Five9 Agent Assist vs. Hyperbound

well suited for call transcription so that agents know exactly what members are expecting for. It will improve the customer satisfaction. I would recommend this to someone who is also looking for guidance thru the calls as well. With these features we can make sure agents are following all the necessary steps, completing all required tasks for each call

Incentivized

• transcripting
• guidance for next best actions
• summarizing the previous agent’s call transcription

Incentivized

• There are cases where it's recommending an old article or knowledgebase
• too many options being recommended reducing confidence on or providing confusion
• not providing links to allow agents to double check or verify the information

Incentivized

previosuly some required tasks are missed by the agents. But once we implemented this, we are making sure agents are completing all of them. We are also able to send nudges as well and show them all related helpful knowlede center articles to guide them in the conversation. Based on the words and questions they are asking,we are showing the relatedarticles which is a game changer for us

Incentivized

Gong AI tends to providing a vague summary of the call and can also mistake what the concern is. So far, Five9 Agent Assist is more accurate on analyzing what happened on the call and what the next step is.

Incentivized

• For positive, it does save a lot of time on for our support on addressing questions as it link agents to our knowledgebase
• Positive, it helped with making accessing our knowledgebase better
• Promotes being resourceful vs going for a support.

Incentivized