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TruConnect Leverages AI to Drive Call Handling Improvements with Five9 Agent Assist
30 Apr, 2021
Automated call transcription and notetaking facilitated a 30-second reduction in overall call handle time within three months, driving a cost savings of nearly 10% in year one.
SAN RAMON, CA - April 28, 2021 - Five9, Inc. (NASDAQ: FIVN),
a
leading provider of the intelligent cloud contact center, announced today that
mobile virtual network operator TruConnect
has
successfully
leverage
d
Five9 Agent Assist
to
realize tangible
call handling
improvements
.
Agent Assist’s
AI
-
powered
,
automated
notetaking and call transcription helped
TruConnect
shave 30 seconds off average call handle time
(AHT)
within three months
,
and
the company
expects an overall cost savings of 7.5% in the first year
as a result of
the
time saved.
TruConnect
provides
mobile hotspots, smartphones, mobile data plans, and prepaid cell phone talk and text plans on the T-Mobile network
.
Handling
more than 62,000 calls per month across th
ree contact centers
globall
y
,
TruConnect
implemented the
Five9
Intelligent Cloud Contact Center
during the pandemic
so that
agents
could
work remotely while maintaining the same level of productivity
. The company als
o
chose to participate as
an early adopter
of
Five9 Agent Assist
helping to evolve the solution through real world feedback, adding to the Five9 vision of making AI in the Contact Center both practical and impactful.
Agent Assist uses AI, natural language processing
(NLP)
and machine learning
(ML)
to assist human agents
before,
during
and after
customer interactions
.
As
TruConnect
agents handle calls,
Agent Assist
provides a
transcript of each
interactio
n
in real time,
and
call
summar
ies are
simultaneously
created
,
cutting down on after-call workload
.
Agent Assist
also
delivers r
eal-time
guidance and reminders
that
help
TruConnect
agents
identify
additional services they can offer to customers
.
After
a
call
,
the
agent confirm
s
that the
summar
y is correct, they adjust it or add notes
, and
then
upload it to the CRM or database of choice
through the Five9 native
integrations
.
T
he
call notes, call summaries, and transcripts
are also stored in the FIve
9
platform.
“Faster agents with good data help us be more efficient and make better choices,” said Lucy Sung, COO at
TruConnect
. “Being part of the Five9 early adopter program for AI has proven that even efficient call centers can be improved by using the automated summaries. This also assists us in gaining additional insight into our customer behavior patterns.”
In addition to
the
30-second reduction in
AHT
and e
stimated
year-one
cost
savings
,
TruConnect
expects to see
a
20%
cost
savings
in year two
a
s a result of
time saved
through additional automation with the CRM integration for customer look-
up
.
Five9
deployed new
knowledge
base
integration
s
and real-time guidance
enhancements
for Agent Assist
with the
Spring 2021 product
release
.
This and other enhancements were made possible through the Five9 Hyperscale Architecture
,
which provides an underlying extensible and
scalable option for customers looking to move their contact center to the cloud. For existing Five9 customers, it ensures that Five9 can deliver
enhancements and innovation in a more agile way. The robust set of continuous
enhancements
that Five9 has delivered over the course of 2020 and 2021
are designed to help enterprises reimagine their customer experience in a more iterative way
.
“
The ability to
incrementally
improve,
and
,
in some cases
,
rethink customer experience is critical in today’s fast-changing service landscape
,” said
Anand Chandrasekaran, EVP of Product Management, Five9
.
“
We are delighted to
see
TruConnect
embrac
ing innovation
and
achieving
tangible
improvements
with
Agent Assist
.
By
combi
ning
machine intelligence and human oversight
to address the universal need f
or better insight into customer interactions
,
Five9
Agent Assist
exemplifies
the
promise of
practical AI
in
solv
ing
real-world business challenges
.”
To learn more, click
here.
About Five9 Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps increase agent and supervisor productivity, connects the contact center to the business, and ultimately deliver tangible business results including increased revenue and enhanced customer trust and loyalty. For more information, visit
www.five9.com.
About TruConnect
TruConnect
is the fastest-growing wireless Lifeline provider in the US, delivering affordable mobile products and services to all Americans. The company is committed to expanding availability of wireless services and helping more Americans gain access to critical resources for healthcare, employment, and education while staying connected to family and friends. With no-contract plans for wireless voice, text, and data, as well as easy-to-use and affordable mobile devices like handsets and hotspots,
TruConnect
is bridging the digital divide for many Americans who have otherwise been unable to afford such
services, or
have been previously overlooked by traditional carriers.
For more information, please visit
www.TruConnect.com
.
