Five9

Customer calls into the main service line.

Five9 IVA identifies the intent as 'Claim Status' using NLU.

IVA queries the backend database via API for claim ID.

IVA speaks the status and offers to send a confirmation SMS.

Call is resolved without agent interaction.

Agent starts a recorded outbound call.

Five9 Agent Assist listens for specific legal keywords.

A visual checklist on the agent's screen turns green when the disclosure is read.

If the call ends without the disclosure, a supervisor is alerted immediately.

Customer starts a web chat but requests a callback.

Five9 retains the chat transcript and passes it to the voice agent.

Agent receives the screen pop with the full context of the chat conversation.

Agent addresses the customer by name and continues from the last chat message.

Workflow Automation triggers an outbound dialer 24 hours before an appointment.

The system plays a personalized message or uses a text-to-speech engine.

The customer presses '1' to confirm or '2' to reschedule.

Data is synced back to the clinical management system instantly.

Five9 Predictive Dialer calculates agent availability and lead quality.

Dialer filters out non-human responses automatically.

Agent is connected only when a live human answers the phone.

Conversion rates increase due to higher 'talk time' per hour.

Call ends and the audio is processed by Five9 Genius AI.

A structured summary (Intent, Resolution, Action Items) is generated.

The summary is automatically injected into the CRM 'Notes' field.

Agent reviews the summary in 5 seconds and moves to the next call.

Inbound call is identified as Spanish based on the caller's phone number prefix.

Five9 Intelligent Routing directs the call to a Spanish-speaking queue.

If no agent is available, AI-powered Real-time Translation allows an English agent to chat with the customer via translated text.