Five9® Intelligent Virtual Agent

Dynamically Extend Your Contact Center Agent Teams With Intelligent Virtual Agents

Five9 Intelligent Virtual Agent (IVA) helps businesses with high call volumes by augmenting their current teams with a digital workforce to handle common, repetitive tasks such as requests for information or account updates. This automated self-service provided by intelligent virtual agents leverages Google's Dialog Flow and AI innovations to allow customers to get quick responses to their common questions. While your digital workforce is handing mundane requests, your agents can handle tasks that may need a more human touch.

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Self-Service Made Easy

Over the past several years, consumers have grown accustomed to interacting with voice assistants like Alexa and Google Assistant. They want answers quickly and self-service is often where they turn first. Five9 IVA is an intuitive, easy-to-use self-service solution that uses advanced voice recognition and natural language processing to provide fast, accurate customer service going beyond the assistant and feeling more like an agent. When escalation to a human agent is required customer information and context to support the customer journey is provided so that the customer doesn't have to repeat themselves and the call can progress seamlessly.

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Optimize and Balance the Performance of Your Hybrid Workforce

Provide Self-Service First

Customers prefer self-service options more often than speaking to a live agent. Provide this option first with IVAs and solve problems quickly and efficiently.

Reduce Costs with Virtual Agents

Assigning repetitive tasks to virtual agents helps your organization significantly decrease support costs. A virtual agent is about 10% the cost of a live agent and they don't need breaks or vacations.

Let Your Agents Add Real Value

Help your agents reach their full potential by assigning them more complex tasks that require their unique skills sets, while virtual agents handle the repetitive, mundane tasks.

Remain Compliant

Virtual agents help organizations avoid violations and penalties by collecting sensitive customer data without revealing that information to human agents.

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Five9 IVA Savings Calculator: Calibrate ROI Through Virtual Agents Facilitating Service Tasks

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When COVID-19 hit we needed a way to handle the massive influx of calls. Five9 Intelligent Virtual Agent which uses Google CCAI allowed us to coordinate callback times, collect information, and then automatically schedule a callback. It was easy to set up and quickly handled 87% of the calls without an agent being involved. In one week, it scheduled over 65,000 callbacks.

Thomas Kulp

Colorado Department of Labor and Employment

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Deal with Spikes in Call Capacity

  • Handle high call volumes with virtual agents
  • Customers don’t have to wait to speak with a live agent

Reduce Costs

  • Activate virtual agents to handle repetitive tasks
  • Leave more complex tasks to live agents

Avoid Compliance Issues

  • Let IVAs gather and handle sensitive data
  • Ensure PCI and HIPAA compliance

Reduce Average Handle Time (AHT)

  • Accurately route calls to the right resource
  • Capture customer intent and route to the right agent

Properly Staff Your Contact Center

  • IVAs augment agent skills to handle self-service
  • Agents have time to serve high value customers

Reliable Digital Workforce

  • IVAs are always on and do not churn
  • Help customers 24/7 when agents are not available
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We’ll help you find the right strategy and products for your evolving business

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Resources to Help You Get Started

Data Sheet

Intelligent Virtual Agent data sheet

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White Paper

Deliver Faster, Better Customer Experiences With Intelligent Virtual Agents

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Data Sheet

Ebook Intelligent Virtual Agent Solution Guide

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Data Sheet

Ebook Intelligent Virtual Agent Retail Solution Guide

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Use real-time data collected from your customers to provide actionable insights for your agents and business.

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