Five9, Inc. (NASDAQ: FIVN), a leading provider of the
intelligent cloud contact center, today announced it is adding a
new capability to help businesses reimagine their self-service
experiences using life-like conversational AI synthesized from
human voices.
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Five9 created a custom AI voice avatar
designed to provide an exceptional customer experience. (Photo:
Business Wire)
The new capability, Five9 Virtual Voiceover, will be available
to Five9 Inference Studio 7 users at no additional cost. Studio 7
is currently in controlled availability and will be generally
available in early 2022.
By providing access to high-fidelity synthetic voices that are
virtually indistinguishable from human voices, Five9 Virtual
Voiceover significantly reduces the time and expense of producing
custom voice overs for static self-service scripts in the contact
center. Examples include: Intelligent Virtual Agent (IVA)
greetings, conversational prompts, and menu options.
Impeccable voice overs on-demand
Traditionally, contact centers have had two options for creating
self-service voice prompts. They can use Text-to-Speech (TTS)
engines from providers like Google and Amazon. Or businesses that
want a custom, “branded” voice can source voice talent, record each
prompt in a studio and upload the recording to their contact center
platform. Standard rates for IVR voice over talent can range from
$50-$200 an hour, according to the Global Voice Acting Academy. The
editing and production process adds even more cost – and time – to
custom voice over projects.
Now, with Five9 Virtual Voiceover in Studio 7, users can access
a menu of synthetic voices, select one that best represents their
brand, and type their prompts into an IVA task flow. The audio
stream is then rendered in real-time, which significantly reduces
the cost of creating custom voice overs. It allows businesses to
make changes to their IVA scripts on the fly, as business needs
change.
To make this capability possible, Five9 has extended the growing
list of conversational AI engines supported by Studio and added its
first Virtual Voiceover partner, WellSaid Labs, a Seattle-based
synthetic media company born out of the AIlen Institute for AI
incubator. WellSaid Labs has consistently researched and developed
tremendous breakthroughs in the quality of text-to-speech systems,
and research has shown that the quality of WellSaid’s TTS is almost
indistinguishable from the voices of live actors.
The partnership will also allow Five9 customers to create
bespoke voice avatars based on their existing voice talent, such as
a trusted company spokesperson. With the talent’s permission and a
few hours of recording, WellSaid can create the custom avatar and
provide guidance on scripting, recording, and audio specs to ensure
the highest quality results.
“In our experience, the more life-like an IVA can sound, the
better the reception it will receive from the customer who is
speaking with it,” said Callan Schebella, EVP, Product Management,
Five9. “We’re continually looking for the latest and greatest
technologies to enhance the Studio platform, and we are excited to
partner with WellSaid to bring this new innovation to our
customers.”
Custom voice avatars for the digital workforce
Five9 used WellSaid’s technology to create its own custom voice
avatar, enlisting the expertise of Alex Baratta, Ph.D., senior
lecturer in language, linguistics and communication at the
University of Manchester, and film and television voice coach Liam
French Robinson. Baratta and Robinson selected a voice actor based
on key vocal traits that the experts determined to be well-suited
for customer service. Then they coached the actor to amplify those
traits during the process of recording his voice for the Five9
avatar.
“We look at key elements such as pitch, volume, speed, and
intonation,” Baratta said. “And within those categories, there are
micro-level details that contribute to whether a voice is perceived
as warm, engaging, trustworthy, or any other judgements made
regarding how we perceive people based on their vocal quality.”
The custom Five9 voice avatar will be available in Studio 7,
alongside WellSaid’s 25 standard voice avatars. The custom avatar
will also serve as the voice of Five9 New Hire, an IVA designed to
help Five9 customers and prospects learn about deploying IVAs in
the contact center to create a digital workforce. Implementing a
digital workforce that can automate customer engagement is
increasingly important as businesses deal with worker shortages and
increased service demand, both of which are expected to impact
businesses during this holiday season.
With enhancements like Five9 Virtual Voiceover, Five9 is helping
businesses continue to innovate their voice experience alongside
digital channels. Five9 offers customers a full omni-channel
experience, including SMS, e-mail, chat, IVA, and a robust global
voice service built with 20 years industry experience. Though
digital channels are often perceived as the cornerstone of CX
transformation, Five9 research shows that, in many cases, voice is
still the preferred channel for customer service. That’s why Five9
is focused on applying the same AI, automation, and analytics to
the voice channel that digital channels have enjoyed for years.
These technologies unlock new possibilities for creating an
AI-powered digital workforce that delivers exceptional CX - no
matter the channel.
For more information on Five9 Virtual Voiceover, visit
https://www.five9.com/landing/virtual-voiceover.
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 billions of 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20211207005124/en/
Five9 Allison Wilson 352-502-9539 Allison.wilson@five9.com
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