Last week, Five9 held an analyst briefing that was nothing short of epic. Now, for those of us who might have missed it (I was knee deep in training all week, so I’m just catching up), or if you don’t speak “analyst” fluently, I’ve got you covered.
Here’s what stood out to me—the key takeaways you need to know.
Five9 and AI: Not Just Another Buzzword
Let’s start with this: Five9 isn’t just jumping on the AI bandwagon—they’ve been doing this. Since 2018, Five9 has been actively working on and deploying AI solutions. In a time when every other vendor is throwing around the term “AI” like it’s the latest trend, it’s refreshing to see a company that’s not just talking the talk but walking the walk.
But what really caught my attention was Five9’s introduction of Five9 Genius AI. This isn’t just another AI tool—it’s a comprehensive strategic process (can we get a round of applause for strategy and process please). In a landscape where AI can often feel like a vague concept, Five9 is making it clear and actionable with Five9 Genius AI.
The Five9 Genius AI Process: A Strategic Approach to AI
What makes Five9 Genius AI stand out is that it’s not just a tool—it’s a process, a roadmap that guides you through the AI journey. Here’s how it breaks down:
- Listen: Five9’s comprehensive CCaaS suite captures data across all touchpoints. This isn’t just about gathering information—it’s about understanding every interaction, from every angle, Voice, Digital, Etc.
- Analyze: Once you’ve captured the data, the next step is making sense of it. With advanced analytics and insights, Five9’s platform helps you interpret the data you’ve collected, turning raw information into actionable intelligence.
- Tailor: This is where the magic happens. With the GenAI Studio, you can take the context from your analysis and tailor your approach. It’s about moving from generic responses to personalized, context-aware actions.
- Apply: Finally, it’s time to put everything into action. This step allows you to act on what you’ve learned, applying your insights to real-world scenarios and making informed decisions that drive results.
And what’s at the heart of this whole process? You guessed it—DATA! As someone who’s passionate about workforce management (WFM), this focus on data speaks to me. Data isn’t just a buzzword; it’s the foundation that makes the whole AI process work.
Now as THEE Contact Center Whisperer I believe EX (employee experience) must be at the core of any CX strategy. Which means Knowledge mgmt. and development are key.
So it’s only right that I LOVE and highlight that AI knowledge is apart of the Five9 Genius AI strategic process. AI Knowledge provides context, knowledge based answers for faster resolution – whether it be via a live agent or self-service.
Why This Matters for Your Business
So, what does all this mean for your business? Well, if you’re looking for a strategic, data-driven approach to AI, Five9’s Genius AI process offers a comprehensive solution that’s built to deliver results. Whether you’re looking to alleviate work, assist your employees, or automate your workflows, this suite of tools is designed to make AI not just a concept but a practical part of your business strategy.
But let’s bring it back to you. How could this suite of tools apply to your business needs and goals? What challenges are you facing that AI could help solve? I’d love to hear your thoughts in the comments.
And as always, if you want someone to walk you through an AI strategy tailored to your business—one that looks at alleviating work, assisting your employees, and/or automating your workflows and processes—let’s talk. I’m here to help you navigate the AI landscape and find the solutions that work for you.
Want to Learn More about Five9 Genius AI or how to implement AI into your strategy in a way that actually move the CX and EX needle forward?
Let’s chat -> HERE
Signed,
Thee Contact Center Whisperer
That WFM Girl