Solution Guide

Atnative Intelligent Virtual Agent Solution Guide

Consumer Demand Drives Contact Centers to Invest In

Automation

As a contact center manager (and a consumer), you understand how our

relationship with technology has changed. From the moment we open our
eyes until the minute our heads hit the pillow, we are now glued to our
smart devices— and we increasingly interact with them through voice.
We’ve become accustomed to speaking to our smartphones and smart
speakers in a natural and conversational manner. We’ve also come to
expect them to understand us with great accuracy and help us navigate
the complexities of our day. Adoption is astonishing. Already one in four
US adults now owns a smart speaker, and more than half of those who
own them use voice commands at least once a day.

As consumers become accustomed to getting help from their personal

virtual agents, they now increasingly prefer to have self-service options
when contacting a business for service. In a Capgemini study, Nearly 70%
of respondents said they will progressively replace visits to a store or bank
with their voice agent Within three years’ time.2 According to industry
analyst

Donna Fluss, “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 or using chat boxes, provided they do
their jobs well.”

At the same time that customers are showing an increased preference for
self-service through voice interfaces, overall consumer demand is
increasing.

There are now more consumers purchasing more goods and services than
ever before, which is driving an increase in service volume. And with more
devices at their disposal, consumers expect service across more channels.

Intelligent virtual agents (IVAs) are automated, Self-service applications

that you can offer to your customers. They offer capabilities that are
similar to human service and support agents – they just never rest or take
a vacation – and they’re substantially cheaper.

Virtual Agents Have Skills

For example, they can understand human speech in over 100 languages
and respond using text-to-speech (TTS) that is almost indistinguishable
from a human agent. IVAs can be configured with very basic skills – The
most basic agent might simply answer the phone, Ask the caller if she
wants to maintain her place in queue, and schedule a callback. An
advanced IVA might have the skills to understand human speech in
multiple languages; determine intent using natural language processing;
process PCI-compliant payments; and respond in multiple languages over
the phone, via Chat, or messaging channels.

Virtual Agents Can Automate Things

They can perform all kinds of tasks to care for customers. They can make
appointments, reset passwords, look up orders, survey customers, process
payments, and answer all kinds of questions – over the phone, chat, or
messaging channels.

Agent skills

• IVR

• Speech Recognition

• Natural Language Processing

• Text-to-Speech

• Voice Biometrics

• Sentiment Analysis

• SMS

• In-App Chat

• PCI-Payments

• HIPAA-Compliance

• Intelligent Callbacks

• BroadWorks Integration

• Workflows

• Dialer
• Remote Data Connectivity

Upgrade from IVR to IVA for More Conversational Self-Service

We offer an easy-to-use, visual, IVR builder as part of the Five9 Intelligent

Cloud Contact Center. IVR enables human-computer interaction for
Inbound and autodial campaign calls. Five9 Intelligent Virtual Agent is
more powerful than the previous generation of technology, enabling calls
to be transferred to intelligent virtual agents that Use the latest speech-
to-text, text-to-speech, and Natural language processing from Google, IBM
Watson, And other cloud-based conversational AI providers. This enables
Five9 customers to easily build and deploy Self-service applications that
automate many more of the routine and repetitive tasks that are
traditionally Handled by live agents.

How Does it Work?

Using our code-free, visual builder, you can drag and drop components to
create your IVA, or customize one of the prebuilt IVA templates. Then,
configure the Five9 Transfer Module to pass incoming calls and caller data
to a virtual agent. The virtual agent can then offer a wide variety of self-
service capabilities, using speech recognition and Text-to-speech in
hundreds of languages and a wide variety of voices. What’s even more
powerful is that, as described in the next section, your virtual agents will
be able to respond to open ended prompts like “How can I help you
today?” using natural language processing. This makes the user
experience more conversational while enabling you to automate tasks
that were previously too cumbersome to be handled using speech
recognition.

By 2024, 40% of enterprise Applications will have

Embedded conversational AI, up from less than 5% in 2020.

Natural Language Processing

Virtual agents that understand

Natural language processing makes it easier for your customers to get
support through selfservice because the complexity of the interaction can
be dramatically simplified. It also increases the percentage of inquiries
that can be automated, helping you reduce costs. NLP lets you eliminate
complex IVR menus and go beyond speech-enabled, directed dialog
systems. Five9 Intelligent Virtual Agent helps you embrace NLP by
packaging and integrating the most advanced technologies from
companies like Google and IBM into Five9.

With NLP you’ll be able to do:

Intent Matching: This enables your virtual agent to determine what your
customer wants. Intents are created for anything a customer might
request. For each intent you simply provide a set of examples for how the
customer might make the request. For example,

“I want to make an appointment” or “I want to cancel an appointment.”

The virtual agent then matches user requests against intents that it knows
how to resolve

(“Book Appointment” or “Cancel Appointment”). As customers use your

virtual agents, you can incorporate what they’ve said into training
examples that help them get smarter over time.

Entity Extraction: This helps you extract important information from

what is said to your virtual agent so that you are able to act on it. This
information can include system entities like dates, times, place names,
amounts, developer defined entities or temporal user entities.

Dialog Control: This allows you to control the flow of the conversational
experience between the customer and the virtual agent so that you can
optimize the dialog to quickly and accurately collect the Information
needed to respond to their request.

Common Use Cases and Cost Benefits

Natural Language Call Steering

Many businesses use IVAs to steer calls to the correct person or
department (“Please tell me who you’d like to reach”). Calls can be routed
quickly and easily without

requiring the caller to wait for a receptionist.

Appointment Scheduling

Customers, including health care providers, use IVAs to schedule

appointments and send reminders. This improves the customer
experience by allowing customers to book appointments at any time of
the day or evening. It also lowers the cost to serve by reducing the need
for more front office staff.

PCI-Compliant Payment Processing

A large state government organization uses IVAs to rocess payments for

all kinds of services, including renewing drivers’ licenses and paying fees.
The customer handles up to 500,000 calls every month. By automating
payment processing, they have saved hundreds of thousands of dollars
each month in labor costs while ensuring that payment processing
complies with PCI-DSS regulations.

Insurance Enrolment

An organization offers health benefit enrollment through

IVAs processing 350,000 calls per month. Automating

Enrollment enables them to scale up during busy

Open enrollment periods while lowering labor costs by

Hundreds of thousands of dollars each month.

Virtual Concierge

A major hotel chain allows consumers to manage

Reservations through IVAs. It handles more than 600,000

Calls each month and improves the service experience

By enabling travelers to make and change reservations

More conveniently

Order Lookup

Provide customers with a 24-hour helpline to query order

Status. You don’t have to roster more agents to work

Around the clock. The Order Lookup application means

You can quickly create and deploy a self-service system,

Providing greater customer service at minimal cost.

Service Activation
Easily create a customer service message to greet

Each new client with news of service activation, drawing

Data from a spreadsheet or through simple integration.

Outage Notification

Make prompt service outage calls by automating the

Process through simple customization within the Outage

Notification app. It’s extremely easy to create a branded

Message to enhance the customer experience.

Smart Attendant

Recognize customers with a personalized interaction,

Not a tree of menu options, by referring to data you

Already have. The Smart Attendant app makes it easy to

Integrate speech recognition and custom text-to-speech

Prompts based on location, preferences, and history.

Smart Router
Call volumes vary with the day, time of day, seasons,

And holidays. Use the Smart Router app to route calls

Based on a range of variables. This is the quick and

Smart way to implement intelligent call routing and

Enhance the customer experience.

Snow Days

Use the Snow Days app to create any campaign where

You need to quickly get a message out to a defined

Group with a minimum of fuss. Don’t waste time fielding

Calls; get the message out first.

Subscription Lookup

Offer customers a service to look up their membership

Details. Establish an automated service to provide a 24×7

Helpline that simply queries records based on the

Member number.

Subscription Reminder

Keep the customers you already have. Implement

A reminder system to contact clients when membership

Nears expiry. The Subscription Reminder app makes

It easy to get started and to create the right messaging

To reflect your brand. Think laterally and create

Another campaign to offer special deals on landmark

Anniversaries.

Support Ticket Update

The Support Ticket Update app makes ticketing even

Smarter by providing clients with updates via automated

Outbound calls. It’s a simple, affordable way to keep

Customers informed. Create and initiate multiple

Campaigns, run from a spreadsheet, or integrate with

Other systems.

Survey

Add an extra level of customer care with outbound

Surveys or present your employee satisfaction survey as

A handy telephone poll. Multiple pre-made templates

Mean endless options for easy customization.

Task library:-

Teleclock

The Teleclock solution is the smart choice for a remote

timekeeping system. Field workers use a standard

telephone to call in and clock on and off. Authentication

is by voice biometrics, yet this solution is inexpensive

and easy to set up.

Text Alert Sign Up

A quick and easy way for your customers to sign up

to receive your important alerts. Paired with our Outage

Notification or Snow Day Apps (SMS and voice), the Sign

Up App maintains a list of all your customers who want

to receive important messages.

Track + Trace

Track + Trace makes sense in a high volume call

environment. The Track + Trace app means you can

quickly create a self-service option yet retain the ability

to speak to an agent where necessary.

ZIP Code Router

Promote a unified brand presence and deliver

personalized local service using the ZIP Code Router

app. It’s quick and simple to update the app to direct

calls based on a caller’s ZIP code. Enjoy the efficiency

of centralization.

Service Outage

Make prompt service outage calls by automating the

process through simple customization of the application.

It’s easy to create a branded message to enhance the

customer experience.

Natural Language Call Steering

This is an inbound task that uses the caller’s spoken

phrase to determine a transfer destination. The task

welcomes the caller and starts with the prompt “How

can I help you today?” It provides a standard call

steering data store for caller utterance and steering

destination reports.

Salesforce Lookup

This is a pre-packaged integration with Salesforce.

It enables the virtual agent to read and write from the

Salesforce CRM.

MS Dynamics Lookup

This is a pre-packaged integration with Microsoft

Dynamics. It enables the IVA to read and write from

the Dynamics CRM.