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Five9 Spring Release 2018: Practical AI for the Contact Center and Portfolio Wide Enhancements
To connect the dots for the agent and customer, today we announce
Five9 Genius is designed to bring practical AI to the contact center,
and is a core layer within the platform enabling pervasive intelligence
- Intelligent routing designed to get customers to the right agent faster. For example, a customer types a question regarding an account overcharge into a search bar. Five9 Genius uses Natural Language Processing (NLP) with machine learning to understand the customer’s issue. That information is used to identify an available agent, skilled in billing and authorized to issue a credit.
- Agent guidance designed to provide stellar customer experience. In this same example, AI provides the agent with information on the customer’s overcharge, past purchases, and call history. Five9 Genius provides agent guidance on the next best action. With this knowledge the agent can quickly resolve the customer’s problem resulting in high customer satisfaction.
Designed to help contact centers get a customer to the right agent faster, Engagement Workflow determines who, why, and how, to deliver an optimal experience for every channel. It provides the single, end to end workflow that can drive all channels and makes Five9 Genius AI actionable. This enables companies to design the flow of the personalized customer experience.
Engagement Workflow incorporates machine learning technologies, from
both Five9 NLP and third-party AI (i.e. Salesforce Einstein and
“Artificial intelligence is a broad concept that requires investment to
apply to specific use cases.
“As customer expectations continue to grow, we believe AI will play a
key role in helping deliver a better experience,” said
In addition to Five9 Genius and Engagement Workflow, with Spring Release 2018, we have made significant enhancements across the portfolio to provide the best experience possible. Enhancements include extending the open platform, a new Supervisor console and a multi-role performance dashboard. For further information on the Spring Release 2018, please visit Five9.com.
For more information visit www.five9.com.
Gabrielle Targosz, 925-403-1199