Deepgram and Five9 Partner to Revolutionize Contact Center AI

Deepgram’s Nova-2 automatic speech recognition model is now generally available as a speech-to-text option in Five9 IVA Studio 7, aiming to improve the accuracy and effectiveness of contact center self-service applications. The integration focuses particularly on recognizing spoken numeric and alphanumeric information, such as account, order, tracking, policy, and vehicle identification numbers, an area where Deepgram reports being two to four times more accurate than alternative speech-to-text options in real-world tests. Since self-service interactions frequently escalate to live agents despite their substantially lower cost, improved transcription can increase containment rates, reduce support expenses, and improve customer experiences; one healthcare provider reportedly doubled user authentication rates after adopting Deepgram. The partnership also emphasizes low-latency real-time and post-recording transcription, easier deployment through IVA Studio’s integrated selection option, and configurable conversational AI workflows, while Five9 positions the offering within its broader cloud contact center platform.

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