Five9 has announced its new AI Knowledge solution, the latest feature in the company’s Genius AI suite.
Powered by generative AI (GenAI), the tool is designed to tackle one of the “biggest pain points” in customer experience by enabling agents to deliver speedier responses to customer inquiries.
Five9 claims that the solution is capable of providing answers that are not solely based on FAQs and knowledge bases, but instead are informed by “contextual data pulled from an organization’s vast knowledge sources.”
Available for live or virtual agents, the AI Knowledge innovation can use this data to analyze a customer inquiry in real-time and precisely find and present the most relevant answer for each interaction.
The CX platform provider believes that by improving the efficiency of response handling, companies can cut hold times, minimize customer frustration, and lower costs.
Callan Schebella, Executive Vice President, Product Management at Five9, explained how the AI Knowledge solution would enable users to maximize the potential of AI:
“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.
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.”
The Five9 Genius AI Process
Alongside the announcement of the latest tool in the Genius AI Suite, Five9 also revealed the company’s new strategic approach to leveraging “AI-elevated CX across the customer journey.”
The four-step Five9 Genius AI process will help companies pinpoint valuable AI opportunities, implement them, and achieve ROI faster, all while receiving support and guidance from Five9 experts.
The company explains that the four steps are targeted at businesses and users that are “unsure” about how to begin the AI implementation process.
So, let’s take a closer look at how each of the steps work:
Listen
The Five9 Intelligent CX Platform enables organizations to analyze customer engagement data from various touch points like calls, web chats, SMS, email, and WhatsApp.
By utilizing tools such as Five9 VoiceStream and TranscriptStream, Five9 helps build a solid data foundation crucial for effectively using AI to enhance customer understanding and service.
Analyze
With Five9 AI Insights and Five9 Analytics, organizations can analyze data to gain valuable insights and receive intelligent recommendations.
This process helps businesses identify opportunities to improve self-service and optimize customer and employee experiences.
Tailor
