In short: Tech Stack Advising, a trusted Five9 consulting and support firm with certified Five9 engineers, designed, built, and launched a Five9 Intelligent Virtual Agent (IVA) for ABC Medical. In the first three weeks, the Five9 IVA resolved 1,230 calls without a live agent, automated 23.6% of order status calls, and cut the service abandon rate by 34%.
Every inbound caller at ABC Medical reached the same basic IVR path, and every meaningful request landed with a live agent. Tech Stack Advising replaced that static IVR with a Five9 Intelligent Virtual Agent that authenticates callers, understands intent, routes to the right team, and fully automates order status inquiries.
At a Glance
- Client
- ABC Medical, a healthcare organization with multiple contact center lines of business
- Platform
- Five9 Intelligent Virtual Agent
- Lines of business
- Service, NCE, RCM, and Referral Management
- Measurement window
- 11,042 inbound calls, April 1-21, 2026
The Challenge
The legacy IVR could move callers through a menu tree, but it couldn't authenticate them, understand why they were calling, or resolve simple requests. Every caller entered the same live-agent path regardless of need.
- No intent recognition before routing.
- No self-service for routine order status inquiries.
- Service handle time averaged 7:08 against a 6:00 target.
Our Approach
Instead of asking only how to staff for demand, we asked which calls shouldn't reach an agent at all. The IVA was built around three capabilities:
Authentication
Verifies caller identity up front, so agents stop repeating verification work.
Intelligent Routing
Identifies why the caller is calling and sends them to the right skill group.
Self-Service
Authenticated callers get order status answers instantly, without waiting for an agent.
The Results
ABC Medical went live in April 2026. In the first three weeks after launch:
| Metric | Before | After | Impact |
|---|---|---|---|
| Order Status self-service | 0% | 23.6% | Routine order inquiries resolved without an agent |
| Total IVA containment | 0% | 11.1% | 1,230 calls resolved with no live-agent transfer |
| Service handle time | 7:08 | 6:47 | 21 seconds faster per call |
| Service abandon rate | 0.41% | 0.27% | 34% fewer abandoned calls |
| Referral Management handle time | 4:02 | 3:16 | 46 seconds faster per call |
“I enjoyed working with your team. We spent many hours together, and it's great to see a successful launch. We are eager to monitor our metrics and successes, and look forward to working with you in the future.”
Five9 IVA Support & Consulting FAQ
What is a Five9 Intelligent Virtual Agent (IVA)?
A Five9 IVA is Five9's AI-powered voice and chat self-service tool. Unlike a traditional IVR menu, it understands natural language, authenticates callers, identifies why they are calling, and can resolve routine requests, such as order status, without a live agent.
How long does a Five9 IVA implementation take?
For ABC Medical, the Five9 IVA went from design to live production in a matter of weeks. Timelines depend on how many intents, integrations, and lines of business are in scope. A focused first phase built around a few high-volume intents is the fastest path to measurable containment.
Can you help if our Five9 IVA is already live but underperforming?
Yes. Tech Stack Advising provides ongoing Five9 IVA support and optimization: tuning intents and prompts, fixing routing and authentication, improving containment, and building reporting so you can see exactly where callers drop out or transfer.
Does Tech Stack Advising offer Five9 consulting and support beyond the IVA?
Yes. We're a trusted, US-based firm with certified Five9 engineers. We provide Five9 consulting, implementation, and support across IVR and call routing, agent desktop, Salesforce and CRM integrations, reporting, and AI add-ons, along with Genesys, NiCE, and Zoom.