Five9 Introduces Genius AI to Simplify Contact Center AI Adoption

The CCaaS Magic Quadrant leader has gone further to support customers in managing AI with its new Genius AI product line

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Five9 Introduces Genius AI to Simplify Contact Center AI Adoption
Contact CentreInsights

Published: October 10, 2024

Charlie Mitchell

The contact center industry has experienced three distinct generations of AI & automation.

First came hand-built speech recognition engines. Second, around 2012, natural language processing (NLP) emerged with tools like Google Dialogflow and Amazon Lex.

Then, the third generation surfaced with the rise of generative AI (GenAI) two years ago.

Critically, this has accelerated the return to value for AI investments. For example, a speech analytics project that may have taken months to fine-tune two years ago now takes minutes.

Yet, alongside this greater ease in configuration, use, and deployment, the third generation has enabled new AI use cases to reimagine cradle-to-grave contact center experiences – from pre-call insights to post-call automation.

As Thomas John, VP of EMEA at Five9, explains:

“AI Insights equips agents with customer data and suggested responses before the call, and AI-generated summaries speed up post-call wrap-ups – it’s the entire lifecycle of an interaction.”

Given this newfound opportunity, more contact centers are asking their vendors for help starting with AI, managing AI, and delivering streamlined conversations.

In line with this, they’re demanding responsible AI policies, care about how their data is used, and seek assurance that AI models aren’t biased.

Thankfully, Five9 has stepped up to the plate for its customers by launching Genius AI. Here’s how it works.

Five9 Genius AI

Five9 Genius AI is a four-step process for implementing AI, centering on the Five9 data lake. Customers can action that process – as outlined below – by leveraging elements of the Genius Suite, which centralizes the vendor’s AI solutions.

Step 1 – Listen

At this stage, businesses capture information generated on the Five9 CX platform and store it in the data lake. There, contact centers can better understand and enrich their data.

Step 2 – Analyze

Here, contact centers can assess where their pain points lie, using tools like large language models (LLMs) to reduce each interaction down to the core contact driver.

Interestingly, Five9 calculates an impact score to show how each of these drivers impacts the contact center’s workload.

With other Genius Suite tools, contact centers can also consider: is this a self-service issue? Is it an assisted service issue? Could we have avoided the conversation entirely? And more.

Step 3 – Tailor

In this step, business ground AI models – including third-party LLMs from OpenAI, Google, Meta, etc. – to ensure optimal performance within the contact center environments and guard against risks, such as AI hallucinations.

That process involves overlaying the model with data and insight from the CRM, customer conversations, and various knowledge sources.

Step 4 – Apply

Now, contact centers can select and action AI solutions, harnessing their tailored AI model and delivering new-look experiences.

Whether through Intelligent Virtual Agents (IVAs), agent assist, workflow automation, or other forms of AI, targeted implementations guided by that analysis work from step two will help drive success.

Finally, measuring that success is critical, isolating improvement opportunities, and revisiting this cyclical process – which the contact center can do as frequently as possible.

The Genius AI Suite

Before getting into the nuts and bolts of the Genius AI Suite, John emphasized how Five9 invested in AI through their acquisition of Inference almost five years ago.

Since then, the vendor has developed a “pioneering” strategy to “seamlessly” embed the Genius AI suite within the Five9 Intelligent CX Platform.

“Unlike competitors relying on third-party integrations or bolt-ons, Five9’s unified solution provides an end-to-end AI experience with a cohesive user interface,” said John.

Our AI is built on a shared infrastructure, giving consistency across all AI components and making the integration smooth for users.

As such, leveraging solutions within the Genius AI Suite is relatively pain-free. Those include:

  • Voice IVAs
  • Digital IVAs
  • IVA Studio
  • AI Customer Authentication
  • AI Knowledge Management
  • AI Agent Assist
  • AI Transcription
  • AI Summaries
  • AI Insights
  • Workflow Automation
  • GenAI Studio

Moreover, as these features exist within the same cloud-native ecosystem, if a contact center tailors an AI model for one solution, it can reuse that model when it wishes to implement another. That reusability differentiates Five9.

Finally, it’s worth noting how the data-driven Genius Process allows customers to make informed decisions before committing to an AI investment.

Five9 is Ensuring its Partner Network Support Genius AI

Five9 launched “Genius AI” and “Agent Assist Advanced” this August in EMEA, as it maintains a high speed of innovation, which its cloud-native foundation enables.

Yet, Five9 must inspire the regional partners – beyond the channel – to embrace Genius AI. These are the partners that support platform implementations. That will prove pivotal to its success.

“The partner ecosystem is crucial,” confirmed John. “That’s particularly the case in regions outside the U.S., where local compliance and regulations require deep market expertise.”

Now, Five9 is educating its partners on Genius AI via an early-learning program, ensuring they are well-equipped to deliver that to customers.

In doing so, it ensures the Genuis AI Process doesn’t deviate from its design, as Five9 aspires to deliver more of its deployments through partners next year across EMEA.

There’s Lots More to Come from Five9

The recent launch of “Genius AI” and “Agent Assist Advanced” exemplifies Five9’s high-speed of innovation, enabled by its cloud-native foundation.

Now, the CCaaS Magic Quadrant leader promises to showcase even more innovation at its upcoming CX Summit in Barcelona.

There, many of its customers will take to the stage and discuss their deployments of Five9 AI, dissect their strategies, and share the results they’ve achieved.

Yet, there will be much more to enjoy, as the event aspires to welcome attendees to the “next era of CX intelligence with insights, innovation, and networking.”

Learn more about the CX Summit here. Alternatively, to dive deeper into Genius AI, download Five9’s eBook: 4 Steps to Delivering Business Value with AI.

 

 

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