Five9 Elevates Omni-Channel Customer Engagement with Innovations in Digital Self-Service, AI Design, and Analytics - Seite 2

For example, a customer could call their insurance company to report a claim, and, to make scheduling with a claims adjuster easier, an IVA could send an SMS with a link to a visual form that shows a list of available appointments.

Companies can also serve a broader multilingual audience while simplifying staff requirements using the new real-time translation capabilities on Five9 Messenger. This enables contact center agents who speak English to serve customers who speak other languages.

To learn more, watch this explainer video.

IVA development has become more collaborative

Five9 IVA Studio, the low-code platform that allows anyone with access to build IVA applications using drag and drop tools or a library of pre-configured templates, has been enhanced to help boost collaboration and productivity. The updated tools give all teams more visibility into applications’ edit histories, as well as which team members are editing the same application.

Powerful programing tools that shorten time to development

As larger enterprises with more complex business needs adopt Studio, Five9 is providing new innovations to meet the requirements of more advanced software developers and partners.

Studio has added more powerful programing tools, including support for JavaScript, which makes the design environment extremely flexible, and the ability to control Studio through APIs. For example, one Five9 enterprise customer is now using APIs to automatically push development updates to a staging environment for testing before publishing a new IVA functionality.

Support for more conversational AI engines

Studio has also been enhanced to offer support for more Natural Language Processing (NLP) engines to give customers flexibility and choice when building applications, allowing them to select the best engine for their use case. These new NLP technologies include IBM Watson Assistant and Google Dialogflow Knowledgebase integration, which enables developers to quickly deploy FAQ-style applications by simply pointing to a web-based URL that contains a list of FAQs. Additionally, Five9 has expanded its partnership with LumenVox by adding open transcription from its speech recognition platform powered by deep neural networks. This speech recognition foundation enables Five9 Studio to provide more accurate, real-time analysis of customer calls to better understand customer intent.