Five9 Unveils Genius AI to Streamline Contact Center AI Implementation

The Evolution of AI & Automation in the Contact Center Industry: A Look at Three Generations

The contact center industry has been revolutionized by the advancements in AI and automation over the years. From hand-built speech recognition engines to the emergence of natural language processing tools like Google Dialogflow and Amazon Lex, and now the rise of generative AI (GenAI), the industry has seen significant progress.

One of the key benefits of these advancements is the acceleration of return on AI investments. Tasks that used to take months to fine-tune can now be done in minutes, thanks to the third generation of AI. This has not only made it easier to configure and deploy AI solutions but has also opened up new possibilities for AI use cases in contact centers.

Thomas John, VP of EMEA at Five9, highlights how AI insights can equip agents with customer data and suggested responses before calls, while AI-generated summaries can speed up post-call wrap-ups. This comprehensive approach to leveraging AI throughout the entire lifecycle of customer interactions is reshaping the contact center experience.

As more contact centers recognize the value of AI, they are seeking assistance from vendors to implement and manage AI solutions effectively. Responsible AI policies, data usage transparency, and bias mitigation are becoming top priorities for contact centers looking to leverage AI technology.

Five9 has responded to these demands by launching Genius AI, a four-step process for implementing AI solutions centered around the Five9 data lake. This process allows contact centers to listen, analyze, tailor, and apply AI solutions to enhance customer interactions and drive success.

The Genius AI Suite offers a range of AI solutions, including Voice IVAs, Digital IVAs, AI Customer Authentication, AI Knowledge Management, and more, all seamlessly integrated within the Five9 Intelligent CX Platform. The shared infrastructure of the AI solutions enables reusability of AI models across different solutions, providing consistency and ease of use for contact centers.

Five9 is also ensuring that its partner network supports Genius AI by educating partners on the implementation and delivery of AI solutions to customers. By empowering partners with the necessary knowledge and tools, Five9 aims to expand its reach and deliver more AI deployments through partners across EMEA.

With the recent launch of Genius AI and Agent Assist Advanced, Five9 continues to demonstrate its commitment to innovation in the contact center industry. The upcoming CX Summit in Barcelona promises to showcase even more innovation and insights from Five9 customers, highlighting the next era of CX intelligence.

To learn more about Genius AI and the upcoming CX Summit, download Five9’s eBook: 4 Steps to Delivering Business Value with AI. Stay tuned for more exciting developments from Five9 as they continue to lead the way in AI and automation in the contact center industry.

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