The Challenge: Manual Communication Slowing Down the Team

CBC Moving built its reputation on professional, responsive service—but as delivery volumes grew, so did the number of inbound customer messages. Most inquiries were simple (“What’s my ETA?” or “Can I leave notes for the driver?”), yet they pulled team members away from time-sensitive delivery tasks.

Each city’s operations team was responsible for managing its own communication, creating a fragmented and manual support process that reduced response speed, created inconsistency, and added strain on staff.

The Solution: AI-powered Chat with DT Agent

To free up its team and standardize customer communication, CBC Moving deployed DispatchTrack’s DT Agent, an AI chat assistant purpose-built for delivery operations. DT Agent uses real-time data and natural language understanding to automatically answer common questions and update delivery instructions without human involvement.

“The courtesy and tone is great, the responses are clear, and it even adds notes directly to the driver. That eliminates miscommunication and keeps everyone aligned.”

Cesar Bermudez
Owner of CBC Transport

The Results: Faster Service, Less Overhead

Just weeks after implementation, DT Agent transformed CBC’s customer service workflows by automating the bulk of incoming messages and giving operations teams more time to focus on complex issues.

Key outcomes:

• 70% of customer inquiries handled automatically

• 30% reduction in time to resolve customer messages

• Improved accuracy and consistency in driver notes

• Stronger customer trust through fast, professional communication

Whether confirming ETAs, capturing delivery notes, or handling pickups, DT Agent empowers CBC Moving to meet customer expectations—without sacrificing team efficiency.