Five9 has announced its latest AI release—the Five9 Genius AI Suite—along with the four-step Five9 Genius AI process, a strategic approach to delivering a fully customizable, AI-powered experience across the customer journey.
The Five9 Genius AI process is a four-step approach for customers who are unsure about where to start their AI journey. It features four consecutive steps: Listen, Analyze, Tailor, and Apply. The methodology focuses on discovering comprehensive and rich data, analyzing operational gaps with insights, and tailoring models with contextual data and knowledge to deliver truly personalized experiences.
Each step is complemented by a solution from the Five9 product suite:
- Listen: Using solutions such as Five9 VoiceStream and TranscriptStream, organizations can better understand customer engagement data from customer interactions regardless of touchpoints (calls, webchat, SMS, email, WhatsApp, etc.).
- Analyze: With Five9 AI Insights and Five9 Analytics, the organization’s data is securely analyzed to gather insights and allow for intelligent recommendations that help with better-informed decisions.
- Tailor: Five9’s GenAI Studio enables organizations to configure custom AI models and ground them with their own contextual data, whether from the Five9 Data Lake, customer data from integrations, or enterprise knowledge.
- Apply: Using Five9’s complete set of native AI products, including Five9 Voice IVAs, Five9 Digital IVAs, AI Authentication, AI Agent Assist Guidance Cards and Checklist, and AI Summaries, allows organizations to seamlessly apply AI across their CX business.
This process aims to help companies identify high-value AI cases, implement them, and deploy them to realize the full ROI. The comprehensive set of orchestrated solutions creates AI-powered CX journeys, enabling more contextual and personalized interactions.
“AI has enormous potential to improve the customer experience. However, many organizations 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 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. With the Five9 Genius AI product suite and a flexible, customer-centric process, our goal is to enable customers to deliver rich, insightful, elevated customer experiences at every touchpoint,” said Callan Schebella, Executive Vice President, Product Management at Five9.
The company also presented the Five9 AI Knowledge solution, which is also part of the Five9 Genius AI Suite. AI Knowledge provides quick answers to any customer question in real time, using contextual data from an organization's vast knowledge sources. The solution promises to reduce costs, hold time, and customer frustration. Five9 AI Knowledge is in preview and will be available in Q4 2024.
