Five9 revealed an AI suite designed to boost customer experiences last week.
The platform includes a four-step process to help businesses identify and implement AI solutions quickly and deliver measurable returns with Five9’s guidance.
“AI has enormous potential to improve the customer experience. However, many organisations struggle with how to use AI effectively given that it is complex, ever evolving, and often, poorly implemented,” said Callan Schebella, executive vice president, product management at Five9.
“We don’t just build AI-enabled CX products, we guide customers in every step to implement and evolve solutions that map to their business needs. With the Five9 Genius AI product suite and a flexible, customer-centric process, our goal is to enable customers to deliver rich, insightful, elevated customer experiences at every touchpoint.”
Five9 AI Knowledge is the latest addition to the Five9 Genius AI Suite. Unlike traditional systems relying on limited FAQ databases, the tool analyses customer inquiries in real time, pulling information from various company resources to provide accurate and relevant answers. This helps reduce customer wait times and overall costs.
This AI process offers a structured approach for businesses navigating the complexities of AI implementation. The four-step methodology begins by gathering comprehensive data for a holistic view of operations, which is then analysed to identify areas where AI can make improvements.
With these insights, businesses can tailor AI models to specific needs, leveraging contextual data to create highly adapted customer experiences.
“In a rapidly evolving CX landscape, companies need a data-driven approach coupled with a comprehensive suite of AI-enabled products to empower organisations to transform CX,” said Maribel Lopez, founder and principal analyst at Lopez Research.
“Beyond multichannel and self-service support, organisations need to look for products that deliver AI-driven insights, methods to responsibly customise AI with a company’s specific contextual data, and the ability to apply these insights and knowledge to real world scenarios, such as agent assistance and call summaries,” she explained.
Five9 AI Knowledge can potentially create a more efficient, satisfying, and adaptive customer experience. This technology can enhance customer satisfaction, boost agent efficiency, and reduce operational costs.