How Would You Leverage Custom AI Metrics?
March 14, 2025
For years, AI has helped businesses automate tasks, analyze data, and improve efficiency. But with the rise of Generative AI, we’ve moved beyond automation to something far more powerful—the ability to ask “What if?” and explore the art of the possible.
What if content could be generated instantly, tailored to any audience or brand voice?
What if chatbots could respond as naturally and thoughtfully as a human agent?
What if code could be written and debugged in seconds instead of hours?
Similarly, AI has unlocked the value of data now more than ever—and it’s redefining what’s possible in the contact center. Today, you can measure customer satisfaction, trending call topics, and capture Voice of the Customer feedback directly from conversation transcriptions.
This makes tools like Five9 AI Insights, our GenAI-powered CX insights application, a treasure trove of intelligence that empowers businesses with valuable information. But what if you could do even more with your data?
Introducing Spotlight for AI Insights
Spotlight for AI Insights takes you beyond pre-defined metrics, allowing you to generate limitless, tailored insights for your unique business needs. With simple prompts, Five9 AI Insights empowers you to define and track the exact metrics you need. Flexibility empowers supervisors with operational data and delivers tailored intelligence for specialized teams like sales, marketing, and product—no complex configurations or expensive customizations required.
So, let’s explore the art of the possible using Spotlight for AI Insights:
Transforming customer service with AI-driven insights
For customer service teams, operational blind spots make it difficult to pinpoint where improvements are needed. Five9 AI Insights eliminates the guesswork by automatically analyzing your customer interactions to detect trends—like rising call volumes for specific issues, CSAT, and CX scores—right out of the box.
Going one step further, Spotlight helps you generate endless conversation insights from customer interactions, driving smarter decisions for your contact center. By creating custom metrics that align with how you define success, you’re better equipped to derive actionable insights from your data.
IAA, an RB Global Inc Company, a global marketplace connecting buyers and sellers of commercial assets across 170 countries, faced significant contact center challenges that will sound familiar to many businesses: high call abandonment, fragmented workflows, and limited digital channels. By transforming their approach with smart routing, AI agents, and digital engagement tools, they achieved remarkable results. Now, they're ready to take their success even further. Here's how IAA plans to use Spotlight:
“At IAA, it’s our priority to create an environment where employees feel supported and empowered to deliver the highest standards of customer service. Most reporting and analytics tools provide us with valuable performance metrics, however, don’t allow us to capture the nuances of creating the most productive environment for our agents.
For us, Spotlight for AI Insights will help identify, track, and refine custom metrics that can be used to help reduce agent burnout, increase engagement, and continue improving upon our 52% reduction in attrition, while streamlining our customer journey.”
– Millicent McIntyre, Senior Director Buyer Services/Consumer Support.
You can prompt AI Insights to help your customer service teams:
“Identify the issue that led to manager escalations.”
"Measure how deep of an understanding the agent had of the customer issue and resolution."
"Surface how the customer tried to troubleshoot their issue before calling customer service."
Accelerating sales with data-backed strategies
Sales teams thrive on understanding customer intent, overcoming objections, and seizing the right opportunities at the right time. Spotlight for AI Insights can be used to bring precision to sales strategies by analyzing conversational data to ensure sales motions are backed by concrete data.
For example, if AI Insights detects that discussions about pricing or competitive offerings are causing hesitation, your sales leaders can refine their approach by providing competitive training for agents or creating tailored offerings. Spotlight can also be used to help pinpoint which sales reps consistently outperform their peers and why—whether it’s product knowledge, tone, or negotiation techniques—so those best practices can be scaled across the team.
You can prompt AI Insights to help your sales teams:
"Track the most common objections that cause a possible sale to stall."
"Identify the sales script or messaging that was used to close the sale."
"Detect which competitor names were mentioned during the interaction.”
Enhancing marketing with voice of the customer intelligence
Marketing teams rely on Voice of the Customer (VoC) and engagement metrics to position products successfully and run campaigns where messaging and product-fit are perfectly aligned. Spotlight for AI Insights takes this to the next level by extracting real-time VoC insights from live customer interactions—going beyond traditional focus groups and surveys.
For example, if a campaign drives an influx of customer inquiries, Spotlight for AI Insights can uncover why—whether the messaging is unclear, a product feature is being misinterpreted, or a key benefit isn't resonating. By surfacing real-time insights on customer reactions to campaign elements, marketers can make data-backed adjustments to improve conversion rates, eliminate confusion, and fine-tune campaigns for maximum impact.
You can prompt AI Insights to help your marketing teams:
"Identify which elements of our messaging customers reference the most in conversations."
“Analyze the effectiveness of our promotional offers in driving positive customer reactions."
"Measure how knowledgeable our agents are about our current marketing campaign."
Guiding product development with actionable customer feedback
Product teams need continuous customer feedback to improve features, resolve pain points, and prioritize their roadmaps effectively. Traditionally, they rely on interviews and focus groups with a small handful of customers or bespoke product feature requests. Spotlight for AI Insights changes the game by analyzing real-world interactions at scale, providing a direct line to authentic customer sentiment.
For example, if a specific product or feature complaint starts trending in support calls, product teams can spot issues early—before they escalates into lost deals or impact key accounts. Spotlight can also highlight recurring feature requests, helping teams prioritize enhancements that will have the greatest user impact. By transforming conversation transcripts into structured, actionable intelligence, Spotlight ensures product development is guided by real customer needs—not internal assumptions.
You can prompt AI Insights to help your product teams:
"Spot what product-related issues are generating the most support tickets?"
"Identify the most frequently requested features from customer interactions."
"Track customer sentiment around pricing."
By uncovering the most relevant insights from vast amounts of conversational data, you empower your contact center and business teams to make smarter decisions. Explore the possibilities—visit our webpage or watch our interactive demo to see it in action.
