Highlights:

  • According to Five9, the descriptive architecture of its new AI Agents greatly lowers the cost and complexity of enabling consumer self-service.
  • The Five9 Genius AI Suite, which includes GenAI Studio, Agent Assist, and AI Knowledge, is intended to be integrated with AI agents.

Five9 Inc. updated its virtual agents that were announced in August. The contact-center-as-a-service company has widened its Genius AI compilation to integrate natural language processing and generative AI to simulate the conversational capabilities of humans.

By varying the proportion of generative AI and conventional pre-defined AI utilized in the same conversation, businesses may fine-tune Five9 AI Agents to strike a balance between flexibility and control.

The business said that its new agents enable responses to be scripted when necessary or flexible based on the needs of the consumer, citing recent research showing that 56% of the U.S. and the U.K. customers are irritated by self-service chatbots.

Complex, ambiguous, or dynamic requests cannot be handled by chatbots since they frequently rely on prewritten responses and small knowledge bases. According to Five9, the descriptive architecture of its new AI Agents greatly lowers the cost and complexity of enabling consumer self-service. Through the methodical description of traits, actions, and patterns, descriptive design aids in the development of a precise, factual understanding of a subject.

Five9 has years of experience with AI. In 2018, it introduced Genius, an AI-powered contact center platform that matches customers with agents based on information from emails, chats, and web searches to predict the reason for a customer support call.

The Five9 Genius AI Suite, which includes Agent Assist, GenAI Studio, and AI Knowledge is meant to be incorporated with AI agents. Depending on the particular customer’s context, they can react. For instance, a response customized to the customer’s account mileage balance can be provided in response to a customer’s question regarding the number of miles required to achieve a particular loyalty status.

Additionally, agents automatically compile voice and digital client contacts to provide live agents with context from past exchanges that might enhance the customer experience, such as immediately promoting a customer to a new loyalty status.

Businesses have complete control over the degree of autonomy and behavior of AI agents due to Five9’s AI methodology. The autonomy level covers a wide spectrum of discussions, including pre-scripted, dynamic, and complicated language constructions, and can be adjusted from “No Trust” to “High Trust.”

Preventing hallucinations is crucial since they might have disastrous consequences when it comes to consumer engagement situations. Employing retrieval-automatic generation, businesses can use internal data to train agents.

They can handle intent recognition and multi-step talks while keeping strict control over fulfilment by turning up the trust equation as it rises. Agentic AI is the ability of large language models to independently manage conversations and initiate activities through application program interfaces at the greatest degrees of trust.

In the first quarter of 2025, five AI agents will be made available for beta testing.