Five9’s Genius AI is a comprehensive artificial intelligence (AI) solution leveraging advanced AI and industry-specific LLMs to transform how contact centers operate. It is a key feature of Five9 contact center, which enhances customer experiences, optimizes the way agents perform tasks, and streamlines existing workflows.
This article is an in-depth review and analysis of Five9 Genius AI. We explore some of its key features, pricing, pros and cons, potential use cases, and overall value.
What is Five9 Genius AI?
Five9 Genius AI is a sweeping suite of AI-powered tools that come together to amplify the way your contact center operates. It takes the power of real-time analytics, automation, and machine learning to give your team actionable insights to refine decision-making at all levels. Genius AI is pre-built into Five9’s Intelligent Cloud Contact Center and tailored to help your business deliver world-class customer service while cutting costs and operational redundancies.
Genius AI is best for contact centers primarily focused on modernizing the way they interact with customers by combining AI self-service with live agent support enhanced with real-time assistance, call summaries, and more. Genius AI addresses common pain points like excessive wait times, inconsistent customer service quality, and poor resource allocation.
The average time it takes customers to abandon unanswered calls is 2 minutes and 36 seconds.[*]
Genius AI uses a mix of Intelligent Voice Assistants, AI-powered agent assist software, and workflow automation to reduce call abandonment, take pressure off agents, and increase customer satisfaction.
Key Features of Five9 Genius AI
Five9 Genius AI is packed with innovative features to transform contact center operations. Below, we dive into some of the richest features that make Five9’s Genius AI stand out:
Five9 Agent Assist
Genius AI comes with Agent Assist, an AI-powered tool that provides agents with real-time suggestions and guidance during customer interactions across voice and digital channels. Genius AI combines machine learning and natural language processing (NLP) to analyze live conversations happening and offer next-best actions, relevant knowledge base articles, and scripts to agents.
Agent Assist reduces average handle time (AHT) by helping agents solve and root out common issues faster. It also improves first contact resolution (FCR) rates by giving agents what they need (billing information, company guidelines and policies, customer histories) to address customer concerns in as little time as possible.
Five9 AI Insights
Genius AI uses machine learning algorithms to take historical and real-time data and predict how customers will behave–as well as the intent behind their interactions. With AI Insights, contact centers can identify potential customer churn, forecast upcoming call volume, and determine the likelihood of a sale during a customer conversation. These insights improve workforce management, ensure staffing needs are met, and increase upsell opportunities.
Genius AI evaluates the emotion and tone of customer interactions as they happen. Advanced NLP and sentiment analysis algorithms can point out confusion, satisfaction, and frustration within customer conversations so that agents can de-escalate or upsell. Managers also gain insights into customer sentiment trends, which allows them to make targeted recommendations.
Five9 Intelligent Virtual Agents (IVA)
Genius AI powers intelligent virtual agents that handle routine inquiries and tasks that do not need any human intervention. These IVAs are instrumental to giving customers a reliable, robust self-service to boost customer satisfaction. They also free up agents to handle more complex and urgent tasks.
Five9’s has both Digital and Voice IVAs. Their voice IVAs automate routine tasks, quickly resolving common issues while transferring complex ones to live agents. Choose from 25 different human-sounding voices.
Digital IVAs come in the form of web chatbots and social media messaging with rich media controls. Five 9’s IVAs even offer a task library of pre-defined templates for common and industry-specific actions. This intuitive feature allows you to quickly create visual workflows by dragging and dropping tasks.
Five9 AI Authentication
Genius AI comes with advanced authentication capabilities to ensure customer identities are securely verified efficiently. A combination of voice biometrics, behavioral analysis, and other AI-powered failsafes gives the platform the ability to authenticate customers without needing lengthy security questions or manual verification techniques. This saves time for customers and agents leading to faster resolutions and a better customer experience.
Five9 AI Summaries
While an integral part of running a contact center, after-call work can be a time-consuming task that drains agent productivity and jeopardizes the customer experience. Five9 AI Summaries can get you back that time by summarizing customer call transcripts within seconds. This AI summarizer for call centers and contact centers allows your agents to focus more on customers by removing the need to write call notes and summaries. Five9’s own studies showed that AI summaries cut average handle time by 27% on average.[*]
AI summaries also assist contact center managers. Instead of manually sifting through hours of call recordings and notes, AI summaries underscores trends and agent activities, flagging them for review. Five9’s AI Summaries take in call transcriptions to swiftly analyze the quality of customer interactions and provide actionable feedback for on-the-fly modifications.
Pricing and Plans
Five9 Genius AI is not a standalone offering, it is a feature of Five9 Intelligent Cloud Contact Center platform; to access Genius AI, you must subscribe to one of their bundled offerings.
Five9 offers flexible pricing options including five scalable solution bundles starting at $149/month, concurrent user pricing, named user pricing, pay-per-use pricing, custom quote-based packages and add-on features.
Five9’s bundled solution packages (pricing shown below) provide the greatest value and are the most popular call center software pricing option.
Check out our complete guide to Five9 pricing and plans for more information.
All five plans include 24/7 customer support, call recording, desktop and mobile VoIP softphone access, softphone functionality, basic inbound call management, and all outbound dialing modes.
Available Five9 add-on features (pricing not publicly listed) are:
- Artificial Intelligence: Intelligent Virtual Agent (IVA), Agent Assist
- Digital Engagement tools: Social Media messaging, Video conferencing with customer-agent screen sharing, SMS texting, Digital Outreach with automated SMS, email, or social missed contact follow-ups
- Workforce Optimization: WFO Recording, Real-time Performance Dashboard, Essentials WFM, Gamification
- Additional Add-Ons: IVR with Speech Recognition, extra storage, Admin Assist, Agent/Supervisor Consoles, CRM Connectors, Secure Pay, Operational Intelligence, Technical Account Manager
Pros and Cons of Five9 Genius AI
Five9 Genius AI is a powerful suite of AI-driven tools that comes with its own set of strengths and limitations. Understanding the pros and cons can determine if it’s the right fit for your business. Below, we break down the key advantages and potential drawbacks:
Pros of Five9 Genius AI
- Improved Customer Experience: Real-time insights driven by AI recommendations keep resolutions fast and accurate to build customer satisfaction
- Scalability: Five9’s platform is built to grow alongside your business, which makes it a smart choice for most organizations
- Cost Efficiency: Predictive analytics and self-service options allow agents to allocate time and resources smarter and reduce overall operational costs
- Enhanced Agent Performance: Automated quality management and real-time guidance work in tandem to improve agents’ abilities to tackle issues, boosting their confidence while cutting training time and costs
Cons of Five9 Genius AI
- Cost: The platform offers a lot of bang for the buck, but the pricing may be prohibitive for smaller contact centers that do not have the budget for it
- Learning Curve: Genius AI can be daunting for newer users despite having an intuitive interface, it might be time-consuming for users without technical expertise
- Data Quality Limitations: How accurate AI-powered insights are depends on how much data is available and the quality of said data, which might be a limitation for companies without access to large data sets or are in progress of building their data
Who is Five9 Genius AI for?
Five9 Genius AI is best for:
- Mid-to-Large Enterprises: Companies with complex and variable customer service needs and manage larger contact center teams will enjoy the wide set of features designed to streamline and organize their teams.
- Industries Anticipating High Call Volumes: Those in the healthcare, finance, retail, and telecommunications sectors can better handle high volumes of customer interactions by cutting down on repetitive or mundane tasks using IVAs and chatbots
- Businesses Focused on CX and Innovation: Organizations prioritizing customer experience who want to take advantage of AI to personalize and polish their service offerings
Learn More About Five9 and Genius AI
Five9 Genius AI is a robust tool that offers Five9 Contact Center users a suite of AI-powered tools to optimize agent performance and improve the customer journey. Its real-time agent assist, AI authentication, Intelligent Virtual Agent, and predictive AI analytics elevate it above more conventional contact center solutions. That being said, it can be pricey and complex for smaller businesses.
Still, if you’re looking to future-proof your contact center and deliver a new innovative experience Five9 Genius AI is a tool worth considering. Five9 offers a personalized demo as well as a money back guarantee.
Check out our complete Five9 review for more information.