Five9 Launches GenAI Studio, the First Enterprise-Ready Solution Offering Click-and-Customize Generative AI for the Contact Center
25 March 2024 - 11:00PM
Business Wire
Generative AI-Powered Solution Brings
Unparalleled Customization, Control, and Responsible AI to Customer
Experiences
ENTERPRISE CONNECT – Five9 (NASDAQ: FIVN), provider of
the Intelligent CX Platform, today announced GenAI Studio, an
industry-first solution that allows organizations to take general
purpose, off-the-shelf Generative AI models, such as OpenAI, and
customize them for the contact center in just a few clicks.
Companies today are eager to implement Generative AI to inform
and improve customer and employee experiences. However, many face
challenges with pre-packaged solutions that often come with
pre-defined models and prompts that do not align with an
organization’s specific needs. GenAI Studio is a simple-to-use
interface that will power all Five9 applications that use
Generative AI models, starting with Agent Assist AI Summaries. It
will enable customers to create, deploy, and test Generative AI
prompts based on business-specific, contextual data. GenAI Studio
also addresses organizational concerns around responsible AI with
its ability to control the data that Generative AI can access and
share.
“I’ve been impressed by Five9’s strategy to anticipate and meet
demand for AI in the contact center through a combination of
acquisitions and internal development,” said Dan Miller, Lead
Analyst and Founder at Opus Research. “They took an early
leadership position with market-ready AI solutions, and, with GenAI
Studio, they provide easy-to-use tools that leverage their
formidable array of resources to build, train, and test highly
personalized virtual assistants.”
With a user-friendly, low-code, no-code Generative AI model and
prompt management hub, GenAI Studio helps companies deliver:
- Unparalleled customization that brings more personalized
customer and employee experiences by using contextually relevant
customer interaction data
- Greater control and flexibility by empowering companies
to take full control of their GenAI capabilities, ensuring that
interactions align closely with organizational goals and
values
- Responsible AI by providing precise control and
monitoring of GenAI outputs using their own trusted generative AI
models
"Generative AI represents a revolutionary step forward in
technology that can benefit the contact center. To harness it, we
need the next generation of tools,” said Jonathan Rosenberg, Five9
CTO and Head of AI. “With GenAI Studio, customers can infuse
off-the-shelf models with their unique data, making the Generative
AI model their own. Delivering this type of capability with both
power and ease has been a challenge until now; it’s in line with
the core value proposition that Five9 has delivered and will
continue to deliver in the future. GenAI Studio is the next big
step in our journey to transform the contact center for the
future.”
Key capabilities include:
- Engine-Agnostic Layer: Customers can select from a range
of Generative AI models. The power of choice helps future-proof a
company’s investment and allows them to utilize the model that
aligns best with their unique business needs – whether it’s a third
party or proprietary Generative AI.
- Knowledge and Personalization with Customer Data: Five9
allows integration of many forms of contextual data, allowing GenAI
Studio to answer questions, summarize calls, or guide agents with
information that is unique to their business and personalized to
the customer.
- Testing, Monitoring, and Observability: GenAI Studio
provides Quality Management for Generative AI models in the contact
center for more controlled outputs. It allows customers to test
their customized Generative AI models using real call transcripts
and utterances to measure performance and make improvements.
- Prompt Library: GenAI Studio will come with a repository
of sample prompts to help companies get started. This will help
accelerate the prompt development processes, reducing the need for
expertise in prompt engineering.
- Powering all Five9 GenAI Applications: GenAI Studio will
power all AI applications within Five9, starting with Agent Assist
AI Summaries. This capability will give customers control over the
output of AI Summaries, including the ability to add customer
sentiment, condense or add context to the summaries based on
audience, and format the summaries by describing what is
desired.
GenAI Studio will be available in the second half of 2024. Click
here to view a demo video or visit Five9 at Enterprise Connect
Booth 1318.
About Five9
The Five9 Intelligent CX Platform provides a comprehensive suite
of solutions to engage with customers across their channel of
choice, empower managers with insights and intelligence into
contact center performance, and elevate your business to deliver
better business outcomes and Bring Joy to CX™. Our cloud-native,
scalable, and secure platform includes contact center; omnichannel
engagement; Workforce Engagement Management; extensibility through
more than 1,400 partners; and innovative, practical AI, automation,
and journey analytics that are embedded as part of the platform.
Five9 brings the power of people, technology, and partners to more
than 2,500 organizations worldwide.
For more information, visit www.five9.com. Engage with us
@Five9, LinkedIn, Facebook, Blog
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version on businesswire.com: https://www.businesswire.com/news/home/20240325501131/en/
Suzie Linville Senior Corporate Communications Manager, Five9
Suzie.Linville@five9.com
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