Best AI assist out there
Use Cases and Deployment Scope
Five9 Agent Assist helps our agents by providing assistance on how to handle each call based on the account or what type of customers our agents are handling.
Pros
- Providing good summary for the the call
- providing next step for the agents
- providing suggested resolution for the call
Cons
- 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
Return on Investment
- 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.
Usability
Alternatives Considered
Gong
Other Software Used
Salesforce CMS, Striven, Five9 WFO
