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

Pilot Freight Services cuts call abandonment to 2% with Five9

Pilot Freight Services, a global freight transportation company, was facing a critical challenge with its contact center. High call volumes, particularly for shipment tracking requests, led to extremely long hold times and an average call abandonment rate of 56%. This poor customer experience was overwhelming their live agents. To address this, Pilot Freight Services worked with Five9 to implement its Intelligent Virtual Agent (IVA) solution.

The Five9 IVA automated the shipment tracking process through self-service, using speech recognition and natural language processing. This solution fully resolved approximately half of all incoming calls without agent assistance. As a direct result, Pilot Freight Services drastically reduced its call abandonment rate to just 2%, achieved a 44% cost savings in the contact center, and saw a massive improvement in calls answered quickly. The success of the Five9 implementation also led to reduced agent turnover and plans to expand the technology to other channels.

Pilot Freight Services