Five9 Spring Release 2018: Practical AI for the Contact Center and Portfolio Wide Enhancements
15 Maio 2018 - 9:00AM
Business Wire
“Good morning, Sophia! I see you are contacting us about an
overcharge. Given you are a valued customer, I will credit the
charge for this month’s bill. Is there anything else I can help you
with?” Have you ever had this experience calling a company where
they already know you, know exactly why you are calling, and
resolves your issue in a minute? If you are like most, this
experience is rare. Personalized customer service matters and
artificial intelligence (AI) can be the game changing technology.
It takes the burden off the customer and enables an amazing
experience.
To connect the dots for the agent and customer, today we
announce Five9 Spring Release 2018. This release includes major
enhancements across the portfolio, including Five9 GeniusTM and
Engagement Workflow.
Five9 Genius is designed to bring practical AI to the contact
center, and is a core layer within the platform enabling pervasive
intelligence throughout Five9 applications.
Five9 Genius includes:
- Intelligent routing designed to get
customers to the right agent faster. For example, a customer types
a question regarding an account overcharge into a search bar. Five9
Genius uses Natural Language Processing (NLP) with machine learning
to understand the customer’s issue. That information is used to
identify an available agent, skilled in billing and authorized to
issue a credit.
- Agent guidance designed to provide
stellar customer experience. In this same example, AI provides the
agent with information on the customer’s overcharge, past
purchases, and call history. Five9 Genius provides agent guidance
on the next best action. With this knowledge the agent can quickly
resolve the customer’s problem resulting in high customer
satisfaction.
Engagement Workflow:
Designed to help contact centers get a customer to the right
agent faster, Engagement Workflow determines who, why, and how, to
deliver an optimal experience for every channel. It provides the
single, end to end workflow that can drive all channels and makes
Five9 Genius AI actionable. This enables companies to design the
flow of the personalized customer experience.
Engagement Workflow incorporates machine learning technologies,
from both Five9 NLP and third-party AI (i.e. Salesforce Einstein
and IBM Watson) to uncover insights from structured and
unstructured data. This provides sharper insight into customers and
their needs by extracting customer and call context, their overall
sentiment and call emotion and then quickly matches them with the
right agent with the right answers.
“Artificial intelligence is a broad concept that requires
investment to apply to specific use cases. Five9 has taken the
promise of AI and applied it to contact centers. With Five9 Genius,
companies will be able to create personalized experiences – which
has been too difficult or too expensive without AI,” said Sheila
McGee-Smith, Principal Analyst, McGee-Smith Analytics.
“As customer expectations continue to grow, we believe AI will
play a key role in helping deliver a better experience,” said Rowan
Trollope, CEO, Five9. “Spring Release 2018 allows us to deliver on
the promise of AI, and is a major step for Five9, our customers,
and the contact center industry.”
In addition to Five9 Genius and Engagement Workflow, with Spring
Release 2018, we have made significant enhancements across the
portfolio to provide the best experience possible. Enhancements
include extending the open platform, a new Supervisor console and a
multi-role performance dashboard. For further information on the
Spring Release 2018, please visit Five9.com.
Product Page
Product Marketing Blog
About Five9
Five9 (NASDAQ: FIVN), is a leading provider of cloud contact
center software for the digital enterprise, bringing the power of
cloud innovation to customers and facilitating more than three
billion customer interactions annually. Five9
provides end-to-end solutions with omnichannel routing,
analytics, WFO, and AI to increase agent
productivity and deliver tangible business results. The
Five9 platform is reliable, secure, compliant, and scalable;
designed to create exceptional personalized customer
experiences.
For more information visit www.five9.com.
Engage with
us @Five9, LinkedIn, Facebook, Blog.
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version on businesswire.com: https://www.businesswire.com/news/home/20180515005424/en/
Five9Gabrielle Targosz,
925-403-1199Gabrielle.Targosz@five9.com
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