Five9 Launches Five9 Intelligent Virtual Assistant
04 Junho 2020 - 10:00AM
Business Wire
Five9, Inc (NASDAQ: FIVN) a leading provider of the intelligent
cloud contact center, announced today the general availability of
Five9 Virtual Assistant, a best-in-class Intelligent Virtual
Assistant (IVA), powered by Inference, that leverages
conversational-AI to automate manual tasks and answer common
questions in the contact center. Five9 Virtual Assistant delivers
engaging conversational experiences for organizations which need
both greater efficiency and a more personal, human element in their
approach to customer care.
“We are proud to partner with Five9 to deliver Inference-powered
IVAs to Five9 customers,” said Callan Schebella, Chief Executive
Officer at Inference Solutions. “The integration of our solution
enables organizations to provide advanced self-service in more than
one hundred languages and pass context from those interactions to
live contact center agents so that a conversation can continue
seamlessly if it needs to escalate.”
In recent weeks, various organizations, from small businesses to
Fortune 500 companies, have been experiencing an increase in call
volumes in both inbound and outbound communication. Five9 Virtual
Assistant can help alleviate this problem by enabling an AI-driven
voice assistant to provide a natural conversational response to
customer inquiries, such as scheduling appointments, social
distancing policy and updating mailing addresses, quickly and
efficiently resolving common issues in an empathetic manner.
“Virtual assistants are rapidly becoming a part of everyday life
as many people use IVAs, such as Siri or Alexa, to look up
information or take specific actions,” said Anand Chandrasekaran,
Executive Vice President, Product Management at Five9. “We are now
seeing this trend accelerate during COVID-19 with consumers seeking
customer service solutions without having to speak to an agent or
endure long wait times. Five9 is excited to announce our latest
offering that utilizes AI to deliver the next generation of
self-service.”
Five9 Virtual Assistant capabilities include:
- Human-like speech using WaveNet to offer hundreds of different
text-to-speech voices across 17 languages.
- Support of the most advanced conversational AI technologies
from companies like Google, IBM, and Microsoft.
- No-code/low-code solution to manage conversational data to
measure, speed-up and deploy AI models that can be used between
Five9 Virtual Assistant, agent assistance and chatbot.
Five9 Virtual Assistant is the latest announcement in Five9’s
AI-powered solution suite. AI, like previous generations of
technology, is helping businesses accomplish their business
objectives. In the contact center, that’s delivering a human
experience while controlling costs. To that end, today Five9 is
using AI across customer touchpoints to deliver virtual customer
assistance, agent assistance, and partnering with third parties for
chatbot solutions.
“With Five9 Virtual Assistant, agent assistance, as well as
support for third party chatbots integrated into Google, Five9 is
putting a suite of AI solutions into the hands of our customers,”
said Jonathan Rosenberg, Five9 Chief Technology Officer. “This
industry-first approach lets our customers rapidly deploy AI-based
technology while also providing adaptability and flexibility.”
“We believe that AI technologies can be de-mystified by reducing
the complexity around machine learning,” continues Chandrasekaran.
“Our approach is focused on simplifying the technology so that our
customers can easily manage the conversational AI engine without an
extensive data-science background or programming skills. Our
practical AI solutions include intuitive visual editing and tagging
tools that allow contact center admins and analysts to visualize
call recordings and manage AI training data easily without any
programming background. Additionally, this allows our customers to
leverage the work done within Five9 Virtual Assistant in other
areas, such as chatbots or even for real-time agent
assistance.”
About Five9
Five9 is a leading provider of cloud contact center software for
the intelligent contact center space, bringing the power of cloud
innovation to customers and facilitating more than six billion call
minutes 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
Genius 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, That’s Genius
Podcast.
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Five9 Kendall Taylor 925-231-2196 kendall.taylor@five9.com
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