Best AI assist out there
Rating: 8 out of 10
IncentivizedUse 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
Likelihood to Recommend
At the moment, I think it's the best one out there. It's also integrated with our system well. We have Five9 for our dialer that's already connected through salesforce so having Five9 Agent Assist is a huge plus compared to getting another AI overview. It's also good with providing summary and providing suggestions.