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San Ramon, CA, USA, Sept, 2020 -- Five9, Inc (NASDAQ: FIVN), a provider of the intelligent cloud contact center, announced the general availability of Five9(R) Agent Assist in Q4. Five9 Agent Assist extends Five9 Intelligent Cloud Contact Center capabilities with assistance focused on helping the agent during and after calls. Using AI-based, real-time call transcriptions, Five9 Agent Assist provides the first use case, a new capability called Assisted Summarization. With this technology, Five9 Agent Assist can summarize calls and with optional confirmation from the agent, save it into the CRM or other system of record, with a single click. This provides measurable cost savings by reducing after call work and call handle times by eliminating the need for the agent to write notes.
Five9 Agent Assist is powered by Google Cloud and Google Contact Center Artificial Intelligence technology, which provide speech recognition and natural language understanding capabilities. On top of that foundation, Five9 has added its own technologies, including its proprietary AI model generation and assisted summary algorithms.
"Up until now, companies viewed AI as a ‘future project’ due to its perceived complexity, cost, or lack of demonstrably proven results," states Jonathan Rosenberg, CTO and Head of AI at Five9. "With Five9 Agent Assist, we focused on enabling practical AI that tackles real-world challenges for businesses. We narrowed in on a really important need that every contact center has – knowing what happened during a call – and solved it with a combination of machine intelligence and human oversight."
"With all the calls coming through our contact center, it’s not practical for us to listen to every call," said Steele Anderson, Senior Manager Sales Operations, Womply. "On the other hand, knowing what our agents are talking about with customers is critical to understanding the transaction and the larger trends our customers are dealing with. With Five9 Agent Assist, agents had an easier time dealing with customers which resulted in shorter call times. Customer asks were easier to identify and trends across the contact center are easier to see. Also, our accuracy to adherence for our DNC list improved thanks to the AI."
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About Five9:
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: Tuesday, September 22, 2020
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