Overview

Five9 Agent Assist is an enterprise-ready, AI-powered solution designed to empower contact center agents with real-time intelligence and automation. As customer experiences become increasingly complex, agents are expected to resolve issues more efficiently and with higher satisfaction. Agent Assist addresses these challenges by providing agents with timely, accurate content and tools, enabling them to focus on customer needs and improve overall service quality.

Features and Capabilities

• Real-Time Guidance: Automatically provides agents with real-time guidance cards and checklists, recommending actions for faster resolutions and enhancing call effectiveness.
• After-Call Work Automation: Offers real-time transcription and custom call summarization, reducing contact handle time and after-call work (ACW). Utilizing advanced technologies like OpenAI GPT, Agent Assist auto-generates summaries, allowing agents to spend more time addressing customer issues.
• Enhanced Customer Experience: Empowers agents to deliver empathetic, personalized, and human interactions by focusing on the customer, thereby improving overall customer satisfaction.
• Accelerated Agent Onboarding: Provides intuitive coaching experiences that facilitate quicker learning for new agents and help experienced agents reach proficiency faster.
• Increased Call Compliance: Equips contact center managers with insights that highlight customer trends, analyze KPIs, and identify coaching opportunities for agents.
• AI-Powered Solutions: Enables the development of practical AI solutions tailored to business needs through Five9’s low-code/no-code platform.
• Leadership Support: Strengthens leadership with immediate visibility into contact center trends, KPI progress, and coaching opportunities.