Five9 Agent Assist and Inference Studio Platform Win 2021 BIG Innovation Awards
12 Janeiro 2021 - 11:05AM
Business Wire
Five9, Inc. (NASDAQ: FIVN), a leading provider of the
intelligent cloud contact center, today announced that Five9 Agent
Assist has been named a winner in the 2021 BIG Innovation Awards
presented by the Business Intelligence Group. In addition to the
recognition of the Five9 Agent Assist product, the Business
Intelligence Group has also awarded the Inference Studio Platform,
from Inference Solutions, the Intelligent Virtual Agent (IVA)
provider recently acquired by Five9.
Five9 Agent Assist is an innovative conversational AI solution
that provides contact center agents with real-time transcripts,
call summaries, guidance and reminders. Agent Assist is powered by
Google Contact Center AI combined with the Five9 proprietary AI
model generation methodology and assisted summary ML algorithms -
making it an industry-first that transforms agent performance in
the contact center. With this combination, calls between agents and
customers are analyzed in real-time using speech recognition and
natural language processing. Based on this analysis, real-time
guidance and reminders are provided to the agents allowing them to
better serve their customers. Real-time call transcription and call
summaries allow agents to spend less time capturing information and
more time providing quick and efficient customer service.
“Five9 Agent Assist is a practical AI solution designed to
provide tangible, measurable ROI in the contact center,” said
Jonathan Rosenberg, CTO and Head of AI at Five9. “Businesses have
recognized the necessity of providing truly great customer service
experiences. With Five9 Agent Assist, agents are able to focus on
the customer instead of taking notes and creating call summaries -
allowing them to quickly resolve the problem with the appropriate
level of human empathy. We are honored that Business Intelligence
Group has recognized our advancements in AI within the CCaaS
space.”
In addition, Inference Studio also received an award for making
it easy for businesses of any size to automate their customer care
workloads with conversational self-service, empowering human
service agents to focus on the more complex and highest-value
activities. The code-free SaaS platform allows non-technical
business users to build and manage omnichannel IVAs that leverage
leading conversational AI technologies by Google, Amazon, IBM
Watson, and more. Users can customize pre-built IVA templates from
Studio’s Task Library or build applications from scratch with drag
and drop tools. The platform gives organizations greater choice,
flexibility, and control in launching applications that deliver
highly engaging and efficient customer experiences.
“The Studio platform is democratizing conversational AI by
removing the biggest barriers to deploying natural language
technology: cost, complexity, and the dependence on highly skilled
developers,” said Callan Schebella, Five9 VP and General Manager
and founder and CEO of Inference Solutions. “We thank Business
Intelligence Group for recognizing this innovation as we continue
shaping the future of customer service.”
“More than ever, the global society relies on innovation to help
progress humanity and make our lives more productive, healthy and
comfortable,” said Maria Jimenez, chief operating officer of the
Business Intelligence Group. “We are thrilled to be honoring Five9
for these awards as they are one of the organizations leading this
charge and helping humanity progress.”
Organizations from across the globe submitted their recent
innovations for consideration in the BIG Innovation Awards.
Nominations were then judged by a select group of business leaders
and executives who volunteer their time and expertise to score
submissions.
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.
About Business Intelligence Group
The Business Intelligence Group was founded with the mission of
recognizing true talent and superior performance in the business
world. Unlike other industry award programs, these programs are
judged by business executives having experience and knowledge. The
organization’s proprietary and unique scoring system selectively
measures performance across multiple business domains and then
rewards those companies whose achievements stand above those of
their peers.
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version on businesswire.com: https://www.businesswire.com/news/home/20210112005270/en/
Media Contacts: Five9 Kendall Taylor 925-231-2196
kendall.taylor@five9.com Maria Jimenez Chief Operating Officer
Business Intelligence Group jmaria@bintelligence.com +1 (909)
529-2737
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