The digital age has seen a significant shift towards self-service tools for customer support. A recent 2023 ACA study revealed that 70% of Americans prefer using self-service tools before contacting a live customer service agent. Five9 Intelligent Virtual Agent (IVA) helps companies automate interactions powered by the most advanced AI technologies, delivering a more conversational and fluid experience across voice and digital channels.
Reduced Abandoned Calls with Five9 IVAs Five9 customers leveraging IVAs experience significantly fewer monthly abandoned calls than those without IVA. The superior results for companies with IVAs can be attributed to their ability to maintain service levels despite monthly variations in calls, staffing changes, or unexpected spikes due to factors like new marketing promotions, government regulations, or seasonality.
Latest Advancements in Five9 Intelligent Virtual Agents Five9 continues to enhance its IVA service to deliver an improved self-service experience. The latest features include Automatic Language Detection, Speech Enabled Payments, Dialogflow CX for Voice, and more. These enhancements ensure seamless communication, improved transcription accuracy, and enhanced usability, leading to a superior customer experience.
- Automatic Language Detection Five9 IVAs now identify up to three spoken languages, meeting the growing demands of customers in Europe and other regions with diverse languages. This feature allows for seamless communication and responses in the appropriate language.
- IVA Speech-Enabled Payments The IVA Speech Enabled Payments feature allows users to process payments using voice input. This feature ensures usability and compliance with disability requirements, offering convenience and accessibility for all users.
- Dialogflow CX for Speech for Real-time Transcription Five9’s connection to a powerful natural language processing (NLP) engine extracts JSON name-value pairs of interest, supporting multiple languages. This feature improves communication and maximizes transcription accuracy.
As a proud partner of Five9, VIcom is committed to helping organizations leverage these insights to enhance their customer service strategies.
Ready to revolutionize your customer service with Five9’s robust Intelligent Virtual Agent? Contact VIcom today to learn how we can assist you in integrating Five9’s powerful IVA into your business strategy.