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The Features And Benefits Of A Digital Workforce

A remarkable thing is happening in the realm of customer service: ​ After years of rejecting self-service, customers are changing their tune. Consumers of all ages are showing a preference for self-service solutions over talking to agents…

– Donna Fluss, President, DMG Consulting


One of the outcomes of COVID-19 was a surge in the volume of inbound and outbound service requests to call centers around the world, made more challenging by a labor shortage that has yet to be resolved.

At the same time, the definition of customer needs and service have been changing. Customers are now expecting a new kind of service experience, one that immediately answers their questions and solves their problems.

As a result, customers of all ages say they now prefer to complete their request with an AI chatbot, without ever having to speak with a live agent. This explains the rise in digital workforce solutions and why AI and intelligent automation are increasingly being adopted in contact centers to augment and scale the performance of human agents.

The Features Of The Digital Workforce

Digital workforce platforms can be built on a variety of solutions. Our version is built for Conversational AI upon two core apps, Intelligent Virtual Agent and Agent Assist. They both share components including AI chatbots and NLP and are powered by Google, Amazon Web Services, and IBM Watson.

Now that you know the core apps, let’s take a look at some of their features:


  • Provide self-service; can escalate to live agents as necessary
  • Can message live agents for approvals
  • Can take over calls sent from live agents
  • Assist agents during calls
  • Work across voice, SMS, chatbot, and mobile apps
  • Become persistent throughout the customer journey
  • Can pass context (key value pairs) in the SIP header between VCC and Studio

Agent Assist

  • Helps agents focus on the customer by providing automatic transcriptions and call summaries
  • Provides automated real-time coaching
  • Real-time call transcription
  • Saves agents time on after-call work
  • VCC can pass context to the agent (in the form of screen pop)
  • Uses Five9 Workforce Automation to perform actions during a call

Benefits Of The Digital Workforce

Digital workforce platforms can streamline your call and contact center in many ways. here are some benefits at a glance:

Increased Automation

  • IVAs automate tasks, reducing labor cost​s
  • NLP enables more tasks to be automated​

Improved CX

  • Gives consumers the conversational experience they expect​
  • Reduces frustration and effort​
  • Seamlessly hands off calls from self-service to live agent​ and back as needed

Supports Compliance

  • Receive PCI-DSS payments and provide HIPAA-compliant health information​

Greater Agent Productivity

  • Workforce automation can automate about 45% of an agent’s day-to-day administrative tasks (logging calls, sending customer follow-ups, preparing call summaries, etc.).
  • Coaches agents during calls, reducing AHT and increasing upsell.​
  • Provides after-call analytics.

Five9 is Your AI and Automation Expert

We are ready to provide expert guidance and answers as you consider whether to augment your live agents with intelligent virtual agents. Our team can work with you on:

  • Which conversations, tasks and processes should be automated – and which should not.
  • Building and deploying your own IVAs using the Five9 Inference Studio code-free platform.
  • Onboarding your digital workforce and integrating it into your forecasting plans, skills queues, and workflows.
  • Customer journeys across virtual and live support channels and how to break down silos for a seamless, omnichannel experience.
  • Aligning your strategy with KPIs such as call deflection, average handle time, customer effort score, and CSAT, to set you up for quick ROI wins.
  • Implementing a plan that you can continue building on as new AI and automation capabilities become available.
  • Reducing the amount of time it takes to deploy NLP applications.

Ready to take your digital workforce to the next level?

Call 1-800-553-8159 or view a demo.

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Cloud-Based Agility

Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.


Connected Journeys

The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.


Omnichannel Unification

Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.

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Customer Context

Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience



Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.


Artificial Intelligence (AI)

AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.

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Real-Time Management

Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.


AI & PCI Compliance

Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.


Have more questions?