Five9 Intelligent Virtual Agent (IVA) uses conversational AI to answer common questions and resolve routine customer issues quickly, deflecting repetitive contacts from live agents while preserving context like identity and intent for smarter routing and agent guidance when escalation is needed. The datasheet highlights capabilities such as speech recognition, NLP, text-to-speech, tone analysis, no-code workflow design, omnichannel self-service across voice, chat/SMS/social and mobile, analytics and reporting, and integration with customer information systems. It supports 120+ languages and offers WaveNet-style human-like speech with text-to-speech in 17 languages, and includes an example where an organization handled 87% of calls without an agent and scheduled 65K callbacks in one week.

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