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Five9 Knows Agent Assist

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Sarah Joven
Sarah Joven Corporate Communications Intern

Intern for the Five9 Corporate Communications and Brand team, supporting media relations, thought leadership, and corporate blog programs. 

We all need help from time to time. Moving the couch, holding the ladder, planning the surprise party. Sure, you could drag the couch to its new locationbut at what cost to the floor? And granted, the ladder *usually* stays where you put itbut it sure does feel better to have someone looking after your safety. Let’s face it: it is nice to have assistance available.  

So why don’t we take the same helping-hand approach to our business lives?  

Why is it that the prevailing method of agent enablement is to pop a bunch of screens in their face and stand back while they toggle from data point to data point?  

Perhaps, it’s time to rethink the way we provide our agents with assistance.  

Real-Time Assistance 

Consider Mike, a seasoned call center specialist, who just started a new job. Ordinarily, it would take six weeks to fully train a new agent but having Five9 Agent Assist got him ready for calls in only two. 

When Mike takes a call, he still receives the CRM screen pop that he’s grown to appreciate. But with Five9 Agent Assist, he is also presented with a customized brief based on the client’s calling reason, previous call results, and current company promotions.  

Now, instead of wading through a sea of historical information looking for the shiny shell of data relevant to the conversation Mike’s having, Five9 Agent Assist listens to the conversation in real time and uses AI and natural-language understanding to serve him content when he needs it.  

You will notice how the call is transcribed in real time to anticipate Mike’s needs. Like a friend holding the ladder, agent assist detects when Mike is going off the rails, and gently nudges him back on course.  

By encouraging good behavior, like obtaining verbal consent for legal matters, keeping track of checklists on his behalf, and holding him accountable with post call analytics, Mike’s manager had the confidence to put him on the phone in record time.  

However, shorter training time was not the only motivation for implementing Agent Assist. Extended hold times, long call durations, and excessive after-call work plagued their customers’ experience.  

Agent and Customer Satisfaction 

Five9 Agent Assist fights these challenges by making agents like Mike more effective and, by extension, more efficient during the call. Instead of committing every uncommon customer use-case to memory, Agent Assist listens and provides such enablement tools just in time. Instead of doing his work and keeping track of lists, Agent Assist does the clicking. And, finally, instead of wasting time trying to remember every detail of the call for the summary, Agent Assist authors call summaries as the call is happening. Mike makes the customer happy while Agent Assist makes Mike’s life easier. 

We just explored how Five9 Agent Assist helped Mike: 

  • Come up-to-speed more quickly by providing just-in-time work aids. 

  • Deliver exceptional, personalized customer service by presenting only the most relevant historical information.  

  • Stay compliant by capturing and confirming verbal consent from the customer. 

  • Succeed at every step with automatic check lists.   

  • Shorten handling time with automatic summaries sent directly to the CRM. 

Get results when you say goodbye to slow trainings and long calls with Five9 Agent Assist.  

Learn more by reading this Agent Assist data sheet

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Sarah Joven
Sarah Joven Corporate Communications Intern

Intern for the Five9 Corporate Communications and Brand team, supporting media relations, thought leadership, and corporate blog programs. 

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