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:

IVAs

Agent Assist

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

Improved CX

Supports Compliance

Greater Agent Productivity

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:

Ready to take your digital workforce to the next level?

Call 1-800-553-8159 or view a demo.

About The Author

Ellen DePodesta is a writer, editor, and content creator for Five9, working with the global marketing team to define and convey the Five9 voice and brand worldwide. Her goal is the creation of clear, consistent, impactful, and relatable communications, while empowering everyone in the Five9 ecosystem to become an expert content creator in their own right. Ellen has worked as a B2B marketer with public relations agencies and as a contractor in Detroit, Chicago, Cincinnati, and Los Angeles.