Big CX Update with Five9 - CX Today News скачать в хорошем качестве

Big CX Update with Five9 - CX Today News

CX Today’s David Dungay speaks with Callum Shabella, EVP of Product Management at Five9, to explore the company’s AI-driven product roadmap and how large language models (LLMs) are transforming contact center operations and agent performance. 🔹 AI Summaries: Automating Agent Workflows One of the standout innovations from Five9 is its new AI Summaries feature — an LLM-powered tool that automatically generates concise, human-readable summaries of customer interactions. Traditionally, agents spend several minutes after each call or chat session writing summaries and disposition notes for the CRM. Shabella explains that this new solution eliminates that manual process entirely: “A 10-minute conversation can now be summarized instantly and automatically entered into the CRM — no training data, no setup, just a single toggle.” By leveraging real-time streaming transcripts and LLM summarization, Five9 enables agents to move directly to the next interaction, increasing efficiency while improving data accuracy and consistency. 🔹 AI Insights: Next-Generation Speech Analytics Later in the year, Five9 will release AI Insights, a major upgrade to traditional speech analytics. The solution applies large language models to classify, cluster, and extract reasons for customer contact — all without extensive professional services or data training. “This gives business leaders near real-time visibility into why customers are calling, how trends are shifting, and where automation opportunities exist,” says Shabella. AI Insights will help contact centers identify recurring issues, prioritize process improvements, and determine which interactions are best handled by humans versus automation. 🔹 Key Drivers Behind AI Adoption Shabella points to two primary motivations driving customers toward these AI tools: Operational Efficiency & Cost Savings – Automating low-value, high-volume interactions such as order tracking or address changes frees up agents for complex, high-impact customer work. Agent Retention & Empowerment – Post-pandemic attrition remains a challenge. AI Assist and automation tools help reduce repetitive tasks, accelerate training, and improve the overall agent experience. “The goal isn’t to replace agents — it’s to help them spend more time on meaningful interactions,” Shabella emphasizes. 🔹 Tackling the Data Quality Challenge While data quality has long been a limiting factor in AI success, Shabella notes that LLM-based technology reduces the dependency on large, manually tagged datasets. Older NLP systems required extensive, error-prone training data. By contrast, LLMs use contextual understanding and smaller data samples to deliver accurate results faster. Still, Five9 is mindful of new challenges like AI hallucination, and has implemented mitigation strategies to ensure factual accuracy and reliability in real-world deployments. “We’ve moved from the era of big data tagging to intelligent automation — and the results speak for themselves,” he says. 🔹 A Balanced Future of Humans + AI Five9’s roadmap reinforces its balanced CX philosophy — blending AI automation with human empathy to deliver better outcomes for both customers and employees. “Not every conversation should be automated,” Shabella concludes. “But when we use AI to remove the repetitive and accelerate the meaningful, everyone wins — the customer, the agent, and the business.” 💡 Key Takeaways AI Summaries automate post-call notes with LLMs for instant CRM integration. AI Insights delivers real-time visibility into customer intent and trends. Focus on automation + augmentation, not replacement of human agents. Improved data quality and reduced need for manual tagging enhance scalability. Five9 continues to evolve its complete CX platform with AI at its core. 👉 Learn more about Five9’s AI innovations: https://www.five9.com 👉 Explore CX Today’s latest insights: https://cxtoday.com 👉 Subscribe to CX Today’s newsletter: https://cxtoday.com/sign-up/ 👉 Join the CX Today LinkedIn community:   / 1951190