Deliver Contextual, Knowledge-Based Answers Across Your CX with GenAI

Say hello to Five9 AI Knowledge, our latest innovation to help businesses deliver seamless, knowledge-driven customer experience. Get ready to unlock smarter support, faster answers, and elevated engagement – read on.  

The Key CX Challenges to Address Today

Customer Frustration from Underinformed Agents 

Customers grow impatient when agents can’t provide quick, accurate answers. Recent studies show that inconsistent or inaccurate answers from contact center agents significantly raises customer dissatisfaction, hurting brand reputation and loyalty (Hubspot Blog, 2024; Nextiva, 2023). At the same time, agents struggle to keep up with fast-evolving business needs in order to deliver consistent, accurate solutions to customers. This inconsistency in support quality leads to dissatisfaction and inefficiency in resolving customer issues.

Limited and Ineffective Self-Service Resources

Customers often find that self-service resources are limited, outdated, and overly simplistic, such as basic FAQ documents. Research indicates that 81% of customers prefer self-service but only 15% find these resources effective. Moreover, these resources are often hard to use, leading to frustration and a greater reliance on live agents for simple inquiries (CXM Today, 2022).  

High Maintenance and Operational Burden 

It takes significant time and effort for today's organizations to consistently capture and share the right knowledge with the right people at the right time. An effective knowledge management program (which normally involves effective content operations and a working search solution) requires extensive upkeep. This substantial expenditure can increase operational costs, potentially diverting resources away from core business activities.

Introducing Five9 AI Knowledge: The Future of Knowledge Management for Contact Centers

Five9 AI Knowledge offers a suite of innovative features designed to tackle these challenges head-on, ensuring a seamless, efficient, and consistent customer experience (CX). Here’s how: 

1. Precise Contextual Search: Five9 AI Knowledge leverages advanced AI algorithms to provide precise, context-aware search capabilities. This results in enhanced accuracy and improved user satisfaction, with early testing showing an outstanding answer accuracy. 

2. Seamless Integration Across All Customer Interactions: Five9 AI Knowledge integrates smoothly with the entire Five9 product ecosystem, automating the flow of knowledge from capture and tagging to curation, reuse, and sharing. This integration enhances knowledge management productivity and ensures that accurate information is consistently available across all customer touchpoints.

3. Customized Answers: Five9 AI Knowledge features a robust Knowledge Studio that allows businesses to customize how GenAI delivers information and knowledge to customers and agents. Tailored answers meet your specific business needs, ensuring that customers receive accurate and relevant information – every time. 

4. Consistency and Quality in Customer Experience: Ultimately, by leveraging GenAI, Five9 AI Knowledge enhances the consistency and quality of customer interactions, whether through live or virtual agents. This ensures that customers receive accurate, reliable information, improving overall satisfaction and trust in your brand. 

Get Started with Five9 AI Knowledge Today

We invite you to explore the future of knowledge management and CX with Five9 AI Knowledge. Sign up now and revolutionize how you deliver information to your customers and agents. 

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