Case Study: Central Bank halves agent call volume with Five9 Intelligent Virtual Agent

Central Bank Cuts Call Volume in Half

Central Bank, a $20 billion community-focused bank based in Jefferson City, Missouri, needed to reduce heavy call volumes while preserving its hometown customer experience. Its customer service center handled more than 3,000 inbound calls daily across 13 markets and 140 locations but faced hiring constraints and wanted to introduce AI/NLP self-service without losing the ability for callers to reach local employees.

Using Five9’s Intelligent Virtual Agent, digital engagement, workforce management and Salesforce integration, Central Bank deployed DTMF and natural language routing and tuned NLP daily with Five9 support. The DTMF menu halved operator call volume, and NLP cut calls further to about 1,200 per day (>50% reduction), achieving ~80% intent-match and a roughly 20% fail rate—among the industry’s lowest—while preserving live-agent access and customizable routing to 3,500 employee extensions.

Central Bank

Mary Beth Gillum

SVP Customer Service