A recent press release out of Five9 begins, “‘Good morning, Sophia! I see you are contacting us about an overcharge. Given you are a valued customer, I will credit the charge for this month’s bill. Is there anything else I can help you with?’ Have you ever had this experience calling a company where they already know you, know exactly why you are calling, and resolves your issue in a minute? If you are like most, this experience is rare. Personalized customer service matters and artificial intelligence (AI) can be the game changing technology. It takes the burden off the customer and enables an amazing experience. To connect the dots for the agent and customer, today we announce Five9 Spring Release 2018. This release includes major enhancements across the portfolio, including Five9 GeniusTM and Engagement Workflow. Five9 Genius is designed to bring practical AI to the contact center, and is a core layer within the platform enabling pervasive intelligence throughout Five9 applications.”

The release goes on, “Five9 Genius includes: (1) Intelligent routing designed to get customers to the right agent faster. For example, a customer types a question regarding an account overcharge into a search bar. Five9 Genius uses Natural Language Processing (NLP) with machine learning to understand the customer’s issue. That information is used to identify an available agent, skilled in billing and authorized to issue a credit. (2) Agent guidance designed to provide stellar customer experience. In this same example, AI provides the agent with information on the customer’s overcharge, past purchases, and call history. Five9 Genius provides agent guidance on the next best action. With this knowledge the agent can quickly resolve the customer’s problem resulting in high customer satisfaction.”

Read more at Business Wire.

Photo credit: Five9