Case Study
Top 5 U.S. Truckload Carrier
Breakdown Intake & Maintenance Scheduling Automation at Scale
A top-five U.S. truckload carrier operates one of the largest commercial fleets in the country. When drivers face a breakdown at 2am, or a maintenance appointment goes unconfirmed, the costs are immediate. Hundreds of inbound breakdown calls and 700+ outbound appointment calls per week at peak were unsustainable for human agents alone.
The Challenge
The carrier's teams managed two high-pressure workflows simultaneously - stressed drivers calling in emergencies from noisy roadways, and proactive outbound scheduling to confirm maintenance appointments before drivers arrived at the shop. Both demanded empathy, accuracy, and consistency at a scale human agents couldn't reliably deliver.
Inbound: Breakdown Intake
- -Handles 18+ distinct breakdown scenarios with scenario-specific follow-up logic
- -Captures complex structured data: tire position, reefer temps, derate duration
- -Calm tone built for accents, fragmented speech, and loud road noise
- -Routes autonomously or transfers to live rep for safety-critical situations
The Solution
Moneiva built and deployed Jordan - an AI-powered voice agent purpose-built for the carrier's two most demanding communications workflows. Jordan operates 24/7 with deep TMS integration, deterministic logic, and real-time escalation paths.
Outbound: Appointment Verification
- -Verifies driver identity before sharing appointment details
- -Confirms date, time, location from live scheduling data
- -Surfaces additional repair items before shop arrival
- -Passes issues to transportation manager automatically
- -Completes most calls in under 2 minutes
Results
"Jordan handles our most demanding, always-on workflows. We have reduced the time a driver gets help by 45%. Breakdowns get resolved immediately, appointments get confirmed proactively, and our team stays focused on situations that truly need a human touch."
Driver Experience
Built for the most demanding conditions
Jordan maintains a calm, empathetic tone even when drivers are frustrated or distressed. Drivers consistently complete calls quickly, with clear next steps and an immediate text confirmation with case details and ETA updates.