Five9 Unveils Agent Assist Offering - Delivering Practical, Real-World Benefits to Contact Centers
Five9 Agent Assist shatters AI perceptions of being ‘expensive,’ ‘hard,’ and ‘inaccurate’ while providing consistent, detailed and precise call summaries
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,
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
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
For more information, visit www.five9.com.