Five9 has unveiled the latest in its Genius AI suite, the Five9 AI Agents, to allow businesses to deploy chat and voice bots that provide human-like conversational abilities, combining the depth of knowledge and speed of AI. By blending generative and traditional AI within a single conversation, Five9 AI Agents reduce the need for live agents, helping businesses create self-service options that respond to customer needs with more accuracy and efficiency.
“By utilizing AI Agents, businesses can easily scale personalized customer interactions, optimize self-service and reduce reliance on human agents,” said Jonathan Rosenberg, CTO and Head of AI, Five9.
Unlike conventional bots that rely on scripts and lack access to enterprise-wide knowledge, Five9 AI Agents incorporate conversational AI and natural language processing, enabling responses to be tailored and flexible where needed, or pre-scripted for situations requiring structured interactions. This kind of approach reduces the complexity and cost traditionally associated with self-service solutions, making it easier for businesses to implement effective, personalized AI.
Generative AI in the Five9 AI Agents suite allows for precise understanding of customer intent and context. For example, if a customer queries their miles needed for a loyalty upgrade, Five9 AI Agents can respond based on the customer’s specific status: “With 19,000 miles in your account, you only need 6,000 more to reach gold loyalty status,” instead of a generic response.
Five9 AI Agents work seamlessly with the Genius AI Suite, enabling integration with AI Knowledge, Agent Assist, and GenAI Studio. This ecosystem offers a unified solution that enables not only AI-driven responses but also smooth hand-offs to human agents, equipped with detailed summaries from prior interactions.
Businesses can customize the level of autonomy in AI Agents based on their desired trust level, from “No Trust” in heavily regulated settings to “High Trust,” where AI agents can autonomously manage conversations and integrate with APIs. This flexibility enables businesses in industries like healthcare or finance to implement precise control while adapting the AI’s role as trust grows, optimising customer service interactions.