Five9 Genius AI Process: A Strategic Approach to Deploying AI Successfully in CX
August 7, 2024
Deciding which customer experience (CX) platform to use is a significant decision for your company. Additionally, considering how to leverage AI to enhance customer interactions can make this decision even more challenging. The result: AI initiatives face significant hurdles and high abandonment rates.
“At least 30% of generative AI (GenAI) projects will be abandoned after proof of concept by the end of 2025 due to poor data quality, inadequate risk controls, escalating costs, or unclear business value.”
GenAI is top of mind for CX leaders, but scaling AI is their biggest challenge. Research shows that though GenAI investment is there, there is a gap between on-the-ground execution and achieving expected outcomes.
Wouldn't it be ideal if CX platform providers recognized this need and developed a step-by-step process to deliver business value using AI? Well, now one has: the Five9 Genius AI Process.
The Genius AI process is comprised of four steps, all of which revolve around your own CX data.
1. Listen
Step 1: Listen. If you are Five9, this one is relatively straightforward. After all, the Five9 platform is a big aggregation point for customer contact data, processing voice, chat, SMS, social, and email data all on one platform.
2. Analyze
Once we have that data, we can then move on to step 2: Analyze. With Analyze, we look into the underlying reasons for the interaction. For example, did someone call to pay a bill, or send an SMS to request a brochure? Typically, this type of analysis is done using data that contact center agents manually enter, but now, in the era of Large Language Models, we can determine these reasons for interaction much more easily.
Quite simply, we can break down the reasons for customer contact automatically, and then cluster into topics. For each topic, we can determine how much work this is placing on your contact center. We use this data-driven approach to recommend what to do and how to do it.
3. Tailor
That leads us to Step 3: Tailor. Once you know what you need to do, you need a way of doing it. With Large Language Models, it is often necessary to tune them to provide the answers you need. For example, you might want to automatically summarize phone calls after each interaction, but you want that summary in the form of an email that can be directed to the customer. During the tailor phase, we combine all the necessary information needed to make a meaningful improvement. For example, we might bring in knowledge articles or CRM data to make the AI model much more useful. Five9 provides all the tools necessary to do this, including Five9 GenAI Studio and Five9 AI Knowledge as well as all the connectors necessary to link to external data sources.
4. Apply
And this brings us to the final step: Apply. An AI model is only useful if it can perform some real-world outcome. For example, a chatbot is most useful if it provides the customer what they need without even needing to talk to a human agent. Or, an Intelligent Virtual Agent is really only useful if it can process your transaction on the first attempt without aggravating the customer. To build these types of interactions, you need a design environment or a ‘Studio.’ Once again, Five9 provides everything you need with a Studio design experience for Voice, Chat, Agent Assist, and even back-office workflow.
Once you have your CX enhancement ready to go, you simply deploy it, return to the start of the process, and listen once again. With each cycle you use your data to monitor and drive the process. A truly virtuous cycle of continuous improvement. We call this the Five Genius AI process, and we are really excited to see how it could benefit your enterprise. To find out more, read out latest Five9 Genius AI E-book.
