Five9 Unveils AI Agents to Redefine Hyper-Personalized Self-Service CX
Five9 has announced the launch of Five9 AI Agents, an expansion of its Genius AI suite that combines Generative AI with Intelligent Virtual Agents. The new solution aims to create more human-like chat and voice bots, reducing the need for live agent interactions. A key feature is the 'dial-of-trust' that allows businesses to balance flexibility and control by blending generative AI with traditional pre-defined AI. According to a Five9 survey, 56% of US and UK consumers are frustrated with current self-service chatbots. The new AI Agents provide contextual, personalized responses using customer data and can seamlessly collaborate with human agents by summarizing previous interactions. The solution will be available for beta worldwide in Q1'25.
Five9 ha annunciato il lancio di Five9 AI Agents, un'espansione della sua suite Genius AI che combina l'Intelligenza Artificiale Generativa con Agenti Virtuali Intelligenti. La nuova soluzione mira a creare bot di chat e di voce più simili agli esseri umani, riducendo la necessità di interazioni con agenti dal vivo. Una caratteristica chiave è il 'dial-of-trust', che consente alle aziende di bilanciare flessibilità e controllo mescolando l'IA generativa con IA tradizionale predefinita. Secondo un sondaggio di Five9, il 56% dei consumatori negli Stati Uniti e nel Regno Unito si sente frustrato dai chatbot self-service attuali. I nuovi AI Agents forniscono risposte contestuali e personalizzate utilizzando i dati dei clienti e possono collaborare senza problemi con gli agenti umani riassumendo le interazioni precedenti. La soluzione sarà disponibile in beta a livello mondiale nel primo trimestre del 2025.
Five9 ha anunciado el lanzamiento de Five9 AI Agents, una expansión de su suite Genius AI que combina IA Generativa con Agentes Virtuales Inteligentes. La nueva solución tiene como objetivo crear bots de chat y voz más parecidos a humanos, reduciendo la necesidad de interacciones con agentes en vivo. Una característica clave es el 'dial-of-trust', que permite a las empresas equilibrar flexibilidad y control al mezclar IA generativa con IA tradicional predefinida. Según una encuesta de Five9, el 56% de los consumidores en EE. UU. y Reino Unido están frustrados con los chatbots de autoservicio actuales. Los nuevos AI Agents proporcionan respuestas contextuales y personalizadas utilizando datos de clientes y pueden colaborar sin problemas con agentes humanos resumiendo interacciones anteriores. La solución estará disponible en beta a nivel mundial en el primer trimestre de 2025.
Five9는 Five9 AI Agents의 출시를 발표했습니다. 이는 생성 AI와 지능형 가상 에이전트를 결합한 Genius AI 제품군의 확장입니다. 새로운 솔루션은 보다 인간적인 채팅 및 음성 봇을 생성하여 실시간 에이전트 상호작용의 필요성을 줄이는 것을 목표로 합니다. 주요 특징은 '신뢰 다이얼'로, 기업이 생성 AI와 전통적인 사전 정의된 AI를 혼합하여 유연성과 제어를 균형 있게 유지할 수 있도록 돕습니다. Five9의 설문 조사에 따르면, 미국과 영국의 소비자의 56%가 현재의 셀프 서비스 챗봇에 불만을 느끼고 있습니다. 새로운 AI Agents는 고객 데이터를 사용하여 맥락에 맞고 개인화된 응답을 제공하며, 이전 상호작용을 요약하여 인간 에이전트와 원활하게 협력할 수 있습니다. 이 솔루션은 2025년 1분기 전 세계적으로 베타 출시될 예정입니다.
Five9 a annoncé le lancement de Five9 AI Agents, une extension de sa suite Genius AI qui combine l'IA Générative avec des Agents Virtuels Intelligents. La nouvelle solution vise à créer des chatbots et des bots vocaux plus semblables à des humains, réduisant ainsi le besoin d'interactions avec des agents en direct. Une caractéristique clé est le 'dial-of-trust', qui permet aux entreprises d'équilibrer flexibilité et contrôle en combinant l'IA générative avec une IA traditionnelle prédéfinie. Selon un sondage de Five9, 56% des consommateurs aux États-Unis et au Royaume-Uni sont frustrés par les chatbots de libre-service actuels. Les nouveaux AI Agents fournissent des réponses contextuelles et personnalisées en utilisant les données des clients et peuvent collaborer sans effort avec des agents humains en résumant les interactions précédentes. La solution sera disponible en version bêta dans le monde entier au premier trimestre 2025.
Five9 hat den Start von Five9 AI Agents angekündigt, einer Erweiterung seiner Genius AI-Suite, die Generative AI mit Intelligent Virtual Agents kombiniert. Die neue Lösung zielt darauf ab, menschenähnliche Chat- und Sprachbots zu erstellen, wodurch die Notwendigkeit für Live-Agenten-Interaktionen reduziert wird. Ein zentrales Merkmal ist das 'dial-of-trust', das es Unternehmen ermöglicht, Flexibilität und Kontrolle durch die Kombination von generativer KI mit traditioneller, vordefinierter KI in Einklang zu bringen. Laut einer Umfrage von Five9 sind 56% der Verbraucher in den USA und im Vereinigten Königreich frustriert von den aktuellen Self-Service-Chatbots. Die neuen AI Agents bieten kontextualisierte, personalisierte Antworten unter Verwendung von Kundendaten und können nahtlos mit menschlichen Agenten zusammenarbeiten, indem sie frühere Interaktionen zusammenfassen. Die Lösung wird im ersten Quartal 2025 weltweit in einer Beta-Version verfügbar sein.
- Introduction of new AI technology that could reduce operational costs by minimizing need for human agents
- Platform offers flexible control over AI autonomy, making it suitable for regulated industries
- Integration with existing Five9 Genius AI Suite for unified solution delivery
- Ability to provide personalized customer responses using contextual data
- Product won't be available for beta until Q1'25, indicating delayed revenue impact
- Current consumer frustration with chatbots (56%) indicates potential adoption challenges
Insights
The launch of Five9 AI Agents represents a significant advancement in customer service technology, combining traditional IVA capabilities with generative AI. The key innovation is the "dial-of-trust" feature, allowing businesses to fine-tune the balance between scripted and AI-generated responses. This addresses a critical market need, as
The platform's ability to integrate with enterprise systems for contextual responses and automatic interaction summarization could significantly reduce operational costs and improve customer satisfaction. However, the Q1'25 beta release timeline suggests revenue impact won't materialize until late 2025 or 2026. The technology's success will largely depend on enterprise adoption rates and the effectiveness of the trust controls in regulated industries.
This product launch positions Five9 strategically in the rapidly evolving AI-powered customer service market. The hybrid approach of combining traditional and generative AI addresses key enterprise concerns about AI reliability and control, potentially accelerating adoption in conservative sectors like banking and healthcare. The contextual response capability and integration with existing Five9 products creates a compelling differentiation from competitors.
However, the delayed beta release until Q1'25 could allow competitors to catch up or surpass these features. The market response will largely depend on Five9's ability to demonstrate clear ROI through reduced agent workload and improved customer satisfaction metrics. The company's focus on enterprise-grade controls and data privacy could be particularly appealing to large enterprises with complex compliance requirements.
Five9 AI Agents blend AI models to automate self-service while giving businesses greater control, flexibility, and trust
Next-Gen Intelligent Virtual Agents combined with Generative AI to reduce interactions that need to be routed to human agents
Consumers increasingly expect personalized, human-like interactions, even with automated systems. A recent Five9 survey of 4,000 US and
“Five9 AI Agents has been in development for a while now, and we are excited to bring this capability to our customers,” said Jonathan Rosenberg, CTO and Head of AI, Five9. “We've invested significant energy in taking the appeal of Gen AI, such as highly conversational bots, and making them enterprise-grade with controls, data integrations and our dial-of-trust. By utilizing AI Agents, businesses can easily scale personalized customer interactions, optimize self-service and reduce reliance on human agents.”
Uncover Customer Intent, Deliver Contextual Knowledge-Based Answers
Gen AI enables AI Agents to understand complex language patterns, recognize context, and generate more nuanced and human-like responses. This allows for higher accuracy in understanding customer intents and reduces the need for human intervention.
AI Agents are designed to work effortlessly with the full Five9 Genius AI Suite, including AI Knowledge, Agent Assist, and GenAI Studio, giving a unified, efficient, and scalable solution for all self-service needs. Five9 AI Agents don’t answer questions generically, they provide responses based on the personalized context of the customer. For example, a customer asks an airline company’s AI Agent, "How many miles do I need to reach gold loyalty status?” Instead of responding with a generic statement like "25,000 miles are needed for gold loyalty status,” an AI Agents will use contextual data to respond, "With 19,000 miles in your account, you only need 6,000 more to reach gold loyalty status."
In addition, AI Agents ensure smooth collaboration between AI and human agents by automatically summarizing customer interactions across voice and digital channels. These summaries can elevate experiences by aiding live agents with rich context from previous interactions, transforming agents from a reactive customer service role to a more proactive advisory role. For example, an agent can greet a customer with, "I see you're just 6,000 miles away from reaching the next status level—would you like me to grant an exception and upgrade you now as a token of our appreciation?"
Increase AI Autonomy Based on Level of Trust
Five9’s blended AI approach gives businesses full control over the level of autonomy and the exact behavior of AI Agents. Maintain full control over when, where, and how generative AI is applied in customer interactions. The level of autonomy can be dialed up or down from “No Trust” to “High Trust,” selecting from a wide range of conversations, including pre-scripted, dynamic, and complex language constructs.
When trust in generative AI is low, or when companies operate in highly regulated industries like banking and healthcare that require precise and legally compliant messaging, every aspect of the dialogue flow is carefully scripted to ensure full control over interactions. As trust in AI increases, companies can begin to allow large language models (LLMs) to handle intent recognition and manage multi-step conversations while maintaining tight control over fulfillment to ensure accuracy. With a high level of trust, LLMs can take on additional responsibilities, autonomously managing conversations and utilizing APIs to perform necessary actions.
“AI agents have the potential to transform customer interactions, but to be truly effective, they must be designed with the consumer in mind,” said Patrick Watson, Head of Research, Cavell Group. “Cavell research has shown that consumer perception of automated customer experience systems is generally negative at the moment. So, finding a balance between rigid, scripted bots and more flexible, dynamic AI is key to improving consumer perception, while ensuring data transparency and user control. Five9's commitment to safeguarding data privacy and maintaining accuracy through its platform’s granular approach helps build trust, giving both consumers and businesses confidence in AI-driven solutions.”
Five9 AI Agents will be available for beta worldwide in Q1'25. For more information, please visit our website, as well as register for the webinar.
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/20241113793597/en/
Hannah Blackington
Corporate Communications Director, Five9
Press@five9.com
Source: Five9
FAQ
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