San Ramon, CA, USA, June 4, 2020 -- Five9, Inc (NASDAQ: FIVN) a provider of the intelligent cloud contact center, announced the general availability of Five9 Virtual Assistant, an Intelligent Virtual Assistant (IVA), powered by Inference, that leverages conversational-AI to automate manual tasks and answer common questions in the contact center. Five9 Virtual Assistant delivers conversational experiences for organizations which need both greater efficiency and a more personal, human element in their approach to customer care.
"We are proud to partner with Five9 to deliver Inference-powered IVAs to Five9 customers," said Callan Schebella, Chief Executive Officer at Inference Solutions. "The integration of our solution enables organizations to provide advanced self-service in more than one hundred languages and pass context from those interactions to live contact center agents so that a conversation can continue seamlessly if it needs to escalate."
In recent weeks, various organizations, from small businesses to Fortune 500 companies, have been experiencing an increase in call volumes in both inbound and outbound communication. Five9 Virtual Assistant can help alleviate this problem by enabling an AI-driven voice assistant to provide a natural conversational response to customer inquiries, such as scheduling appointments, social distancing policy and updating mailing addresses, quickly and efficiently resolving common issues in an empathetic manner.
"Virtual assistants are rapidly becoming a part of everyday life as many people use IVAs, such as Siri or Alexa, to look up information or take specific actions," said Anand Chandrasekaran, Executive Vice President, Product Management at Five9. "We are now seeing this trend accelerate during COVID-19 with consumers seeking customer service solutions without having to speak to an agent or endure long wait times. Five9 is excited to announce our latest offering that utilizes AI to deliver the next generation of self-service."
"With Five9 Virtual Assistant, agent assistance, as well as support for third party chatbots integrated into Google, Five9 is putting a suite of AI solutions into the hands of our customers," said Jonathan Rosenberg, Five9 Chief Technology Officer. "This industry-first approach lets our customers rapidly deploy AI-based technology while also providing adaptability and flexibility."
"We believe that AI technologies can be de-mystified by reducing the complexity around machine learning," continues Chandrasekaran. "Our approach is focused on simplifying the technology so that our customers can easily manage the conversational AI engine without an extensive data-science background or programming skills. Our practical AI solutions include intuitive visual editing and tagging tools that allow contact center admins and analysts to visualize call recordings and manage AI training data easily without any programming background. Additionally, this allows our customers to leverage the work done within Five9 Virtual Assistant in other areas, such as chatbots or even for real-time agent assistance."
Posted by Veronica Silva Cusi, news correspondent
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, secure, compliant and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
Published: Friday, June 5, 2020
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