Virtualization Technology News and Information
Five9 Announces New Integration With Google Cloud Contact Center AI to Provide Businesses the Ability to Improve Customer Service

Five9, Inc. announced an integration with Google Cloud's new Contact Center AI, a solution that combines multiple AI products to improve the customer service experience, as well as the productivity of contact centers.

Google 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. The solution integrates with Five9 making customer integration of AI into their systems easy.

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

  • A natural and engaging conversational virtual agent designed to provide consumers a way to quickly resolve more common issues without the need to speak to a live agent
  • Easily escalate call to an appropriately skilled live agent with all relevant data from the self service interaction
  • Live agent augmentation, designed to guide and assist the live agent to deliver more prescriptive, accurate and timely responses. This is accomplished using Google Cloud Agent Assist technology

"Our mission is to help businesses deliver exceptional experiences to their customers and AI will play a key role in helping make that a reality," said Rowan Trollope, CEO, Five9. "The integration between Five9 Genius and Google Cloud's Contact Center AI will be a game-changer to enable 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."

"Contact Center AI empowers enterprises to use AI to complement and enhance their contact centers," said Rajen Sheth, Director of Product Management, Google Cloud. "Google Cloud's goal is to make it as easy as possible for our customers to use AI for contact centers through our relationships with key partners like Five9."

Learn more about the integration with Five9 and Google here.

Published Wednesday, July 25, 2018 8:32 AM by David Marshall
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