Five9 has announced a number of brand new platform enhancements making it easier to deploy customer-and-agent-facing AI solutions in the contact centre.
The new capabilities simplify and speed up the development of Five9 Intelligent Virtual Agents (IVAs), include a suite of pre-built IVA applications for healthcare and health insurance providers, and extend the availability of partner solutions for voice biometrics, real-time speech analytics, and agent coaching.
These features are designed to help businesses easily deploy an AI-powered digital workforce that can provide a more secure, efficient and engaging customer experience alongside live contact centre agents.
Callan Schebella, EVP, Product Management, Five9, said: “Reimagining the customer experience will require organizations to reimagine their workforces.
“Our new capabilities make it easier for organizations to build and manage AI solutions that will enable human and digital teams to deliver next-generation customer care.”
Five9 has rearchitected its no-code IVA development platform, Five9 Inference Studio. Studio allows business users to develop IVAs with minimal technical experience and provides access to a broad range of leading conversational AI technologies from Google, Amazon, IBM Watson, and more.
The enhanced Studio platform includes:
- A new user interface design that simplifies development and maximizes developer best practices
- The ability to load IVA tasks more quickly and support larger applications
- A customized development process for messaging applications such as WhatsApp
- Improved monitoring, reporting and maintenance of IVA tasks and call flows
Jim Lundy, Founder, CEO and Lead Analyst, Aragon Research, added: “IVAs will increasingly be a significant part of every organization’s workforce.
“With Studio, Five9 offers a comprehensive and intuitive service creation environment that non-technical personnel can use to define, build, train and maintain their IVA applications. This reduces the cost and complexity of launching IVA solutions and allows organizations to bring new innovations to market more quickly.”
Studio further streamlines IVA development by providing access to a Task Library, similar to an app store, of more than 40 pre-built IVA application templates. Organizations can use the templates as blueprints for their own customized IVA deployments. The healthcare and health insurance templates are the library's first suite of verticalized tasks, and Five9 will continue adding applications for key industries such as retail and financial services.