Five9 Announces an End-to-End AI Suite and New Approach to Transform Enterprise CX
Five9 (NASDAQ: FIVN) has unveiled its latest Genius AI Suite, featuring a four-step AI process designed to transform enterprise customer experience (CX). The suite includes AI Knowledge, a new tool leveraging GenAI to provide quick, contextual answers to customer queries. This comprehensive approach aims to deliver customizable, AI-elevated CX across the customer journey.
The four-step process includes: Listen (gathering customer engagement data), Analyze (using AI Insights and Analytics), Tailor (configuring custom AI models), and Apply (implementing AI across CX operations). This strategy allows companies to identify high-value AI cases, implement them efficiently, and achieve faster ROI with expert guidance from Five9.
Five9 (NASDAQ: FIVN) ha presentato la sua ultima Genius AI Suite, che include un processo AI in quattro fasi progettato per trasformare l'esperienza del cliente aziendale (CX). La suite comprende AI Knowledge, un nuovo strumento che utilizza GenAI per fornire risposte veloci e contestualizzate alle richieste dei clienti. Questo approccio completo mira a offrire un CX personalizzabile e potenziato dall'AI lungo l'intero percorso del cliente.
Il processo in quattro fasi comprende: Ascoltare (raccogliere dati sull'engagement dei clienti), Analizzare (utilizzando AI Insights e Analytics), Personalizzare (configurare modelli AI personalizzati) e Applicare (implementare l'AI nelle operazioni di CX). Questa strategia consente alle aziende di identificare casi d'uso AI ad alto valore, implementarli in modo efficiente e ottenere un ROI più rapido con la guida esperta di Five9.
Five9 (NASDAQ: FIVN) ha presentado su última Genius AI Suite, que incluye un proceso de IA en cuatro pasos diseñado para transformar la experiencia del cliente empresarial (CX). La suite incluye AI Knowledge, una nueva herramienta que aprovecha GenAI para proporcionar respuestas rápidas y contextuales a las consultas de los clientes. Este enfoque integral tiene como objetivo ofrecer una CX personalizable y elevada por IA a lo largo del recorrido del cliente.
El proceso de cuatro pasos incluye: Escuchar (reunir datos de compromiso de los clientes), Analizar (utilizando AI Insights y Analytics), Personalizar (configurar modelos de IA personalizados) y Aplicar (implementar IA en las operaciones de CX). Esta estrategia permite a las empresas identificar casos de uso de IA de alto valor, implementarlos de manera eficiente y lograr un ROI más rápido con la orientación experta de Five9.
Five9 (NASDAQ: FIVN)는 기업 고객 경험(CX)을 혁신하기 위해 설계된 4단계 AI 프로세스를 포함하는 최신 Genius AI Suite을 공개했습니다. 이 Suite에는 고객의 질문에 대해 빠르고 맥락에 맞는 답변을 제공하는 GenAI를 활용한 새로운 도구인 AI Knowledge가 포함되어 있습니다. 이 포괄적인 접근 방식은 고객 여정 전반에 걸쳐 맞춤형 AI 향상 CX를 제공하는 것을 목표로 합니다.
4단계 프로세스에는 듣기 (고객 참여 데이터 수집), 분석하기 (AI 통찰력 및 분석 사용), 맞춤화하기 (맞춤형 AI 모델 구성), 적용하기 (CX 운영에 AI 구현하기)가 포함됩니다. 이 전략은 기업이 높은 가치의 AI 사례를 식별하고, 효율적으로 구현하며, Five9의 전문적인 지침을 따라 더 빠른 ROI를 달성할 수 있도록 합니다.
Five9 (NASDAQ: FIVN) a dévoilé sa dernière Genius AI Suite, comprenant un processus en quatre étapes d'IA conçu pour transformer l'expérience client (CX) en entreprise. La suite inclut AI Knowledge, un nouvel outil tirant parti de GenAI pour fournir des réponses rapides et contextuelles aux questions des clients. Cette approche complète vise à offrir une CX personnalisable et améliorée par l'IA tout au long du parcours client.
Le processus en quatre étapes comprend : Écouter (collecte de données d'engagement client), Analyser (en utilisant des aperçus et des analyses IA), Personnaliser (configuration de modèles IA personnalisés) et Appliquer (mise en œuvre de l'IA dans les opérations CX). Cette stratégie permet aux entreprises d'identifier des cas d'utilisation de l'IA à forte valeur ajoutée, de les mettre en œuvre efficacement et d'atteindre un ROI plus rapide avec l'expertise de Five9.
Five9 (NASDAQ: FIVN) hat die neueste Genius AI Suite vorgestellt, die einen vierstufigen KI-Prozess beinhaltet, der darauf abzielt, die Kundenerfahrung im Unternehmen (CX) zu transformieren. Die Suite umfasst AI Knowledge, ein neues Tool, das GenAI nutzt, um schnelle, kontextbezogene Antworten auf Kundenanfragen zu liefern. Dieser umfassende Ansatz zielt darauf ab, anpassbare, von KI gesteigerte CX während der gesamten Customer Journey anzubieten.
Der vierstufige Prozess umfasst: Hören (Erfassung von Kundenengagement-Daten), Analysieren (unter Verwendung von KI-Einblicken und -Analysen), Anpassen (Konfiguration benutzerdefinierter KI-Modelle) und Anwenden (Implementierung von KI in den CX-Betrieb). Diese Strategie ermöglicht es Unternehmen, wertvolle KI-Anwendungsfälle zu identifizieren, diese effizient umzusetzen und schnellere ROI mit der fachlichen Anleitung von Five9 zu erzielen.
- Introduction of AI Knowledge tool to improve customer query response times
- Launch of a comprehensive four-step AI process for CX transformation
- Potential for reduced hold times and customer frustration
- Ability to customize AI models with contextual data
- None.
Insights
Five9's announcement of their Genius AI Suite marks a significant leap in AI-driven customer experience (CX) solutions. The four-step Genius AI process addresses a important pain point in the industry: the effective implementation of AI in CX. This approach could potentially accelerate ROI for businesses adopting AI in their customer service operations.
The introduction of AI Knowledge is particularly noteworthy. By leveraging GenAI to access and contextualize vast knowledge sources in real-time, it could dramatically improve response accuracy and speed. This advancement has the potential to significantly reduce customer wait times and operational costs, addressing key metrics in the CX industry.
However, the success of this suite will largely depend on its ability to seamlessly integrate with existing systems and the quality of the underlying data. The
Five9's new AI suite positions the company at the forefront of the rapidly evolving CX market. With the global CX market projected to reach
The four-step approach and AI Knowledge solution address key industry challenges, potentially giving Five9 a competitive edge. However, investors should note that the AI CX space is becoming increasingly crowded, with giants like Salesforce and Oracle also making significant investments. Five9's success will depend on its ability to differentiate and deliver measurable results for clients.
The Q4 2024 availability of AI Knowledge suggests a long-term growth strategy, which could positively impact Five9's valuation if early adopters report significant improvements in their CX metrics.
Five9 Genius AI Answers the Challenge of One-off AI Solutions
Five9 AI Knowledge is the newest addition to the Five9 Genius AI Suite. AI Knowledge harnesses the power of GenAI to solve one of the biggest pain points in customer experience: Quick access to answer any customer question. Until now, existing technologies relied on curated FAQs and knowledge bases to reference answers, which can be very limiting. AI Knowledge eliminates this hurdle by distilling a customer’s request, in real-time, using contextual data pulled from an organization’s vast knowledge sources to accurately identify and surface the most relevant answer for every interaction – whether with a virtual or live agent. With faster access to responses using AI Knowledge, companies can reduce hold time, customer frustration, and ultimately, costs.
“AI has enormous potential to improve the customer experience. However, many organizations still 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. “Five9 has been a trusted partner to our customers with extensive expertise in CX and AI. We don’t just build AI-enabled CX products, we guide customers in every step to successfully 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.”
The Five9 Genius AI process is a four-step approach for customers who are unsure about where to start their AI journey. It features four consecutive steps: Listen, Analyze, Tailor, and Apply. The methodology focuses on discovering comprehensive and rich data, analyzing operational gaps with insights, and tailoring models with contextual data and knowledge to deliver truly personalized experiences.
- Listen: Using the Five9 Intelligent CX Platform, this step helps organizations better understand customer engagement data from customer interactions regardless of touchpoint (calls, webchat, SMS, email, WhatsApp, etc.). Using solutions such as Five9 VoiceStream and TranscriptStream, Five9 helps organizations build a strong data foundation that is key to successfully leveraging AI to understand and service customers better.
- Analyze: Using Five9 AI Insights and Five9 Analytics, the organization’s data is securely analyzed to gather insights and allow for intelligent recommendations that help with better-informed decisions. This step allows businesses to quickly identify opportunities to enhance self-service and streamline customer and employee experiences.
- Tailor: Using Five9’s GenAI Studio, organizations can configure custom AI models and ground them with their own contextual data, whether from the Five9 Data Lake, customer data from integrations, or enterprise knowledge, which can be distilled from any format with AI Knowledge. This step enables businesses to optimize AI for their own specific needs while following data security guardrails.
- Apply: Using Five9’s complete set of native AI products allows organizations to seamlessly apply AI across their CX business. With the full power of Five9’s ‘automated to assisted’ experience offerings across all channels, including Five9 Voice IVAs, Five9 Digital IVAs, AI Authentication, AI Agent Assist Guidance Cards and Checklist, and AI Summaries, companies can design and apply personalized experiences to improve every engagement.
“In a rapidly evolving CX landscape, companies need a data-driven approach coupled with a comprehensive suite of AI-enabled products to empower organizations to transform CX,” said Maribel Lopez, Founder and Principal Analyst at Lopez Research. “Beyond multichannel and self-service support, organizations need to look for products that deliver AI-driven insights, methods to responsibly customize 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.”
Five9 AI Knowledge is in preview and will be available in Q4 2024. Click here to register for Five9 AI Day on Thursday, September 12, a virtual event to learn more about the latest Five9 Genius AI innovations. Hear from industry experts and customers about how they are driving tangible business outcomes with AI-elevated CX.
About Five9
The Five9 Intelligent CX Platform, powered by Five9 Genius AI, provides a comprehensive suite of solutions to power AI-elevated customer experiences that deliver better business outcomes and Bring Joy to CX™. Our unified cloud-native offering enables hyper-personalized customer experiences and more empowered employees, making every customer interaction more connected, effortless, and personal. Trusted by 2,500+ customers and 1,400+ partners globally, Five9 brings together the power of AI, our platform, and our people to drive AI-elevated CX.
For more information, visit www.five9.com.
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View source version on businesswire.com: https://www.businesswire.com/news/home/20240808766683/en/
Hannah Blackington
Corporate Communications Director, Five9
Press@five9.com
Source: Five9
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