Five9 Announces New Integration with Google Cloud Contact Center AI

Only six letters, with so much meaning behind it. Just like Google helps you find exactly what you’re looking for, Five9 Genius and Google Cloud Contact Center AI will help agents find exactly what the customer is looking for. Today we announced a new partnership with Google Cloud Contact Center AI so Five9 customers will be able to integrate virtual agent features into their Five9 systems.
 

Google Cloud’s new Contact Center AI is a solution that combines multiple AI products to improve the customer service experience, as well as the productivity of contact centers. Five9 gives Google Cloud customers the ability to improve the customer service industry.

Contact Center AI is a simple, secure, and flexible solution that allows enterprises with limited machine learning expertise to deploy AI in their contact centers.

Key features of Five9’s integration with Contact Center AI include:
 

• A natural and engaging conversational virtual agent designed to provide consumers a way to quickly resolve more common issueswithout needing to speak to a live agent

• The ability to easily escalate a call to an appropriately skilled live agent with all relevant data from the self service interaction

• Live agent augmentation to guide and assist live agents to deliver more prescriptive, accurate and timely responses. This is accomplished using Google Cloud Agent Assist technology.

The integration between Five9 Genius and Google Cloud’s Contact Center AI enables consumers to easily resolve more common issues by interacting with intelligent virtual agents in a natural, conversational manner, freeing live agents to address more complex issues and be more proactive.

Learn more about the integration with Five9 and Google Cloud here.