Five9 Launches New Four-Step Genius AI Process

Five9 has launched a new feature in its Genius AI Suite, introducing the Genius AI process, a four-step approach designed for customers who are unsure about where to start their AI journey.

This process – Listen, Analyze, Tailor, and Apply – helps businesses identify where AI can add value, implement it effectively, and achieve faster returns, all with expert guidance from Five9.

By focusing on discovering rich data, analyzing operational gaps, and tailoring models with contextual knowledge, the process creates AI-driven customer experiences that are more personalized and aligned with business goals.

The latest addition, Five9 AI Knowledge, uses generative AI to improve how companies handle customer questions.

Unlike traditional systems that rely on static FAQs, AI Knowledge uses real-time data to find and deliver the most relevant answers.

This helps reduce hold times, decrease customer frustration, and cut costs by providing quicker and more accurate responses, whether through virtual or live agents.

Callan Schebella, Executive Vice President, Product Management at Five9, said “With the Five9 Genius AI product suite and a flexible, customer-centric process, our goal is to enable customers to deliver rich, insightful, elevated customer experiences at every touchpoint.”

Maribel Lopez, Founder and Principal Analyst at Lopez Research said, “Beyond multichannel and self-service support, organizations need to look for products that deliver AI-driven insights, methods to responsibly customize AI with a company’s specific contextual data, and the ability to apply these insights and knowledge to real world scenarios such as agent assistance and call summaries.”

Reviewed by: Xander Freeman