Demo Webinar: How to Use IVAs to Streamline and Personalize Your FAQ Experience

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Presented by

Erin Wilson (Director, Technical Marketing, Five9), Mat Ladley (Enterprise Solution Consultant, Five9)

About this talk

People expect personalized, consistent, and fast answers. Static website FAQs are quickly becoming a thing of the past. According to Five9’s Customer Service Index Report, people rank phone as their #1 channel of choice for general customer service issues, but that doesn’t have to mean always connecting with a live agent. By leveraging intelligent virtual agents, people can quickly obtain answers to frequently asked questions on their own, freeing your agents to work on more complex issues. Five9 IVAs use intent mapping to understand and answer your customers' FAQs and can even provide proactive follow-up actions based on need. In this webinar, we will demonstrate three ways a single business can use the Five9 Intelligent Virtual Agent to streamline conversations with: Employees: addressing questions about benefits and open enrollment Customers: going above and beyond the FAQ answer Business Partners: delivering a self-service experience on every channel

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Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,500 customers worldwide and facilitating billions of call minutes annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to create more human customer experiences, to engage and empower agents, and deliver tangible business results. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps contact centers increase productivity, be agile, boost revenue, and create customer trust and loyalty.