Five9 to Launch ‘New Paradigm’ AI Agents Next Week

Five9 will motorboat its “next generation” intelligent virtual agents adjacent week, CEO Mike Burkland has revealed.

Speaking connected an net telephone pinch investors, nan main exec said nan AI-powered service, called Five AI Agents, will usability crossed sound and integer channels.

“Five9 AI agents are designed to execute unprecedented levels of comprehension, capacity and autonomy utilizing generative AI,” he said.

“This allows them to present awesome customer acquisition while besides reducing nan measurement of interactions that request to beryllium routed to quality agents.

“With these AI agents positive AI-empowered quality agents, Five9 is delivering nan caller CX designed to consequence successful higher customer restitution scores, happier labor and improved ratio for organisations astir nan world.”

Burkland said nan AI Agents will beryllium successful nan self-service beforehand extremity of Five9’s AI offering, complementing nan existing AI Agent Assist technology, which augments quality customer service.

They will identify, authenticate, thrust intent, inject knowledge, use reason, return actions wholly independently, and without nan request for a human”, he added, calling them “a caller paradigm” for customer experience.

The CEO was speaking connected an net telephone arsenic Five9 released its quarterly results. Sales for nan 4th ending 30 September roseate 15 percent to $264.2m, topping nan erstwhile grounds quarterly precocious reported earlier this year.

AI was pegged arsenic nan driver down this growth. Burkland said nan mean yearly recurring gross (ARR) of caller logo wins including AI has been 5 times nan size of wins without AI complete nan past 4 quarters.

“With nan acceleration of AI, CX is changing correct earlier our eyes, and we telephone this nan caller CX,” he added.

“This caller CX is delivered by our AI-powered level that stays alert and engaged passim nan full customer journey, delivering worth successful galore ways we antecedently could only imagine.”

Customer Wins and Verint Partnership

While Five9 execs did not uncover immoderate customer names, they did springiness a glimpse into immoderate caller wins.

They highlighted a world wireless bearer deal, which they expect to beryllium worthy $4m successful ARR, and a world shaper woody successful business pinch Verint, worthy $1.6m successful ARR.

The Verint business besides came nether nan spotlight successful nan aftermath of a RingCentral announcement made earlier nan aforesaid day.

RingCentral revealed a woody pinch Verint that will springiness RingCX customers entree to Verint’s workforce engagement guidance and CX automation technology.

An expert connected nan net telephone quizzed nan Five9 CEO connected nan implications of nan caller partnership.

“They partner pinch nan full marketplace of CCaaS players and I deliberation it’s important for their business for them to beryllium unfastened and partnering pinch much than conscionable Five9,” he said.

“We’re their number 1 partner; we conscionable won their partner of nan twelvemonth again, but we don’t person immoderate rumor pinch them partnering pinch different players, and we get that.

“That liking expands their marketplace opportunity, and RingCentral is astatine nan debased extremity of nan interaction centre market.”