By reducing the need for live agent interactions, companies can accomplish a number of things; primarily, they can lighten the load on human agents, leaving them free to solve more complex, higher-priority problems that require the human touch. They can also streamline processes for customers to receive answers to simpler questions, thereby eliminating the need for excess hold times and transfers (i.e. which boosts customer satisfaction). Additionally, reducing the need for human agents saves money and time, both of which are often in short supply in the contact center space.
In this vein, intelligent CX platform provider Five9 recently announced the expansion of its Five9 Genius AI suite with the launch of Five9 AI Agents, the next generation of Five9's Intelligent Virtual Agents (IVAs), which incorporate generative AI (GenAI). The goal of the solution will be to enable businesses to reduce the need for live agent interactions; Five9 AI Agents provide a conceptual dial-of-trust that allows businesses to balance flexibility and control to meet customers’ needs by blending generative AI with traditional pre-defined AI in the same conversation.
Consumers increasingly expect personalized, human-like interactions, even with automated systems. A recent Five9 survey of 4,000 U.S. and UK consumers found that 56% are still frustrated by self-service chatbots. Traditional chatbots often rely on rigid, scripted responses and lack comprehensive, real-time enterprise knowledge access, limiting their ability to handle complex, fuzzy and dynamic requests. They fail to meet individual needs, resulting in poor experiences and the need for human intervention.
So to help solve this problem, Five9 AI Agents allow customers to combine a mix of generative AI, conversational AI, and NLP in a single AI agent. This allows responses to be scripted when they need to be, or flexible depending on the needs of the customer. As opposed to traditional bots, AI Agents’ new descriptive design paradigm significantly reduces complexity and cost of implementing self-service solutions. More businesses can now rapidly power personalized self-service experiences tailored to their unique use cases.
“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.”
Edited by
Alex Passett
