Case Study: Five9 achieves higher self-service accuracy with Deepgram

Five9 doubles user authentication rates with Deepgram

Five9, an industry-leading provider of cloud contact center solutions, faced the challenge of elevating the performance of its self-service channels. A primary issue was achieving high speech recognition accuracy, particularly for critical alphanumeric inputs like order and tracking numbers, which often failed and required live agent intervention. To address this, Five9 partnered with vendor Deepgram to integrate its Nova-2 automatic speech recognition model into the Five9 Intelligent Virtual Agent (IVA) platform.

By implementing Deepgram's highly accurate speech-to-text technology, Five9 significantly improved transcription performance. The solution delivered measurable results, including a major healthcare provider doubling its user authentication rates. Deepgram's integration enabled higher self-service containment rates, substantial cost savings for Five9's customers, and an enhanced customer experience due to more accurate and efficient interactions.

Five9