Revolutionizing contact center AI with Deepgram and Five9
Revolutionizing contact center AI with Deepgram and Five9
4 PagesFive9 integrated Deepgram’s Nova-2 speech recognition into IVA Studio 7 to improve self-service containment rates. Self-service costs approximately $0.10 per interaction versus $8 for live agents, but poor alphanumeric transcription accuracy often forced escalation. Deepgram delivered 2–4x higher accuracy for inputs such as account numbers, VINs, and tracking IDs. A major healthcare provider doubled authentication rates after adoption. The partnership improved containment rates, reduced operational costs, enhanced customer satisfaction, and enabled faster deployment of conversational AI workflows.
