In the current climate of widespread workforce disruption in the contact center industry and beyond, an opportunity has arisen to transform the ways customer experience is delivered. The key to that is digital workforce transformation, augmenting human teams with the digital technologies necessary to unlock their potential.
Five9 enables organizations to deploy digital workforces that deliver a more conversational and personalized service experience. Five9 Intelligent Cloud Contact Center includes solutions to rapidly deploy virtual agents for customer self-service, as well as AI that assists agents in real-time. Among the technologies are:
- Five9 Intelligent Virtual Agent (IVA), which enables the automation of repetitive tasks
- Agent Assist, which provides agents with automated transcriptions and coaching
- Workflow Automation, which connects the Five9 Intelligent Cloud Contact Center with other enterprise technologies for holistic performance understanding and cross-platform automation
By sharing components and context across the platform, these technologies enable a multi-pronged approach to resolving customer needs, with AI-assisted human agents picking up where AI agents leave off.
As Peter Milligan, Senior Product Marketing Manager, wrote in a recent blog post: “An IVA uses natural language to provide self-service that is as natural as talking to a live agent. It asks simple questions like, ‘How can I help you today?’ And your customer can ask, ‘How much money do I have in my savings account?’ With AI-automation, natural language processing and connections to your backend systems like CRMs and accounts, the IVA answers the question, quickly and accurately. Transaction done. Your customer gets the information they wanted.”
Five9 Inference Studio is accordingly the worldwide market share leader with over 750 customers and is distributed by telecommunications service providers like AT&T and Telstra.
At the same time, the use of AI frees up agents from the drudgery of repetitive tasks, allowing them to focus on providing the simple human connections that drive the best customer experiences - or as IDC calls it, “empathy at scale”. That’s equally enabled by workflow automation, which ensures the necessary information is always with an agent when they need it.
A Flexible, Trusted Platform
Five9 IVAs are used across many industries including government, retail, financial services, hospitality. One example of how IVAs provide better customer service while reducing service costs is in healthcare and COVID-19 vaccine communications. “Five9 IVA allows us to leverage intelligent virtual agents to automate the process of patients booking appointments, freeing agents up to tackle more complex tasks,” said Alan Ruiz, Chief Operations Officer, Covid Clinic, a Five9 customer.