Five9 AI Agents pair flexible autonomy with personalized, accurate conversations
Five9, provider of the Intelligent CX Platform, is launching Five9 AI Agents, the next generation of Five9 Intelligent Virtual Agents (IVA) that merge GenAI with conversational AI and natural language processing (NLP) to deliver intuitive, personalized experiences across voice and digital channels. Making highly knowledgeable, human-like interactions for chat and voice bots a reality, Five9 AI Agents reduce the number of interactions needed to be elevated to human agents while ensuring businesses retain control, flexibility, and trust over their AI deployments.
Five9 AI Agents innovate on traditionally rigid, inflexible chatbots that leave customer experiences lacking—as found by Five9’s recent survey, where 56% of consumers reported being frustrated by self-service chatbots. By combining GenAI, conversational AI, and NLP, Five9 AI Agents are infused with the necessary agility to respond to customer needs, paired with a new descriptive design paradigm that lowers the complexity and cost of self-service solutions.
“Five9 AI Agents have 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 at Five9. “We've invested significant energy in taking the appeal of GenAI, 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.”
Improving efficiency and scalability, Five9 AI Agents seamlessly integrate with the Five9 Genius AI Suite—including AI Knowledge, Agent Assist, and GenAI Studio. This unification across Five9’s offerings enables Five9 AI Agents to rapidly deliver personalized, contextual, accurate responses, paired with automated summaries of customer interactions across voice and digital channels.
Another fundamental capability of Five9 AI Agents is its dial-of-trust approach that manages AI behavior. Enterprises can increase or decrease the level of autonomy that the agents maintain, from “No Trust” to “High Trust.” At lower trust levels, each component of the agents’ responses are carefully scripted for greater control over interactions. In turn, at higher trust, the large language models (LLMs) are given more flexibility to handle intent recognition, manage multi-step conversations, and even use APIs to perform certain actions.
“AI agents have the potential to transform customer interactions, but to be truly effective, they must be designed with the consumer in mind,” said Patrick Watson, head of research, Cavell Group. “Cavell research has shown that consumer perception of automated customer experience systems is generally negative at the moment. So, finding a balance between rigid, scripted bots and more flexible, dynamic AI is key to improving consumer perception, while ensuring data transparency and user control. Five9's commitment to safeguarding data privacy and maintaining accuracy through its platform’s granular approach helps build trust, giving both consumers and businesses confidence in AI-driven solutions.”
To learn more about Five9, please visit https://www.five9.com/.