Five9 has introduced Spotlight for Five9 AI Insights to help businesses harness generative AI to analyse customer interaction data. The tool leverages Five9 Genius AI to provide businesses with real-time, actionable insights derived directly from conversation transcripts.
The platform’s advanced AI capabilities allow businesses to quickly uncover valuable insights and confidently make data-driven decisions, reducing manual work and fuelling growth.
“We’re building solutions that meet our customers where they are, simplify the process, and make insights easily accessible for seamless, hyper-personalized experiences that truly resonate with their customers,” said Ajay Awatramani, chief product officer at Five9. “We know that understanding the context of every interaction is key to success, and we’re committed to making it simple for customers to use the specific data they want, in the formats that work best, all within a design built with the user in mind.”
Spotlight for AI Insights enables businesses to create custom metrics tailored to their specific needs. By tapping into customer conversations, organisations can define operational data and extract intelligence relevant to different teams, such as sales, marketing, and product development.
Making it easy to track metrics
The tool also makes tracking hard-to-measure metrics like upsell success rates, customer retention likelihood, and discounting trends easier, providing critical information to drive strategic decisions. Business leaders can test and deploy new metrics with simple prompts, eliminating the need for long, costly customisations that traditionally took weeks.
Boosted reporting tools
In addition to AI-powered insights, Five9 is improving its reporting and analytics capabilities to make data more accessible and actionable for businesses. The new features include Five9 Aceyus VUE (Visionary User Experience), used by large, complex contact centres with over 100 agents.
This tool now offers pre-built, persona-based dashboards, making it easier for customers to quickly access the most relevant performance data. In addition, for customers who prefer more hands-on reporting, Five9 Analytics now provide new pre-built reports, allowing users to jump-start their analysis without needing to build reports from scratch.
Meanwhile, Five9 Reporting has unveiled an updated user interface that offers access to an expanded library of over 140 pre-built reports, covering everything from operational metrics to resource efficiency trends.