Five9 has announced a new addition to its Genius AI Suite, aiming to revolutionise enterprise Customer Experience (CX) with an end-to-end AI process that reduces hold time and frustration. Five9 also presents AI-driven insights, customisation methods and the ability to apply these insights to real-world scenarios. The AI Knowledge feature is set to be available in Q4 2024.
- Five9 introduces the Five9 Genius AI Suite, offering an end-to-end AI solution for enhanced CX.
- The AI suite includes AI Knowledge, harnessing GenAI to provide quick and accurate responses to customer queries in real-time.
- The Four-step Five9 Genius AI process helps businesses leverage AI effectively by listening, analysing, tailoring, and applying AI solutions across the customer journey.
Five9 Unveils AI Suite for Enterprise CX Transformation
Five9, the forerunner in Intelligent CX Platform, has recently announced an all-inclusive approach to transform enterprise CX. By introducing an end-to-end AI suite and a four-step process, named Five9 Genius AI, they aim to deliver a fully customisable, AI-elevated customer experience (CX) across the customer journey.
Identifying and Implementing High Value AI Cases
Five9’s strategy focuses on enabling companies to rapidly identify high value cases for AI, implement and deploy them. All of this is made possible with the guidance and support of Five9 experts. The orchestrated solutions, forming a comprehensive set, create AI-powered CX journeys, empowering companies to offer more contextual and personalised interactions that align with their business goals.
Introducing AI Knowledge: a Game-Changer in Customer Experience
Five9 AI Knowledge, the latest addition to the Five9 Genius AI Suite, utilises the prowess of GenAI to address one of the biggest pain points in customer experience – quick access to answers. Until now, existing technologies relied heavily on curated FAQs and knowledge bases to reference answers, a method which can be limiting. AI Knowledge eliminates this problem by distilling a customer’s request in real-time, using contextual data pulled from an organisation’s extensive knowledge sources to accurately identify and provide the most relevant answer for every interaction.
“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,” said Callan Schebella, Executive Vice President, Product Management at Five9. “Five9 has been a trusted partner to our customers with 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.”
Four-Step Approach to AI Implementation
The Five9 Genius AI process features a four-step approach: Listen, Analyse, Tailor, and Apply.
1. Listen: This initial step helps organisations better understand customer engagement data from customer interactions across all touchpoints.
2. Analyse: Securely analyses the organisation’s data to gather insights and allow for intelligent recommendations that facilitate better-informed decisions.
3. Tailor: Organisations can customise AI models grounded with their own contextual data.
4. Apply: This step allows organisations to seamlessly apply AI across their CX business.
Final Thoughts
Five9’s new suite and approach with its ability to identify and implement high value AI cases, coupled with the introduction of AI Knowledge, could support companies struggling with customer experience. However, it’s worth noting the inherent complexity and evolving nature of AI. As Five9 guides its customers through the AI journey, it will be interesting to see the real-world impact of these advancements on customer experiences and business outcomes.
FAQs
Q: What is the Five9 Genius AI process?
A: The Five9 Genius AI process is a strategic approach that allows companies to quickly identify high value AI cases, implement and deploy them.
Q: What is Five9 AI Knowledge?
A: Five9 AI Knowledge harnesses the power of GenAI to provide quick access to answers for any customer question by using contextual data pulled from an organisation’s knowledge sources.
Q: How does Five9 help organisations in their AI journey?
A: Five9 offers a four-step approach called the Five9 Genius AI process, which includes Listen, Analyse, Tailor, and Apply steps to guide organisations through implementing AI effectively.
Q: What are some of the solutions provided by Five9 to enhance customer experiences?
A: Five9 provides solutions such as Five9 Voice IVAs, Five9 Digital IVAs, AI Authentication, AI Agent Assist Guidance Cards, and AI Summaries to help companies design and apply personalised experiences to improve engagements.
