Five9 Reports Massive Rise in Intelligent Virtual Agent Adoption

Cloud contact center solutions company Five9 (News - Alert) recently revealed the usage of Intelligent Virtual Agents, or IVAs, has increased by 180% , providing further evidence that businesses are recognizing the benefits of AI-powered customer assistance.

Although the economy is showing signs of returning to a state of normalcy, organizations of all shapes and sizes are struggling to keep up with customer demands due to staff shortages. As a result, business leaders are turning to Five9’s IVAs to handle routine customer requests to maintain quality, round-the-clock service.

“As we rapidly expanded our drive-through testing operations during the pandemic, we were struggling to hire and onboard agents quickly enough to meet the needs of our growing locations,” commented customer Alan Ruiz, COO of Covid Clinic. “Five9 IVA allowed us to automate the process of patients booking appointments, helping us reduce the incoming calls that had to be answered by human agents by 68%.”

Earlier this year, Five9 addressed the increasing interest and demand toward IVAs by introducing Studio 7 to the Five9 platform, offering customizable features and a simplified approach to integration. Five9’s low-code approach to IVA adoption has made the company an attractive option for organizations with minimal tech expertise.

2021 has been a highly active year for Five9. The company recently shocked the business world by turning down a $14.7 billion acquisition offer from video conferencing giant, Zoom. Five9 was also honored twice for its achievements in both AI and IVA development, receiving the Best Application of AI Award at Enterprise Connect, as well as recognition as an industry leader in the 2021 Opus Research Decision Makers’ Guide to Enterprise Intelligent Virtual Assistants. Executives at Five9 credit last year's acquisition of Inference Solutions as a primary element of the company’s success in 2021.

“Five9 is pleased to demonstrate success and growth from its acquisition of Inference Solutions,” said Callan Schebella, EVP, Product Management, Five9. “We look forward to continuing to support customers as they reimagine their customer experience and realize real results with IVA and a digital workforce.”

Edited by Maurice Nagle