Unlocking the 'Brain' of CX: How GenAI-Powered Voice of Customer Intelligence Transforms Your CX
September 4, 2024
I'm thrilled to bring you the next exciting installment in our series exploring our Five9 Genius AI, a four-step process that delivers business value using AI.
Today, we're diving deep into the "Analyze" phase. Simply put, it’s the "brain" of the operation – the Voice of Customer intelligence engine that puts the entire CX improvement cycle in motion by unlocking continuous value creation from AI.
In the fast-paced world of customer experience (CX), businesses are actively seeking ways to understand and respond to customer needs in real-time. Generative AI, particularly within contact centers, is a game-changer in this area as it offers unparalleled capabilities to analyze customer interaction data and drive meaningful improvements.
This is not the AI of a few years ago, which required complex NLU, rule-based configurations, and expert interventions to deliver speech and text analytics. GenAI-powered Voice of Customer Intelligence delivers automatic, real-time, and proactive insights without all the fuss – revolutionizing how we understand and engage with customers when it matters the most.
Five9 AI Insights: The Generative AI-Powered CX Insights Application for Continuous CX Excellence
Five9 AI Insights is designed to drive continuous, actionable CX optimization across the organization, not just in the Contact Center. It analyzes all conversations in real-time across channels, automatically identifying the reasons for each interaction and grouping them into discussion topics. In the process, Five9 AI Insights applies its deep understanding of human language to identify key CX metrics such as sentiment and satisfaction for every interaction. By combining CX metrics with key operational performance metrics like handling time and wait time, it automatically scores critical topics, highlights call drivers and hidden trends, and proactively alerts CX leaders with actionable, insights-driven recommendations. This is an out-of-the-box solution and requires no time-consuming model training, setup, or administration.
These actionable recommendations can be quickly implemented in your AI-powered contact center applications, driving measurable improvements in customer experience. Five9 provides all the tools necessary to do this within the Genius AI suite, including Five9 GenAI Studio and Five9 AI Knowledge as described in the “Tailor” phase of the Five9 Genius AI process.
The Analyze Advantage: Real-Time, Effortless, and Unbiased Insights
Data-driven decision-making and recommendations: Today, 58% of contact center leaders say that they cannot build relationships with customers because they do not have enough data to meaningfully personalize self-service and live interactions. Five9 AI Insights uses GenAI to recognize the nuances of a customer’s intent and deliver recommendations for improvement. For instance, imagine customers struggling to navigate a complex IVR system. With Five9 AI Insights, these pain points are flagged and remedied with next-best actions in real-time. Imagine a recommendation to replace this area of the IVR with a modern virtual agent to automate and resolve the task(s) at hand through personalized self-service and conversational AI experiences. Similarly, if a surge in inquiries about a newly launched product feature is detected, recommendations of knowledge article updates can be acted upon, or real-time agent coaching guidance can be updated to ensure smooth interactions.
Real-time, proactive insights: Traditional CX measurement methods, such as after-call surveys and questionnaires, are reactive and provide skewed data that relies on shallow customer participation. Five9 AI Insights enables a consistent, unbiased understanding of customer sentiment and satisfaction levels. It instantly surfaces the root causes of customer issues across all conversations without manual intervention. It also automatically detects hidden trends as your business evolves, so you don’t have to. Five9 AI Insights is your dedicated CX business analyst...that never sleeps.
Unfair competitive advantage: CX-oriented brands know the value of real-time Voice of Customer insights and recommendations. Five9 AI Insights delivers a strategic edge, allowing them to stay ahead of the competition and drive substantial business outcomes. According to a 2024 Metrigy report, insights programs that enhance CX can boost revenue by 20% and reduce operational costs by 18%. McKinsey & Company likewise identifies improving customer understanding as a leading investment area for Gen AI-powered technology in customer care. Five9 AI Insights is leading this transformation.
In summary, the Analyze step – powered by Gen AI, LLMs, and Five9 AI Insights – converts raw customer interactions into actionable insights and recommendations. Businesses then apply these insights to continuously enhance their AI applications and drive scalable CX improvements.
Learn more about how Five9’s GenAI solutions and Five9 AI Insights can help transform your customer interactions in previous posts from this series:
