Five9 Unveils Agent Assist Offering – Delivering Practical, Real-World Benefits to Contact Centers
September 16 2020 - 9:00AM
Business Wire
Five9 Agent Assist shatters AI perceptions of
being ‘expensive,’ ‘hard,’ and ‘inaccurate’ while providing
consistent, detailed and precise call summaries
Five9, Inc (NASDAQ: FIVN), a leading provider of the intelligent
cloud contact center, announced the general availability of Five9®
Agent Assist in Q4. Five9 Agent Assist extends Five9 Intelligent
Cloud Contact Center capabilities with assistance focused on
helping the agent during and after calls. Using AI-based, real-time
call transcriptions, Five9 Agent Assist provides the first use
case, a powerful new capability called Assisted Summarization. With
this technology, Five9 Agent Assist can summarize calls and with
optional confirmation from the agent, save it into the CRM or other
system of record, with a single click. This provides measurable
cost savings by reducing after call work and call handle times by
eliminating the need for the agent to write notes.
In addition to saving time, customer experience is improved by
allowing agents to have detailed history of customer interactions
in prior calls. This can reduce the need for agents to ask
customers to repeat what happened previously. Summaries can also
include details on what the agent said, enabling improved
compliance adherence. Detailed reports provide insight into reasons
for the call, upsell attempts and success rates, and many other
insights.
Five9 Agent Assist also allows agents to see live transcripts of
the call as the conversation takes place. This allows a “second
pair of ears” on each call, helping the agent to understand what
the customer has said, without asking them to repeat it.
Five9 Agent Assist is powered by Google Cloud and Google Contact
Center Artificial Intelligence technology, which provide speech
recognition and natural language understanding capabilities. On top
of that foundation, Five9 has added its own technologies, including
its proprietary AI model generation and assisted summary
algorithms.
Implementing AI solutions has been a complex and expensive
initiative for customers, often requiring extensive investment in
data science and machine learning, multi-month and
multi-million-dollar implementation costs, and expensive ongoing
maintenance. The Five9 Genius AI platform makes AI practical,
dramatically reducing implementation costs and timelines. Beta
customers were able to deploy Five9 Agent Assist into production
with just a week of implementation and setup, despite the fact that
each customer had radically different conversations and required
different summaries for their calls. This enables agents,
supervisors and businesses to provide a more human experience for
their customers as agents can focus more on the customers’ needs
and less on notetaking and information lookups during the
interaction.
“Up until now, companies viewed AI as a ‘future project’ due to
its perceived complexity, cost, or lack of demonstrably proven
results,” states Jonathan Rosenberg, CTO and Head of AI at Five9.
“With Five9 Agent Assist, we focused on enabling practical AI that
tackles real-world challenges for businesses. We narrowed in on a
really important need that every contact center has – knowing what
happened during a call – and solved it with a combination of
machine intelligence and human oversight.”
Customers can configure their agent experience so that
transcripts and call summaries can be directly placed into their
CRM application with or without any agent intervention after the
disposition of a call. The Five9 Genius AI platform improves the
accuracy of AI generated summaries based on the changes made by
agents and learns as it goes. In other words – it gets smarter as
the agents use it.
“With all the calls coming through our contact center, it’s not
practical for us to listen to every call,” said Steele Anderson,
Senior Manager Sales Operations, Womply. “On the other hand,
knowing what our agents are talking about with customers is
critical to understanding the transaction and the larger trends our
customers are dealing with. With Five9 Agent Assist, agents had an
easier time dealing with customers which resulted in shorter call
times. Customer asks were easier to identify and trends across the
contact center are easier to see. Also, our accuracy to adherence
for our DNC list improved thanks to the AI.”
To learn more about Five9, click here.
About Five9
Five9 is an industry-leading provider of cloud contact center
solutions, bringing the power of cloud innovation to more than
2,000 customers worldwide and facilitating more than six billion
call minutes annually. The Five9 Intelligent Cloud Contact Center
provides digital engagement, analytics, workflow automation,
workforce optimization, and practical AI to create more human
customer experiences, to engage and empower agents, and deliver
tangible business results. Designed to be reliable, secure,
compliant, and scalable, the Five9 platform helps contact centers
increase productivity, be agile, boost revenue, and create customer
trust and loyalty.
For more information, visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog, That’s Genius
Podcast.
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Five9 Kendall Taylor 925-231-2196 kendall.taylor@five9.com
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