Skip to main content

Can You Trust Generative AI in Your Contact Center? Delivering Responsible AI for Enhanced CX

Frank Chevallier
Frank Chevallier VP, Product Management

Generative AI holds immense promise for revolutionizing the contact center. Its ability to understand complex inquiries, personalize responses, and learn over time could lead to faster resolutions and happier customers. News stories about Generative AI's inaccuracies and biases paint a troubling picture. A recent survey by Metrigy revealed that consumers are four times less likely than business leaders to trust Generative AI.

Unchecked, Generative AI can introduce bias, compromise privacy, or spout factually incorrect "hallucinations." When AI goes wrong, it erodes the very customer experience it was meant to improve. One wrong answer is what it takes. Recent headlines, like the DPD and Air Canada chatbot mishaps, only underscore the need for caution in deploying AI in customer engagements.

The Generative AI Dilemma

Generative AI can be transformative. In the Contact Center, it powers everything from Self-service automation, Agent Assistance, CX Insights, Automatic Quality Management to Digital engagements and more. But there's a dark side. The more complex the task you ask Generative AI to do, the greater the risk of unintended consequences. Consider the lowly FAQ bot. An organization might be comfortable letting Generative AI take the lead but draw the line when it comes to high-stake transactional interaction like recommending how to finalize a Mortgage application or handling sensitive personal data.

As a result, it is only natural that CX leaders grapple with questions like can we trust this powerful technology? how to ensure we get consistent, responsible, and reliable output from Generative AI, to mitigate its risks. 

Delivering Responsible AI: The Key to Building Trust

At Five9, we recognize that a one-size-fits-all approach to Generative AI isn't the answer. Our philosophy is to give organizations the tools to chart their own path with Generative AI, customizing the level of trust they require from Generative AI output for different scenarios. This ensures Generative AI innovation goes hand-in-hand with a responsible and reliable use of it.

Five9 GenAI Studio: Enabling Trust by Design

Introducing Five9 GenAI Studio, a game-changing application that puts the reins of responsible AI firmly in your hands. Think of it as the control center for responsible AI in your contact center. It empowers you to go beyond our carefully crafted default settings and tailor every aspect of GenAI output across all Five9 AI applications for complete flexibility.

Customization at the Core: GenAI Studio's intuitive interface lets you define the "storylines" you expect the AI to follow, and the "guardrails" it must never cross. Embed your organization's unique values, voice and values directly into your interactions.

Trusted Corporate Knowledge: Seamlessly weave your own trusted knowledge bases into the AI workflow. Ensure all responses are grounded in this knowledge and always draw from your approved policies, procedures, and product information, eliminating the risk of AI "going rogue."

Foundation Model Choice: We realize organizations may trust or prefer certain foundation models such as Open AI, AWS, Google, Open-Source models. We also realize that it is only time until Enterprises will start building their own trusted Corporate LLM Models. With Five9 GenAI Studio, select the foundation language models (LLMs) that best suit your needs, or bring your organization's own (BYO).

The Way Forward: Charting a Responsible Path

Generative AI has the potential to revolutionize contact centers. But this revolution must be built on a foundation of trust. As you shape your AI strategy, look beyond the buzzwords. Demand these answers from your vendors:

"How do you put me in the driver's seat?" Look for tools that let you mold the AI's output, tie it to your knowledge sources, and safeguard against unacceptable behavior.

"Can I steer the course?" Seek solutions that give you the freedom to choose or even bring the foundation LLM model that aligns best with your organization’s preferences.

"How do you ensure the AI aligns with my brand?" Demand technology that allows you to inject your organization's unique knowledge, voice, and terminology directly into your AI interactions.

By choosing a vendor who shares your commitment to responsible and reliable AI – a vendor like Five9 – you won't just be adopting a technology; you'll be forging a new era of customer experience.  One built on the bedrock of trust.

Ready to explore the potential of responsible AI? To learn more, click here. 

Frank Chevallier
Frank Chevallier VP, Product Management

Call 1-800-553-8159 to learn more about Five9