Five9 Contributes to Call Handling Improvements


AI-powered, automated notetaking and call transcription help reduce average call handle time

Five9
Five9 Contributes to Call Handling Improvements

Five9, a leading provider of the intelligent cloud contact centre, announced that mobile virtual network operator TruConnect has successfully employed Five9 Agent Assist to improve call handling.

Agent Assist has AI-powered, automated notetaking and call transcription that helped TruConnect reduce average call handle time (AHT) by 30 seconds within three months. The company expects an overall cost saving of 7.5 percent in the first year for the time saved.

TruConnect offers mobile hotspots, smartphones, mobile data plans, and prepaid cell phone talk and text plans on the T-Mobile network, handling over 62,000 monthly calls across three contact centres globally. The company implemented the Five9 Intelligent Cloud Contact Centre during the pandemic to alleviate the pressure on remote working agents and keep up the same level of productivity.

The way Agent Assist works is that it uses AI, natural language processing (NLP) and machine learning (ML) to assist human agents at each point of customer interaction. Agent Assist provides a transcript in real time while TruConnect agents handle calls, simultaneously creating call summaries and cutting down on after-call workload. The software delivers real-time guidance and reminders to help with TruConnect agents identify additional services for potential customers. After a call, the agent verifies the summary, adjusts or adds notes and uploads it to the CRM or database of choice. All data are stored in the Five9 platform.

Lucy Sung, COO at TruConnect, said:

“Faster agents with good data help us be more efficient and make better choices. Being part of the Five9 early adopter program for AI has proven that even efficient call centers can be improved by using automated summaries. This also assists us in gaining additional insight into our customer behavior patterns.”

Besides the 30-second reduction in AHT and estimated year-one cost savings, TruConnect expects a 20 percent cost savings in year two, also as a result of time saved through additional automation with CRM integration for customer look-up.

New knowledge base integrations and real-time guidance enhancements for Agent Assist are all part of Five9’s Spring 2021 product release. All enhancements were made possible through the Five9 Hyperscale Architecture, an environment which provides extensible and scalable option for customers looking to move their contact centre to the cloud. Through robust and continuous enhancements, Five9 ensures to help enterprises reimagine their customer experience in a more recursive fashion.

Anand Chandrasekaran, EVP of Product Management at Five9, said: “The ability to incrementally improve, and, in some cases, rethink customer experience is critical in today’s fast-changing service landscape.”


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