Pilot Freight Services used Five9 Intelligent Virtual Agent to address extreme call abandonment caused by shipment tracking inquiries. Previously, abandonment averaged 56% due to long hold times and manual processes. IVA automation allowed customers to retrieve shipment status through self-service, resolving up to 50% of calls without agent involvement. Call abandonment dropped to approximately 2%, while contact center costs decreased by 44%. Five9 enabled Pilot to handle demand spikes, reduce agent strain, and dramatically improve customer experience during peak shipping periods.

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