Agent Assist
Practical AI
AI is no longer a far-off concept, but a practical, useful way to optimize productivity, achieve greater accuracy, and drive better business outcomes in contact centers. Five9 Agent Assist focuses on practical AI to solve business challenges and provide tangible ROI for today’s contact center. Five9 Agent Assist provides agents with transcripts and call summaries automatically, dramatically reducing after call work. Knowledge base articles and coaching allow agents to focus on the customer while reducing call handle times for a win-win.
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Your Agent’s New Best Friend
Agent Assist helps your agents focus on the customer by automatically providing transcriptions and call summaries. In addition, automated real-time coaching and knowledge base sharing helps agents accurately and efficiently provide customers with the information they need.
Real-time call transcription means agents can spend more time listening and less time capturing information so they can give customers the attention they deserve. Detailed call summaries save agents time on after call work. Once a call is complete, the summary is automatically added to the CRM system or database of choice.
Agent Assist provides real-time coaching by listening to each call and prompting agents with relevant reminders. Coaching can help keep your company compliant with standards like HIPAA or automate transactions like setting up a service ticket.
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Powerful New AI Capabilities Applied Practically
AI Made Easy
Five9 Agent Assist extends the Five9 Intelligent Cloud Contact Center to generate practical, real-time results without the typical teams of data scientists or business analysts.
Powered by Google CCAI
Five9 Agent Assist is powered by Google Cloud and Google CCAI technology, which provides best in class speech recognition and natural language understanding capabilities.
Highly Accurate Results with Little Effort
Call transcription and summaries from Agent Assist are accurate, consistent, and detail-oriented. Auto-generated summaries greatly reduce during and after call work.
Agent Assistance the Way it is Meant to Be – In Real Time
Real-time coaching and knowledge base integration provide agents with information to help them be more effective, while helping your customers with timely, accurate content based on their call.
51% of the workforce believes that voice assistants will transform how they work.
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Real-Time Performance
- Real-time call transcription, call summarization, and automatic synchronization with CRM save time
Real-Time Assistance
- Real-time coaching and knowledge base integration guide agents to provide great customer service
Accuracy
- Advanced AI engine achieves what was once impossible with real-time speed and accuracy
Integrated
- Syncs with every major CRM platform, saving agents tons of time processing after-call-work
Practical AI
- Easy to train, manage, and measure accuracy of AI models
Call Insight
- AI reports provide immediate insight into call topics, script adherence, compliance adherence, and other quality metrics
With all the calls coming through our contact center, it’s not practical for us to listen to every call. On the other hand, knowing what our agents are talking about with customers is critical to understanding the transaction and the larger trends our customers are dealing with. With Five9 Agent Assist, agents had an easier time dealing with customers which resulted in shorter call times. Customer asks were easier to identify and trends across the contact center were easier to see. Also, our accuracy to adherence for our DNC list improved thanks to the AI.
Steele Anderson
Sr. Manager of Sales Operations, Womply
Resources To Help You Get Started
Data Sheet
Five9 Agent Assist
Learn how Five9 Agent Assist helps your agents provide a more human experience by using AI and machine learning technology.
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