Cloud contact center provider Five9 this week announced that it has revamped its intelligent virtual agent (IVA) development platform, added pre-built IVA applications for the health vertical, and tapped partners for integration of voice biometrics, real-time speech analytics, and agent coaching.
These updates reflect the desire Five9 sees among its customers to increase their use of conversational self-service along with live agent support, Callan Schebella, EVP of product management at Five9, shared with No Jitter via email. Five9 sees “enormous demand for IVAs as customers seek to increase automation rates to manage costs while improving the customer experience,” he added.
