About Our Client

Five9 is a cloud contact center provider whose Genius CX Platform blends AI and human agents across voice, web chat, SMS, email, WhatsApp and video, with banking and insurance among its core industries. Five9 wanted ready-to-deploy AI agents that could fully resolve high-volume customer requests instead of sending every call and chat to a human agent. From March to December 2025, MeritBey designed and built Project Claimline, a set of insurance and banking AI agents on the Five9 platform. Customers can now report a claim, check claim status, block a bank card or verify a fraud alert over voice, web chat or SMS, and complex cases reach a human agent with identity, intent and a conversation summary already on screen. We built the agents with Five9 Genius AI and Studio and connected them to policy, claims, core banking, CRM and identity systems.