Developing
Interview format: results are self-reported by IAA and Five9, with no measurement periods.
In 60 seconds
- IAA added an intelligent virtual assistant, AI insights and agent-assist tools, and integrated chat and text with its telephony.
- Reported: 25% rise in digital platform use, 300% rise in chat and text engagement, NPS from 17 to 47, backlog from 20,000 to 1,000.
- First-call pickup time fell from about 20 minutes to "four"; the unit is presumably minutes.
- Agents took part in use-case design, testing and feedback.
Impact Layer
- What changed
- A named operator has shared before-and-after numbers for a contact-centre platform change.
- Why it matters
- Few contact-centre vendors publish customer numbers, so even self-reported figures help set expectations.
- Who is affected
- Contact-centre leaders considering platform and AI changes.
- Martech stack area
- AI, Customer Experience
- Stack impact
- When you ask vendors for references, ask for baselines, periods and which results came from process change versus technology.
- Business impact
- Low Interview at CCW Nashville, reported by CX Today. All figures come from IAA's Cordell Miles and Five9's Tony Sorensen, with no independent verification or measurement periods.
- Related technologies
- What to watch
- Whether IAA's move to agentic AI repeats the gains.
CX Today’s Sophie Wilson interviewed IAA’s Cordell Miles (workforce manager) and Five9’s Tony Sorensen (CIO) at CCW Nashville.
What IAA changed
- Added an IVA, AI insights and agent-assist tools, and is moving toward agentic AI.
- Integrated chat and text with its telephony environment so agents can handle several channels.
- Involved agents in use-case design, testing and feedback.
- Uses AI analytics to surface recurring issues for business leaders.
Reported results (self-reported)
- 25% increase in digital platform use during the transition; 300% increase in chat and text engagement.
- NPS rose from 17 to 47 (per Sorensen).
- Case backlog fell from 20,000 to 1,000.
- First-call pickup time fell from about 20 minutes to “four”.
- Attrition improved; no figures were given.
Quotes
Miles: “We wanted to develop a culture that was employee first, as well as looking at the customer experience.” Sorensen: “Process always precedes technology.”
Not stated
Measurement periods and baselines, whether the NPS, backlog and pickup figures cover the same period, and the unit for “four”.
Our read
The results are plausible and unaudited. The useful line is Sorensen’s: fix the process before you add technology.
Sources
- CX Today: How IAA Transformed Its Contact Centre with Five9 AI (opens in a new tab)
Source for the results, quotes and what the interview does not state.