What may we disclose to a prospective employer?” | A sequenced checklist, roles (employer vs. SAP vs. MRO), Clearinghouse events, confidentiality boundaries, retention durations, and controlling sections. |
| HazMat (Placarding & Exceptions) | “Mixed load: 998 lb Class 3 (flammable liquid) + 1,200 lb Class 8 (corrosive) with some limited quantities. Are placards required? Do LQ rules change thresholds? Any route restrictions or training impacts?” | Threshold analysis, LQ exceptions, mixed‑class rules, segregation/routing notes, training implications, with citations to 49 CFR 171–180. |
| Driver Qualification Files (DQF) | “Multi‑state fleet with a driver on a medical variance. What’s the retention schedule for MVRs, medical certs, previous employer inquiries, and road tests? How do we document the variance to pass a new entrant audit?” | DQF inventory, retention by item, where/how to file the variance, audit‑ready checklist, and citations to Parts 391/390 subparts. |
| Inspections & Maintenance | “We use eDVIR with ‘no‑defect’ days hidden from driver view. Is that compliant? For vehicles leased to another carrier (49 CFR 376), who owns Part 396 maintenance records, and what must transfer during/after the lease?” | Clarifies DVIR requirements (defect vs. no‑defect submissions), electronic record acceptability, record ownership/transfer obligations under lease arrangements, and retention with citations. |
| Area | Before (Traditional Support) | After (AI Chatbot Support) |
| Response Time | Hours to next business day | Instant 24/7 (≈90% faster) |
| Scalability | Capped by staff | Handles concurrent queries without new headcount |
| Accuracy | Depends on agent | Consistent, policy‑aligned answers (with sources) |
| Customer Confidence | Users waited for clarification | Immediate, clear guidance |
| Staff Focus | Repetitive “how‑to” and rule lookups | Shift to audits and complex cases |
| Learning & Improvement | Ad‑hoc knowledge capture | Conversation analytics drive updates |
| Availability | Business hours | Always on |
| Regulatory Navigation | Users sift through dense manuals | Ask in plain English; get cited, simplified answers |
With an AI chatbot tightly integrated into the platform, Pulse Software Solutions delivered a frontline assistant that scales support, reduces risk, and turns support data into product intelligence—without bloating headcount.
Want a similar outcome? Let’s talk about your data sources, your highest‑volume tickets, and where citations matter most.
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