Five9 AI Agents blend AI models to automate
self-service while giving businesses greater control, flexibility,
and trust
Next-Gen Intelligent Virtual Agents combined
with Generative AI to reduce interactions that need to be routed to
human agents
Five9 CX Summit -- Five9 (NASDAQ: FIVN), provider of the
Intelligent CX Platform, today announced the expansion of its Five9
Genius AI suite with the launch of Five9 AI Agents, the
next-generation of Five9 Intelligent Virtual Agents (IVA) which
incorporates Generative AI. Five9 AI Agents empower businesses to
create chat and voice bots that combine the conversational
abilities of a human with the speed and extensive knowledge of AI.
This will enable businesses to reduce the need for live agent
interactions. Five9 AI Agents provides a conceptual dial-of-trust
that allows businesses to balance flexibility and control to meet
customers’ needs by blending generative AI with traditional
pre-defined AI in the same conversation.
Consumers increasingly expect personalized, human-like
interactions, even with automated systems. A recent Five9 survey of
4,000 US and UK consumers found that 56% are still frustrated by
self-service chatbots. Traditional chatbots often rely on rigid,
scripted responses and lack comprehensive, real-time enterprise
knowledge access, limiting their ability to handle complex, fuzzy,
and dynamic requests. They fail to meet individual needs, resulting
in poor experiences and the need for human intervention. Five9 AI
Agents allow customers to combine a mix of generative AI,
conversational AI, and NLP in a single AI agent. This allows
responses to be scripted when they need to be, or flexible
depending on the needs of the customer. As opposed to traditional
bots, AI Agents’ new descriptive design paradigm significantly
reduces complexity and cost of implementing self-service solutions.
More businesses can now rapidly power personalized self-service
experiences tailored to their unique use cases.
“Five9 AI Agents has been in development for a while now, and we
are excited to bring this capability to our customers,” said
Jonathan Rosenberg, CTO and Head of AI, Five9. “We've invested
significant energy in taking the appeal of Gen AI, such as highly
conversational bots, and making them enterprise-grade with
controls, data integrations and our dial-of-trust. By utilizing AI
Agents, businesses can easily scale personalized customer
interactions, optimize self-service and reduce reliance on human
agents.”
Uncover Customer Intent, Deliver Contextual Knowledge-Based
Answers
Gen AI enables AI Agents to understand complex language
patterns, recognize context, and generate more nuanced and
human-like responses. This allows for higher accuracy in
understanding customer intents and reduces the need for human
intervention.
AI Agents are designed to work effortlessly with the full Five9
Genius AI Suite, including AI Knowledge, Agent Assist, and GenAI
Studio, giving a unified, efficient, and scalable solution for all
self-service needs. Five9 AI Agents don’t answer questions
generically, they provide responses based on the personalized
context of the customer. For example, a customer asks an airline
company’s AI Agent, "How many miles do I need to reach gold loyalty
status?” Instead of responding with a generic statement like
"25,000 miles are needed for gold loyalty status,” an AI Agents
will use contextual data to respond, "With 19,000 miles in your
account, you only need 6,000 more to reach gold loyalty
status."
In addition, AI Agents ensure smooth collaboration between AI
and human agents by automatically summarizing customer interactions
across voice and digital channels. These summaries can elevate
experiences by aiding live agents with rich context from previous
interactions, transforming agents from a reactive customer service
role to a more proactive advisory role. For example, an agent can
greet a customer with, "I see you're just 6,000 miles away from
reaching the next status level—would you like me to grant an
exception and upgrade you now as a token of our appreciation?"
Increase AI Autonomy Based on Level of Trust
Five9’s blended AI approach gives businesses full control over
the level of autonomy and the exact behavior of AI Agents. Maintain
full control over when, where, and how generative AI is applied in
customer interactions. The level of autonomy can be dialed up or
down from “No Trust” to “High Trust,” selecting from a wide range
of conversations, including pre-scripted, dynamic, and complex
language constructs.
When trust in generative AI is low, or when companies operate in
highly regulated industries like banking and healthcare that
require precise and legally compliant messaging, every aspect of
the dialogue flow is carefully scripted to ensure full control over
interactions. As trust in AI increases, companies can begin to
allow large language models (LLMs) to handle intent recognition and
manage multi-step conversations while maintaining tight control
over fulfillment to ensure accuracy. With a high level of trust,
LLMs can take on additional responsibilities, autonomously managing
conversations and utilizing APIs to perform necessary actions.
“AI agents have the potential to transform customer
interactions, but to be truly effective, they must be designed with
the consumer in mind,” said Patrick Watson, Head of Research,
Cavell Group. “Cavell research has shown that consumer perception
of automated customer experience systems is generally negative at
the moment. So, finding a balance between rigid, scripted bots and
more flexible, dynamic AI is key to improving consumer perception,
while ensuring data transparency and user control. Five9's
commitment to safeguarding data privacy and maintaining accuracy
through its platform’s granular approach helps build trust, giving
both consumers and businesses confidence in AI-driven
solutions.”
Five9 AI Agents will be available for beta worldwide in Q1'25.
For more information, please visit our website, as well as register
for the webinar.
About Five9
The Five9 Intelligent CX Platform, powered by Five9 Genius AI,
provides a comprehensive suite of solutions to power AI-elevated
customer experiences that deliver better business outcomes and
Bring Joy to CX™. Our unified cloud-native offering enables
hyper-personalized customer experiences and more empowered
employees, making every customer interaction more connected,
effortless, and personal. Trusted by 2,500+ customers and 1,400+
partners globally, Five9 brings together the power of AI, our
platform, and our people to drive AI-elevated CX.
For more information, visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog
View source
version on businesswire.com: https://www.businesswire.com/news/home/20241113793597/en/
Hannah Blackington Corporate Communications Director, Five9
Press@five9.com
Five9 (NASDAQ:FIVN)
Historical Stock Chart
From Nov 2024 to Dec 2024
Five9 (NASDAQ:FIVN)
Historical Stock Chart
From Dec 2023 to Dec 2024