Getting started with Milo

Milo is the AI layer of the Urbantz platform. It gives your team agents you talk to in plain language, always within the rules your team sets. Your teams change the plan dozens of times a day: moving tasks between routes, reacting to late orders, reassigning drivers. 

Much of this work is repetitive but still needs context. Milo takes it on, working with the data and permissions already in your account. Milo decides what to do. The optimiser decides where it goes.

What's available and when

Milo comes in three tiers: 

Turn on Milo Explore

You can start using Explore today, ahead of the 4 November rollout.

1. Opt in by contacting your Account Executive or Customer Success Manager, or email customer-success@urbantz.com.
2. Open Milo from the agent icon marked New in your Urbantz platform.
3. Ask Explore a question about your deliveries in your own words.

Each person sees only what their Urbantz user permissions already allow. Milo works within the same permissions as the rest of the platform.

Prefer not to use Explore? You can opt out by 3 November 2026 by sending your objection to dpo@urbantz.com.

More on the available agents

You don't need to know which screen, filter, or report to use. Describe the outcome you want, and the right agent takes it from there.

Explore: understand your operation (included)

Ask about delays, missed appointments, route performance, or exceptions. Explore finds the root cause in your data and explains it in a way you can act on.

“Why were the Madrid deliveries late yesterday?”

Explore is read-only. It reads your data and never changes it.

Dispatch: respond to change in real time (add-on)

The plan moves after it's made: a driver becomes unavailable, a vehicle breaks down, orders arrive after the plan is published. Describe the change, and Dispatch finds the affected tasks, prepares the new allocation, and updates ETAs. The optimiser places every stop.

“A driver is unavailable this afternoon. Reassign their stops and keep the existing time windows.”

Manage: turn analysis into decisions (add-on)

For the people responsible for performance across depots and carriers. Manage reviews trends, spots shortfalls and recurring problems, and shows what's behind a headline number.
It then suggests what to do next, so you can turn analysis into a decision.

“On-time delivery dropped at our Lyon depot last month. What's behind it, and what should we change?”

How Milo works with the optimiser

Milo steers the optimiser; it doesn't replace it. Milo works out what needs to change, then the optimiser decides where each stop goes. Before a change is applied, Milo shows its scope and consequences.

For example, a planner asks:

“Move Madrid's deliveries from Thursday to Friday. Not Marco, he's off sick.”

Milo will reply with what it found. When a decision needs context only your team has, Milo asks rather than guessing. Milo reports what the platform returned, and says so when it can't see a result.

Your rules. Milo does the work.

Your team sets the rules, and Milo works within them.

• Your permissions. Milo acts only inside your Urbantz environment, with the same permissions as the user who is signed in.
• Rules in plain language. Your team writes the rules Milo follows.
• Approvals where you want them. You decide which actions need a person to sign off.
• Three action levels. Every action is classed as read-only, reversible or sensitive.
• Every action logged. Each action is recorded with its inputs and reasoning, next to manual edits.

Q&A

What's included, and how do we get Milo Agents and Milo Workflows? Milo Explore is included in your Urbantz licence at no additional cost. Milo Agents (Dispatch and Manage) and Milo Workflows are add-ons: ask your Account Executive or Customer Success Manager to switch them on, or to walk your team through a demo first.

Can Milo change our data? Explore is read-only and never changes your data. Dispatch and Manage, available as add-ons, can make changes: Dispatch moves stops between routes, replans and launches optimisations, and Manage can use every Milo tool, including those that change data. Your team decides which actions need a person's approval, and every action is logged with its inputs and reasoning.

Who in our team can use Milo? Milo is available inside your platform in the Urbantz web application. Each user's role and permissions decide which agents they get: support, sender and store roles get Explore; with the Milo Agents add-on, dispatcher and supervisor roles can get Dispatch; platform managers can get Manage Agent access. Mobile app roles, such as drivers, don't have access. Milo agents can be activated to selected users only, or enabled for the whole platform level.

Can we opt out, and what if our contract requires written approval? Yes. To opt out, send your objection before 4 November 2026 to dpo@urbantz.com. If your contract requires prior written approval, we won't switch on Milo for your account until we have it; send your approval to the same address.

What data does Milo use, and who do we contact about data protection? Milo works with your platform's data, within the permissions of the user who is signed in. Explore only reads data. Dispatch can also move orders between rounds, replan and launch optimisations, and Manage can use every Milo tool, including those that change data. For a description of the data Milo sends for processing, and for GDPR questions, sub-processors and data transfers, objections, or to request a DPA or TIA, contact our Data Protection Officer at dpo@urbantz.com.

For anything else, contact your Customer Success Manager.