Five9 Introduces Agent Assist 2.0 with AI Summary powered by OpenAI

Rhea-AI Summary

Five9 (NASDAQ: FIVN) has announced the launch of Agent Assist 2.0 with AI Summary, utilizing OpenAI's technology to enhance call center automation. This solution generates customer call transcripts quickly, reducing manual work significantly. The new version eliminates the need for prior model training, allowing for efficient summarization of conversations. This innovation aims to democratize AI applications in customer service, making them affordable for various contact centers. Initial customer feedback has been positive, indicating improved efficiency and customer experience.

Positive

• Launch of Agent Assist 2.0 with AI Summary enhances efficiency for call centers.
• Utilizes advanced AI technology to reduce manual post-call work.
• Eliminates the need for prior training, streamlining operations.
• Initial customer feedback is highly positive, indicating effectiveness.

Negative

• None.

With the new release, Five9 is delivering on its strategy to leverage best of breed Large Language Models to “democratize” new areas of contact center automation that will improve processes, agent performance and the customer experience.

SAN RAMON, Calif.--(BUSINESS WIRE)-- Five9 (NASDAQ: FIVN), a leading provider of the intelligent cloud contact center, today announced the general availability of Five9 Agent Assist 2.0 with AI Summary, powered by OpenAI. Using the same generative AI technology behind ChatGPT, the solution summarizes customer call transcripts in seconds, yielding a rapid time to value by reducing manual, after-call work.

The key difference between this and prior versions is the removal of model training and manual categorization. This is possible because LLM technology can be fed a call transcript and a request to summarize it, and it produces high quality results over a large set of conversations, without any prior training on what the conversation is about. This differentiation has the potential for Agent Assist 2.0 to transform the contact center for Five9 customers.

AI Summary is part of Five9’s strategy to unlock a new class of features and products using large language models like GPT-3. With this release, Five9 continues to “democratize” advanced AI applications for customer service by applying technologies that eliminate the time and expense of training the natural language models underlying those applications. This will help to reduce the barriers of entry for not just voice and digital virtual agents, but also AI applications that utilize natural language – including self-service, call routing, automated call scoring (QM), next-best-action and more. Given these savings, Five9 is also helping to deliver these technologies in a way which is affordable to contact centers of all sizes.

“Five9 is delivering innovative and practical AI that empowers contact center workers and enables a fluid customer experience,” said Callan Schebella, EVP, Product Management, Five9. “Incorporating generative AI technology into agent assistance is the natural next step for CX teams, and we are committed to helping businesses apply the technology to gain quick wins.”

Agent Assist 2.0 is a desktop application used by agents during a call or chat with a customer. It transcribes the call and then analyzes the transcript to assist the agent in handling the call. This enables agents to do their jobs faster. The result is a win-win for everyone - consumers can get their issues resolved faster, and agents can handle more calls in a day, helping the/your company save money.

The holy grail for Agent Assist has been to attack one of the biggest sources of cost for call handling - summarizing the call. After a call is completed, many agents take a few minutes to write a summary of what transpired, and these summaries are essential for providing context so that the next agent handling a call can understand a customer’s interaction journey. Our AI Summary functionality can generate comprehensive summaries in seconds. Imagine the time savings!

The response from Five9’s initial set of customers using Agent Assist 2.0 has been extremely positive. This latest release expands the use cases for Agent Assist from onboarding of new agents to maximizing the agent’s efficiency throughout the course of their time with the/your company. Five9 Agent Assist is helping to enable greater efficiency for businesses and a better CX experience for their end customers.

Read more about Agent Assist 2.0 and AI Summary in this blog post.

About Five9

Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,500 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.

Engage with us: Twitter, LinkedIn, Facebook, Blog, Dare to Reimagine podcast.

View source version on businesswire.com: https://www.businesswire.com/news/home/20230328005860/en/

Suzie Linville

Senior Corporate Communications Manager, Five9

suzie.linville@five9.com

Source: Five9

FAQ

What is the significance of Five9's Agent Assist 2.0 with AI Summary?

Agent Assist 2.0 allows for rapid summarization of customer call transcripts, reducing manual work and improving call center efficiency.

How does Five9's new AI technology benefit contact centers?

The AI technology offers affordable advanced features for various contact centers by streamlining processes and enhancing customer service.

When was Five9's Agent Assist 2.0 announced?

Five9 announced the availability of Agent Assist 2.0 on March 28, 2023.

What technology powers Five9's AI Summary feature?

The AI Summary feature is powered by OpenAI's generative AI technology, similar to that used in ChatGPT.

What feedback has Five9 received from customers regarding Agent Assist 2.0?

Customer feedback has been extremely positive, highlighting improvements in agent efficiency and customer experience.