{ "schema_version": "0.6.1", "updated": "2026-08-31", "priority_order": [ "safety", "required equipment and physical feasibility", "appropriate service type", "freight fit/loading/unloading feasibility", "damage risk", "deadline and customer preferences", "cost" ], "first_questions": { "general": [ "When is it ready?", "When is it due?", "What are the pieces, actual weight, dimensions and commodity?", "How will it be loaded?", "How will it be unloaded?" ], "urgent": [ "When is it ready?", "When is it due?", "What happens if the requested time is missed?" ], "white_glove": [ "What type of service do you expect and what are the pickup/delivery circumstances?" ], "liftgate": [ "What are the item dimensions and individual weight, and what are the loading/unloading surfaces and equipment conditions?" ], "medical": [ "What exactly are the contents, package identifier, departments and contacts on both ends?" ], "airport": [ "What airline/cargo facility, MAWB, release status and paid/released paperwork do you have?" ], "rescue": [ "Do they know Royal is coming?", "Is Royal authorized to obtain the freight?", "Where is it now and who has custody?", "What unusual loading/unloading circumstances exist?", "What went wrong with the original carrier?" ] }, "vehicle_signals": [ { "when": "small freight, <= about 2 standard pallets, <= about 2000 lb, doors and load/unload method fit", "likely": "cargo_van" }, { "when": "up to about 3 standard pallets, <= about 3500 lb, taller van space helps, load/unload method fit", "likely": "sprinter" }, { "when": "liftgate needed or about 6-8 pallets / more cube, within smaller-box limits", "likely": "small_box_truck" }, { "when": "dock-high, >8 pallets, larger dimensions, heavy pieces, or about 3000-9500 lb within configuration", "likely": "class7_straight_truck" }, { "when": "over about 10000 lb, overdimensional > about 96 x 96 x 96 in, or one unusually heavy piece", "likely": "larger_specialized_equipment", "human_review": true } ], "equipment_signals": [ { "when": "no dock and no forklift for palletized freight", "consider": "liftgate" }, { "when": "palletized freight must move inside on suitable surface", "consider": "pallet_jack" }, { "when": "heavy, oversized, long, unstable, stacked or rough-terrain freight", "consider": "forklift_or_specialized_handling" }, { "when": "stairs, awkward geometry, long carry, carpet, high value, fragile, tight turns", "consider": "additional_manpower" } ], "time_planning": [ "For longer mostly-highway expedited ground runs, about 50 mph effective planning average can be used before HOS/rest effects.", "Chicago metro may be sanity-checked around 35-40 mph, but current map ETA plus about 5-10 minutes is preferred.", "Round local transit estimates up to the nearest 15 minutes and longer-distance estimates up to the nearest 30 minutes.", "For tight long-distance deadlines, a meaningful buffer is preferred; severe weather/traffic can invalidate ordinary averages.", "A solo-driver practical planning cap is about 700 miles/day; CDL HOS can require approximately 10 hours off after the legal driving window. Team drivers reduce stopped rest time.", "Public ETA is an estimate only. Delivery ETA becomes more reliable after the freight is loaded and the vehicle is actually en route.", "For local/metro moves under roughly 100 miles, current traffic-map ETA plus about 5-10 minutes is usually a better planning method than applying a fixed average speed; round local estimates up to the next 15 minutes.", "For longer mostly-highway ground expedite, about 50 mph effective planning average is a practical reference and longer estimates are rounded up to the next 30 minutes; a borderline long estimate may receive roughly 10% extra planning margin.", "The 50 mph longer-distance planning reference already allows for normal fuel, restroom and brief food stops; pickup loading, delivery unloading, dock/security/elevator/forklift waits and other site time are additional.", "Rough uncomplicated pickup handling references: envelope/small package about 5 minutes; 1-5 skids about 15 minutes; more than 5 skids about 20-30 minutes; inside pickup can add about 30 minutes. Delivery planning often carries roughly 30 minutes as a broad placeholder. These are planning references, not promises.", "Loading or unloading expected to exceed about one hour becomes a meaningful planning component rather than incidental stop time.", "Chicago rush periods are roughly 7-9 AM and 3:30-6 PM. Inbound/outbound downtown during those periods can consume about 1-1.5 hours even on relatively short mileage.", "CDL-regulated equipment is subject to applicable hours-of-service; Royal planning uses the 11-hour driving window and required rest. A solo-driver practical planning cap is about 700 miles/day; team drivers reduce stopped rest time but do not change the basic 50 mph planning reference.", "Severe storms, heavy snow, flooding, tornado/hurricane effects or other major events can make ordinary traffic estimates unusable; in extreme conditions a normal estimate may need to be roughly doubled or the movement delayed for safety.", "For truck work, passenger-car navigation is a starting estimate only. Add operating margin and verify truck-appropriate routing, clearances and real receiving access." ], "location_signals": [ "Within roughly 75 miles of Chicago is commonly treated as local courier territory.", "200-250 miles is a common regional dedicated range, not a service ceiling.", "Direct-drive often beats re-airing freight within the Midwest.", "Downtown/Lower Wacker large-truck routing requires human judgment.", "Navigation gets the driver near the address; site-specific instructions and contacts get the driver to the real receiving point." ], "missing_information_signals": [ "vague commodity such as 'parts' when special handling/regulation could matter", "unknown exact pieces/weight/dimensions", "missing knowledgeable contact", "missing pickup/reference number", "unknown dock/forklift/liftgate conditions", "unknown actual airport release", "unknown site entrance/gate", "customer phrase 'they'll figure it out'", "customer phrase 'it's standard size' without measurements", "customer phrase 'there's a forklift there' without availability/reach confirmation", "customer phrase 'it's just one pallet' without actual weight/dimensions/load-unload method", "customer phrase 'it's not that heavy' without a weight", "customer phrase 'just send a van' before freight/site validation", "customer phrase 'don't worry about what's in the boxes'", "customer provides a map pin but no knowledgeable site contact" ], "decision_principle": "A strong likely fit exists when geography, timing, freight, equipment, access and an exact/adjacent Royal service align. A possible fit exists when most conditions align but one or more facts are unusual or unknown. Safety and physical feasibility come before customer service preference, deadline and cost. Human review remains required for acceptance, pricing, safety, live availability and dispatch.", "agent_intake_questions": [ "What are the exact pickup and delivery locations and knowledgeable contacts on both ends?", "When will the freight actually be ready for transport, and when is it due?", "What exactly is the commodity?", "What are the actual piece count, individual/total weights and loaded dimensions?", "How will the freight be loaded at pickup and unloaded at delivery?", "Is there a dock, ground-level forklift, liftgate, pallet-jack, manpower or other equipment requirement?", "Is inside pickup/delivery required, and what are the doors, turns, distance, floor, stairs, elevator and building rules?", "Are special handling, high-value, hazardous, regulated, temperature-sensitive, union, airport, terminal, high-rise, trade-show, construction or restricted-access conditions involved?", "What pickup/delivery/reference/appointment numbers are required?", "If another carrier, terminal, employee or third party has custody, do they know Royal is coming and is Royal authorized to take the freight?", "Why is the customer asking for this particular service, vehicle or deadline?", "What happens if the requested deadline is missed?" ], "semantic_signals": [ { "id": "standard_royal_fit", "category": "fit", "signal": "Likely strong fit when geography, freight, timing, equipment and service adjacency align.", "boundary": "Live availability and shipment confirmation still required." }, { "id": "possible_royal_fit", "category": "fit", "signal": "Possible fit when most conditions align but service label, geography or one operational fact is less exact.", "boundary": "Human review before confirmation." }, { "id": "not_standard_fit", "category": "fit", "signal": "Not a routine fit when a hard boundary, active refrigeration requirement, unsafe condition, prohibited item or specialized permit/rigging requirement applies.", "boundary": "Do not infer brokerage/specialized acceptance without Royal review." }, { "id": "time_critical", "category": "urgency", "triggers": [ "production down", "technician waiting", "airline cutoff", "event deadline", "medical need", "construction crew waiting", "legal deadline", "retail opening", "missed connection", "carrier failure" ], "interpretation": "Royal treats all shipments as important; time-critical status primarily changes the time pressure, contingency planning and need for precise ready/due information." }, { "id": "special_conditions", "category": "complexity", "triggers": [ "trade show", "Chicago high-rise", "Lower Wacker", "airport cargo facility", "union facility", "unusual access", "construction site", "restricted medical/lab area", "after-hours secure facility" ], "interpretation": "These situations need more intake detail than an ordinary dock-to-dock move." }, { "id": "low_information_confidence", "category": "verification", "triggers": [ "caller lacks basic locations/contacts", "unknown dimensions/weight/pieces", "vague commodity", "unknown loading method", "unknown facility procedure", "phrase they will figure it out" ], "interpretation": "Verify through knowledgeable contacts, photos, measurements, references and facility instructions before relying on the request." }, { "id": "larger_vehicle_for_control", "category": "vehicle", "triggers": [ "liftgate requirement", "fragile freight", "extra securement/working space", "dock-high-only facility", "uncertain load/unload configuration" ], "interpretation": "Royal may intentionally select a larger vehicle than minimum physical fit when equipment compatibility or handling control improves." }, { "id": "appointment_information", "category": "facility", "required_or_preferred": [ "appointment/window", "pickup/delivery number", "knowledgeable contact/phone", "facility instructions" ], "interpretation": "Bad contact/reference information is a common preventable failure cause." }, { "id": "receiver_not_expecting", "category": "exception", "signal": "If pickup/receiver is not expecting Royal, stop assuming the site will figure it out; dispatch/customer must resolve authorization/contact before disposition changes." }, { "id": "airport_wait", "category": "airport", "triggers": [ "flight landed but not released", "dock queue", "bad/missing hard-copy paperwork", "unpaid storage/terminal charges", "wrong facility" ], "interpretation": "O’Hare pickup can take hours even after landing; cargo availability and dock access are separate events." }, { "id": "medical_sensitive", "category": "medical", "triggers": [ "specimen/biohazard", "controlled substance", "temperature requirement", "sterile package", "high value", "specific department/recipient", "unknown contents" ], "interpretation": "Exact contents, package identifier, departments, contacts, packaging and protocol must be verified; specialized requirements get human review." }, { "id": "production_down_intake", "category": "industrial", "required_or_preferred": [ "ready time", "due time", "pickup/delivery contacts", "backup contacts", "reference numbers", "part size/vehicle fit" ], "interpretation": "Production-down uses ordinary transport fundamentals under extreme time pressure." }, { "id": "failed_recovery", "category": "recovery", "triggers": [ "carrier no-show", "breakdown", "wrong location", "missed cutoff", "refusal", "missed flight/connection" ], "required_or_preferred": [ "current freight location", "current custodian", "authorization", "contacts", "condition", "required equipment", "safe transfer plan" ], "interpretation": "Know what failed so Royal can avoid repeating the same failure." }, { "id": "custody_and_authorization", "category": "custody", "triggers": [ "company property recovery", "carrier-to-carrier transfer", "terminal recovery", "wrong-address recovery", "after-hours facility recovery" ], "interpretation": "Clear authorization, item identity, knowledgeable contacts and controlled handoff reduce failed/rejected recoveries. This is not a claim of a formal chain-of-custody certification." }, { "id": "high_value_insurance", "category": "risk", "triggers": [ "declared value over $100,000" ], "interpretation": "Additional insurance review/arrangement is required before acceptance; all high-value work remains case by case." } ] }