The Rise of the Intelligent Virtual Agent: Usage Grows 180% in 2021
13 Outubro 2021 - 10:00AM
Business Wire
Since the November 2020 acquisition of
Inference Solutions by cloud contact center leader Five9, one in
five new customers are now evaluating IVAs to streamline business
operations and reimagine their customer experience.
Five9, Inc. (NASDAQ: FIVN), a leading provider of the
intelligent cloud contact center, today announced new milestones
around the use and adoption of its Intelligent Virtual Agents
(IVAs) in the contact center.
Since the company’s November 2020 acquisition of IVA provider
Inference Solutions, the use of Five9 IVAs has increased 180%,
based on the number of minutes per week the IVAs are handling calls
for Five9 customers and reseller partners. Net new Five9 IVA
accounts have grown nearly 5x, with one in five new Five9 customers
now evaluating IVAs (up from one in 20 prior to the acquisition,
when Five9 partnered with Inference to offer the solution). Top use
cases include caller authentication, password resets, reservation
and appointment booking, balance statement updates, and retail
order and delivery status updates.
In the last year, the Five9 Inference Studio IVA platform has
processed more than 82 million calls for healthcare providers like
Covid Clinic, large retailers like Pizza Hut, insurance companies,
banks, local businesses, and state and local governments. The
low-code platform enables non-technical users to launch IVAs with
minimal experience, and its integrated Task Library offers IVA
application templates that organizations can use to kick-start
their own customized IVA deployments.
In July 2021, Five9 enhanced its platform with the introduction
of Studio 7. Several of the new capabilities were designed to
further simplify and speed up the development of IVAs and included
a suite of pre-built task templates for healthcare and health
insurance providers. Supporting healthcare customers and prospects
is a priority for Five9 because in the healthcare sector alone, 43%
of providers plan to invest in this technology over the next year,
according to a recent study of healthcare IT decision makers by
Frost & Sullivan. Five9 has seen this momentum among its own
customer base, with almost 30% of IVA purchases coming from
healthcare clients.
“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,” said
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%.”
In addition to increased adoption among customers and partners,
the Five9 IVA solution has earned continued industry recognition,
emerging as a leader in the first Aragon Research Globe for
Conversational AI, and winning a Best of Enterprise Connect Award
for Best Application of AI. Earlier this year, Five9 was also
recognized as a leader in the 2021 Opus Research Decision Makers’
Guide to Enterprise Intelligent Virtual Assistants.
“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.”
To learn more about Five9 IVA, click here.
About Five9
Five9 is an industry-leading provider of cloud contact center
solutions, bringing the power of cloud innovation to more than
2,000 customers worldwide and facilitating billions of call minutes
annually. The Five9 Intelligent Cloud Contact Center provides
digital engagement, analytics, workflow automation, workforce
optimization, and practical AI to create more human customer
experiences, to engage and empower agents, and deliver tangible
business results. Designed to be reliable, secure, compliant, and
scalable, the Five9 platform helps contact centers increase
productivity, be agile, boost revenue, and create customer trust
and loyalty.
For more information, visit www.five9.com.
Engage with us: Twitter, LinkedIn, Facebook, Blog, Dare to
Reimagine podcast.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20211013005204/en/
Media Contact: Five9 Allison Wilson 352-502-9539
Allison.wilson@five9.com
Five9 (NASDAQ:FIVN)
Gráfico Histórico do Ativo
De Jun 2024 até Jul 2024
Five9 (NASDAQ:FIVN)
Gráfico Histórico do Ativo
De Jul 2023 até Jul 2024