Cloud contact centre vendor Five9 has announced the latest addition to its Genius AI product portfolio. This offering aims to enhance customer experiences by providing quick answers to customer inquiries, utilising Generative AI (GenAI) and extensive contextual data insights.
The new solution, part of the Five9 Genius AI Suite, seeks to address the limitations of existing technologies that depend on curated FAQs and knowledge bases. The Five9 AI Knowledge feature will allow real-time distillation of customer requests by leveraging an organisation’s vast knowledge sources. This capability aims to provide the most relevant answers for customer interactions, whether these are managed by virtual or live agents.
Callan Schebella, Executive Vice President of Product Management at Five9, said, "AI has enormous potential to improve the customer experience. However, many organisations still struggle with how to use AI effectively, given that it is complex, ever-evolving, and often poorly implemented. Five9 has been a trusted partner to our customers and has extensive expertise in CX and AI. We don’t just build AI-enabled CX products; we guide customers in every step to successfully implement and evolve solutions that map to their business needs."
The latest addition forms part of Five9's end-to-end AI suite, which adopts a four-step approach dubbed the Five9 Genius AI process: Listen, Analyse, Tailor, and Apply. This method aims to guide companies through identifying high-value use cases for AI, implementing and deploying them, and ultimately realising a return on investment sooner.
In the first step, Listen, the Five9 Intelligent CX Platform helps organisations better understand customer engagement data from various touchpoints, including calls, web chat, SMS, and email. This step involves using solutions like Five9 VoiceStream and TranscriptStream to build a strong data foundation.
The second step, Analyse, utilises tools such as Five9 AI Insights and Five9 Analytics to securely analyse the organisation’s data. This allows for gathering insights and making intelligent recommendations to enhance self-service and streamline customer and employee experiences.
In the Tailor step, organisations can use Five9’s GenAI Studio to configure custom AI models based on their own contextual data. Whether using data from the Five9 Data Lake, customer integrations, or enterprise knowledge, AI Knowledge facilitates the distillation of information from any format to meet specific business needs while adhering to data security guidelines.
The final step, Apply, involves the seamless integration of AI across a company's CX operations using Five9’s full range of native AI products. These include Five9 Voice IVAs, Five9 Digital IVAs, AI Authentication, AI Agent Assist Guidance Cards and Checklist, and AI Summaries. This comprehensive approach is designed to enhance customer engagement by delivering personalised experiences.
Maribel Lopez, Founder and Principal Analyst at Lopez Research, said, "In a rapidly evolving CX landscape, companies need a data-driven approach coupled with a comprehensive suite of AI-enabled products to empower organisations to transform CX. Beyond multichannel and self-service support, organisations need to look for products that deliver AI-driven insights, methods to responsibly customise AI with a company’s specific contextual data, and the ability to apply these insights and knowledge to real world scenarios such as agent assistance and call summaries."
Five9 AI Knowledge is currently in preview and is expected to be available in Q4 2024. Five9 continues to advance its AI capabilities to deliver elevated customer experiences and improved business outcomes.
