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Five9 Updates Agent Assist Solution with AI Technology like ChatGPT

By Tracey E. Schelmetic April 03, 2023

In recent years (if not months), artificial intelligence (AI) has made great strides in call summarization, which is an enormous boon to call centers looking for greater business intelligence from customer calls. Using the same generative AI technology behind ChatGPT, cloud contact center company Five9 has made changes to its Agent Assist solution. Five9 Agent Assist 2.0 with AI Summary “summarizes customer call transcripts in seconds, yielding a rapid time to value by reducing manual, after-call work,” said the company.

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

According to Five9, the holy grail for Agent Assist has been to attack one of the biggest sources of cost for call handling: i.e. 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.

AI Summary is part of Five9’s strategy to unlock a new class of features and products using LLMs like GPT-3 (and soon, maybe, GPT-4). 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 (NLMs) 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.

“Five9 is delivering innovative and practical AI that empowers contact center workers and enables a fluid customer experience,” said Callan Schebella, EVP of Product Management for 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.”

Edited by Alex Passett
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