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TMCNet:  Five9 Launches Five9 Intelligent Virtual Assistant

[June 04, 2020]

Five9 Launches Five9 Intelligent Virtual Assistant

Five9 (News - Alert), Inc (NASDAQ: FIVN) a leading provider of the intelligent cloud contact center, announced today the general availability of Five9 Virtual Assistant, a best-in-class 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 engaging 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."

Five9 Virtual Assistant capabilities include:

  • Human-like speech using WaveNet to offer hundreds of different text-to-speech voices across 17 languages.
  • Support of the most advanced conversational AI technologies from companies like Google, IBM, and Microsoft (News - Alert).
  • No-code/low-code solution to manage conversational data to measure, speed-up and deploy AI models that can be used between Five9 Virtual Assistant, agent assistance and chatbot.

Five9 Virtual Assistant is the latest announcement in Five9's AI-powered solution suite. AI, like previous generations of technology, is helping businesses accomplish their business objectives. In the contact center, that's delivering a human experience while controlling costs. To that end, today Five9 is using AI across customer touchpoints to deliver virtual customer assistance, agent assistance, and partnering with third parties for chatbot solutions.

"With Five9 Virtual Assistant, agent assistance, as well as support for third party chatbots integrated into Google (News - Alert), 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."

About Five9

Five9 is a leading provider of cloud contact center software for the intelligent contact center space, bringing the power of cloud innovation to customers and facilitating more than six billion call minutes annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO and AI to increase agent productivity and deliver tangible business results. The Five9 Genius (News - Alert) platform is reliable, secure, compliant and scalable; designed to create exceptional personalized customer experiences.

For more information, visit www.five9.com.

Engage with us @Five9, LinkedIn, Facebook, Blog, That's Genius Podcast.


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