Case Study: Pizza Hut Australia achieves faster, lower-cost ordering with Five9 IVA

Pizza Hut Orders Up Better Customer Experience

Pizza Hut Australia, which operates about 270 restaurants and handles over 3,000 calls a day through a single number, faced a costly, fragmented phone-order system that delivered poor call routing, minimal reporting, and heavy dependence on external vendors. The legacy setup routed calls only by location, generated high lead‑generation fees with low conversion, and offered little visibility into when or why customers abandoned orders.

To fix this, Pizza Hut deployed Five9’s Intelligent Virtual Agent with Google speech and mapping APIs to enable natural‑language call steering: callers state pickup/delivery and their location, and the IVA routes them to the nearest or preferred restaurant. The cloud solution centralized data and reporting, reduced call and lead costs, streamlined repeat-caller routing, allowed in‑house updates, improved accuracy and customer experience, and created measurable efficiencies for both corporate and franchisees.

Pizza Hut

Patrick Branley

Director of Technology