About the Customer
Jetson TV & Appliance is a Florida-based, family-run retailer with multiple store locations and service divisions. Known for its white-glove delivery and installation experience, Jetson prides itself on service quality—and needed a way to maintain that standard while reducing the overhead of routine customer calls.
The Challenge
Before DispatchTrack’s AI solution, Jetson’s delivery days started with a flood of phone calls from customers asking for ETAs, gate codes, or delivery preferences. These routine inquiries tied up six employees each morning and often led to delays or misrouted information.
The Solution
To reduce the daily strain on their customer service team while maintaining their white-glove delivery standard, Jetson deployed DT Agent, DispatchTrack’s AI-powered customer engagement assistant. Internally branded as “JetBot,” this solution was tailored to automate high-volume, low-complexity delivery interactions via SMS—without losing the personal, responsive feel their customers expect.
DT Agent enabled Jetson to automate a wide range of common delivery-day use cases, including:
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Automated responses to ETA and delivery window inquiries
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Real-time order details and item list confirmations
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Two-way capture of gate codes, drop-off instructions, and access notes
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Proactive evening outreach to confirm contact information or address accuracy before the delivery day
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Instant escalation routing, ensuring that complex requests reached the right internal team via email with full context
Instead of fielding dozens of repetitive calls each morning, Jetson now allows customers to self-serve the information they need—day or night—with the option to escalate to a human team member if needed.
This automation didn’t just improve response times—it also enhanced first-attempt delivery success by ensuring that critical delivery details (like gate access or parking instructions) were captured and routed to drivers ahead of time. That translated to fewer delays, more efficient routes, and happier drivers.
Encouraged by the results in their delivery division, Jetson is now expanding DT Agent to its service operations, enabling 30+ technicians to benefit from the same automated communication, appointment confirmations, and after-hours responsiveness that transformed their delivery experience.
Results at a Glance
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✅ 70–80% of inbound delivery calls now handled automatically
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✅ Estimated 1,872 hours saved annually in labor
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✅ Fewer missed deliveries thanks to early capture of gate codes and instructions
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✅ 24/7 responsiveness—without added headcount
Other Wins
By proactively confirming addresses and collecting special delivery notes, DT Agent helped reduce average stop times by up to 25 minutes—improving driver efficiency and first-attempt delivery success.
Encouraged by the impact on delivery ops, Jetson is now expanding DT Agent to its service department, where over 30 technicians will benefit from automated communication and improved responsiveness.
