Case Study: Pilot Freight Services cuts call abandonment to 2% with Five9 Intelligent Virtual Agent

Five 9 Helps Pilot Freight Services Cut Call Abandonment to 2%

Pilot Freight Services, a global transportation and logistics company, was overwhelmed by high call volumes from customers tracking shipments, resulting in long hold times and a 56% average call abandonment rate (3,220 abandoned calls on one high‑volume day). With agents manually locating shipment status and the pandemic driving surges, Pilot needed an automated self‑service solution to reduce wait times and free agents for higher‑value work.

Working with GL Voice Solutions, Pilot implemented Five9’s Intelligent Virtual Agent (IVA) to provide automated shipment tracking, pass callers directly to local shipping stations when needed, and deflect routine requests. The IVA now fully resolves about 50–52% of calls, improved calls answered within 45 seconds from 17% to 78%, raised the answer service factor from 53% to 94%, cut abandonment to under 2% at peak, reduced abandoned calls on a peak day from 3,220 to 34, and delivered roughly 44% contact‑center cost savings.

Pilot Freight Services

Gary Lisbon

GL Voice Solutions