In a recent conversation, Ben Edwards, Director of CX and AI Programs at Sandler Partners, and Kayla Dozier, Senior Solutions Consultant at Five9, discussed how Five9’s CX platform and AI agents are empowering efficiency for their clients. Kayla highlighted a success story with a healthcare organization that provides diagnostic testing to millions, assisting them in streamlining high-volume interactions by enabling automated scheduling for test kit pickups. The result? A 45% containment rate across more than 160,000 interactions, reducing reliance on live agents while improving the overall patient experience.
Five9 brings a few key differentiators to the table that stood out in this deployment, including:
- AI-powered containment — Automates routine interactions, resolving a significant percentage of inquiries without live agent involvement.
- Seamless agent handoff — When escalation is needed, live agents receive full interaction context, enabling more personalized conversations.
- Flexible workflow automation — Intuitive tools allow organizations to build and adapt workflows based on specific operational needs.
- Improved experience at scale — Faster resolutions and convenient self-service options enhance both patient and agent experiences.
Together, these capabilities help organizations reduce operational strain while delivering more responsive, convenient service experiences. For Partners, Five9 represents an opportunity to support customers looking to implement AI agents to help drive efficiencies and improve customer experience.
To learn more about how Five9 can support your customers with AI-driven engagement, connect with your Channel Director or explore Five9 in the Sandler Portal.