Two weeks ago, Five9 celebrated its three-day CX Summit in Las Vegas.
The event featured customer success stories, partner exhibitions, and – perhaps most interestingly - new insights into its product roadmap.
That roadmap includes a new AI product: the Five9 AI Knowledge Distiller.
While not formally announced yet, Five9 offered a sneak preview of the solution and underlined how it might benefit end-users.
Here’s a quick overview, alongside other headline takeaways from the event.
The Five9 AI Knowledge Distiller
The Five9 AI Knowledge Distiller allows businesses to pull data from across the entire journey – plugging into applications such as Google Drive, Salesforce, Sharepoint, and more.
From there, it distills insights – as the name suggests – which contact centers can use in numerous ways. One of those includes augmenting intelligent virtual assistants.
Jonathan Rosenberg, CTO and Head of AI at Five9, somewhat implied this use case when introducing the solution at the Summit. He said:
Imagine – instead of having to type questions into the back end – you could ingest all of the knowledge about your company. So, the bot could just answer, well, anything.
"Imagine further, you could combine that vast knowledge with information about the customer, allowing the creation of personalized bots and assistance that could deliver unprecedented levels of service," continued Rosenberg.
"Imagine that. Well, we imagined it, too. So today, I wanted to give you a sneak peek of the next member of the AI family here at Five9: the AI Knowledge Distiller.
"It allows you to curate knowledge from wherever it lives and put it everywhere."
That may include augmenting knowledge bases, dashboards, and voice of the customer (VoC) applications - alongside conversational AI applications. Stay tuned for a more comprehensive overview when the solution launches formally.
A New AI Insights Dashboard
For months, Five9 has teased its AI Insights solution, which leverages generative AI and real-time transcription to interpret customer interactions and categorize them.
Callan Schebella, EVP of Product Management at Five9, took to the CX Summit stage to showcase the solution – highlighting how it "shows things people can’t see."
Analyst Robin Gareiss took a snapshot of the new AI Insights Dashboard during Schebella’s presentation and shared it on LinkedIn.
In the screenshot, not only are conversations categorized by intent, but those intents have an AI-generated sentiment and customer satisfaction score.
Moreover, it shows how agent performance is split across different contact reasons – allowing for much more granular insights that may aid coaching programs.
Yet, that’s not all. When operationalized, such data may transform contact center conversational AI, case management, and workforce engagement initiatives.
Five9 Claims an NPS Score of 85+
During his presentation, Andy Dignan, Chief Customer Officer at Five9, told the audience that the vendor’s customer NPS score is an astounding 85+.
While that may come as a surprise, Five9 has established a reputation for robust post-sale support, paving the way for customers to bleed further value from its platform.
What makes that reputation more impressive is that Five9 often works with global organizations that have complex customer requirements.