Central Bank Cuts Call Volume in Half
![Five9_CaseStudy_CentralBank](/sites/default/files/styles/resource_full_main_image/public/2023-04/Five9_CaseStudy_CentralBank.png?itok=yMwN4P7I)
Central Bank leveraged Five9 Intelligent Virtual Agent to promote self-service, slashing the call volume handled by its contact center agents. The bank achieved:
- 80% success rate in matching customer intent with NLP routing
- 50%+ reduction in call volume to agents
- 20% fail rate for AI self-service — among the industry’s lowest