Case Study: Alivi achieves 3,700+ automated non-emergency ride activations and reduced member wait times with Five9

Virtual Agents Activate Thousands of Non-Emergency Rides

Alivi provides technology and advisory services that help health plans deliver member benefits like non‑emergency medical transportation. Facing weekly call volumes that swung from 100 to 40,000, an outdated on‑premises contact center with limited visibility and reporting left members without reliable self‑service or multi‑channel options, harming CSAT and straining agents.

Alivi migrated to Five9’s cloud contact center and deployed digital engagement (chat, SMS, email), Agent Desktop, and an AI virtual agent branded “Ava,” going live in two weeks. Ava automates routine tasks—authentications and return‑ride activations—enabling over 3,700 return rides in weeks, reducing wait times, boosting agent efficiency, improving reporting and scalability, and supporting Spanish language interactions.

Alivi

Henry Hernandez

Director of Non-Emergency Medical Transportation Operations