GenAI is redefining the Contact Center, and Five9, a leader in the Contact Center as a Service (CCaaS) market, stays ahead of the curve by making two new products generally available as part of a growing portfolio branded as “Genius AI”. Collectively, (to paraphrase CTO Jonathan Rosenberg), they replace “grunt technologies” with “generative technologies”, reducing both the time and expense associated with improving customer experience and gleaning valuable insights from the conversations and interactions between brands and their customers.

Five9 AI Insights: Real-time Visibility into Customer Issues
The Five9 AI Insights tool offers near real-time analysis of customer interactions to identify root causes of issues. By automatically detecting topics and providing metrics such as customer sentiment, handle time, and CSAT scores, businesses can make data-driven decisions to reduce support costs. This tool enables companies to identify and address recurring issues, reducing the volume of incoming calls and improving agent training and coaching, leading to enhanced customer satisfaction. Additionally, businesses can optimize processes and workflows, streamlining operations and reducing costs.

GenAI Studio: Customizing AI Outputs for Business Needs
Also becoming generally available is Five9’s GenAI Studio, which enables customers to experiment with customizing GenAI models. Initially, the studio allows employees to fine-tune GenAI call summaries by adjusting prompts and adding context. For example, employees can provide more context to the summary by inserting pre-defined variables, such as the name of the agent who handled the call or the name of the specific product discussed. This flexibility ensures that businesses can tailor the outputs to their specific needs, making the summaries more actionable and useful.

Future iterations of the GenAI Studio will include additional customization options, such as enhancing topic detection capabilities to provide more granular insights and integrating with other business systems, such as CRM or ERP, to provide a more comprehensive view of customer interactions.

AI Knowledge: Unlocking Corporate Knowledge with RAG
Five9 has unveiled AI Knowledge, a new product that leverages retrieval augmented generation (RAG) to find answers to questions quickly. By uploading corporate knowledge articles to the AI Knowledge repository, businesses can utilize GenAI models to provide accurate and informed responses. Currently integrated with Five9’s Knowledge Studio, AI Knowledge will be expanded to inform answers for automated self-service chatbots in the future. This capability enables companies to provide agents with instant access to relevant information, reducing handle times and improving customer satisfaction. It also ensures consistency in responses across all customer touchpoints, enhancing brand reputation, and allows businesses to continuously update and refine knowledge articles, keeping pace with evolving products and services.

Maintaining Leadership in CCaaS
These product enhancements demonstrate Five9’s commitment to maintaining its position as a leader in the CCaaS market. With GenAI emerging as a crucial component of modern contact center solutions, Five9’s latest innovations are a necessary step to remain competitive. As GenAI capabilities become increasingly essential for delivering exceptional customer experiences and gaining valuable insights, Five9’s investment in AI-driven innovation ensures the company stays at the forefront of the industry. By delivering advanced GenAI capabilities, Five9 enables businesses to elevate customer experience and gain valuable insights while reducing burdensome workloads on agents and supervisors.

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