Five9, a leading provider of cloud-based contact centre software based in London, has unveiled a new addition to its Five9 Genius AI Suite. The Four-Step Five9 Genius AI Process is an innovative solution that offers a strategic approach to delivering fully customised, AI-enhanced customer experiences across the entire customer journey.

By following this four-step process, companies can rapidly identify high-value use cases for AI, implement and deploy these solutions, and achieve a quicker return on investment. With the guidance and support of Five9 experts, businesses can effectively leverage AI to create more contextual and personalised interactions that align with their specific goals.

The Five9 Genius AI Suite comprises a comprehensive set of orchestrated solutions designed to deliver AI-powered customer experiences. The latest addition, Five9 AI Knowledge, addresses a critical pain point in customer experience: quick access to answers for any customer question.

Traditional approaches to knowledge management often rely on curated FAQs and knowledge bases, which can be limiting. Five9 AI Knowledge overcomes this limitation by utilising Generative AI to distil a customer’s request in real-time. By leveraging contextual data from an organisation’s vast knowledge sources, AI Knowledge accurately identifies and surfaces the most relevant answer for each interaction, whether with a virtual or live agent.

This faster access to responses through AI Knowledge enables companies to reduce hold times, minimise customer frustration and ultimately lower costs.

Callan Schebella, Executive Vice President, Product Management at Five9, commented: “AI has enormous potential to improve the customer experience. However, many organisations still struggle with how to use AI effectively given that it is complex, ever evolving, and often, poorly implemented. Five9 has been a trusted partner to our customers with extensive expertise in CX and AI.

“We don’t just build AI-enabled CX products, we guide customers in every step to successfully implement and evolve solutions that map to their business needs. With the Five9 Genius AI product suite and a flexible, customer-centric process, our goal is to enable customers to deliver rich, insightful, elevated customer experiences at every touchpoint.”