TruConnect Leverages AI to Drive Call Handling Improvements with Five9 Agent Assist

TruConnect provides mobile hotspots, smartphones, mobile data plans, and prepaid cell phone talk and text plans on the T-Mobile network. Handling more than 62,000 calls per month across three contact centers globally, TruConnect implemented the Five9 Intelligent Cloud Contact Center during the pandemic so that agents could work remotely while maintaining the same level of productivity. The company also chose to participate as an early adopter of Five9 Agent Assist helping to evolve the solution through real world feedback, adding to the Five9 vision of making AI in the Contact Center both practical and impactful.  

Agent Assist uses AI, natural language processing (NLP) and machine learning (ML) to assist human agents before, during and after customer interactions. As TruConnect agents handle calls, Agent Assist provides a transcript of each interaction in real time, and call summaries are simultaneously created, cutting down on after-call workload. Agent Assist also delivers real-time guidance and reminders that help TruConnect agents identify additional services they can offer to customers. After a call, the agent confirms that the summary is correct, they adjust it or add notes, and then upload it to the CRM or database of choice through the Five9 native integrations. The call notes, call summaries, and transcripts are also stored in the FIve9 platform.  

“Faster agents with good data help us be more efficient and make better choices,” said Lucy Sung, COO at TruConnect. “Being part of the Five9 early adopter program for AI has proven that even efficient call centers can be improved by using the automated summaries. This also assists us in gaining additional insight into our customer behavior patterns.”   

In addition to the 30-second reduction in AHT and estimated year-one cost savings, TruConnect expects to see a 20% cost savings in year two as a result of time saved through additional automation with the CRM integration for customer look-up.  

Five9 deployed new knowledge base integrations and real-time guidance enhancements for Agent Assist with the Spring 2021 product release. This and other enhancements were made possible through the Five9 Hyperscale Architecture, which provides an underlying extensible and scalable option for customers looking to move their contact center to the cloud. For existing Five9 customers, it ensures that Five9 can deliver enhancements and innovation in a more agile way. The robust set of continuous enhancements that Five9 has delivered over the course of 2020 and 2021 are designed to help enterprises reimagine their customer experience in a more iterative way.  

“The ability to incrementally improve, and, in some cases, rethink customer experience is critical in today’s fast-changing service landscape,” said Anand Chandrasekaran, EVP of Product Management, Five9. “We are delighted to see TruConnect embracing innovation and achieving tangible improvements with Agent Assist. By combining machine intelligence and human oversight to address the universal need for better insight into customer interactions, Five9 Agent Assist exemplifies the promise of practical AI in solving real-world business challenges.” 

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About TruConnect 

TruConnect is the fastest-growing wireless Lifeline provider in the US, delivering affordable mobile products and services to all Americans. The company is committed to expanding availability of wireless services and helping more Americans gain access to critical resources for healthcare, employment, and education while staying connected to family and friends. With no-contract plans for wireless voice, text, and data, as well as easy-to-use and affordable mobile devices like handsets and hotspots, TruConnect is bridging the digital divide for many Americans who have otherwise been unable to afford such services, or have been previously overlooked by traditional carriers. 

For more information, please visit www.TruConnect.com.