Partner POV | Five9 AI Knowledge
Article written and provided by, Five9.
Providing real-time knowledge to customers and agents is essential in today's customer journey. In NTT's 2021 Global Customer Experience Benchmarking Report, they found that only 34.7% of consumers are satisfied with automated self-service experiences. And, according to PwC, 46% of consumers will abandon a brand if they find that employees aren't knowledgeable.
However, managing traditional knowledge systems poses significant challenges, often requiring a dedicated team that creates, tags, and updates articles to ensure content consistency and accuracy. This process is highly labor-intensive, requiring meticulous attention to detail in maintaining content and optimizing search terms to ensure a user-friendly experience for agents and customers. Existing knowledge management tools impose rigid structures on how information is organized and presented to customers and agents. They also lack customization, leading to generic answers that may not fully address individual customer queries. That's why we built Five9 AI Knowledge.
AI Knowledge is a cutting-edge application that combines the power of LLMs with the precision of Retrieval Augmented Generation (RAG) technology to transform how businesses deliver accurate information to customers through virtual and live agent interactions. By translating insights from trusted enterprise data into actionable knowledge for agents, businesses can unlock the full potential of knowledge management.
Benefits of Five9 AI Knowledge:
- Unify your knowledge
- Make answers more precise
- Create smoother self-service experiences
- Increase your contact center ROI
Features include:
- User-friendly, no code interface
- Precise contextual search
- Custom knowledge abstraction
Curate Valuable Knowledge Across Your Customer Experience
When customers interact with virtual agents, they expect an effortless self-service experience that provides them answers without needing to interact with a live agent. When they do escalate to a live agent, customers often face delays as agents waste precious time searching for knowledge across disparate systems like CRMs, Knowledge Bases, FAQ articles, and AI tools.
AI Knowledge gives companies the power to mine and curate their existing knowledge to provide customers with faster, more personalized experiences using Retrieval Augmented Generation (RAG) technology. RAG integrates the strengths of retrieval and generation-based AI models, allowing the system to extract the most relevant data from extensive knowledge bases to produce accurate, context-aware responses. This ensures that the information provided is comprehensive and precisely tailored to the user's specific needs. The result: accurate, valuable IVA responses that deliver smooth self-service experiences.
Precise Contextual Search
Great CX depends on delivering the most relevant information to the right customer at the right moment. In real-time, AI Knowledge comprehends a customer's request using contextual data and searches through all of your company's documentation to pinpoint the most relevant information.
GenAI-Powered Knowledge Abstraction
AI Knowledge automatically generates contextual answers based on your company's interaction data and knowledge articles. It surfaces crucial information in the most effective way for both customers and agents, ensuring that answers are accurate, contextually relevant, and easy to understand. By focusing on the core elements of a query, AI Knowledge delivers streamlined responses to provide CX that brings customers joy, not disappointment.
Knowledge Studio
Existing Knowledge Management tools demand a dedicated team and substantial resources for maintenance, including creating articles, tagging them, and improving discoverability across applications. With AI Knowledge, this functionality is seamlessly integrated into the Five9 admin console, maintaining the same user interface and familiarity as our other AI products. Knowledge Studio offers CX leaders a user-friendly hub for unifying, organizing, and optimizing company-wide knowledge — all without coding.
Unified Knowledge
Centralizing your knowledge base is crucial for maintaining consistency and efficiency across your organization. Within Knowledge Studio, you can easily upload your knowledge articles, FAQ documents, and product information using just a single tool to ensure that agents and customers have access to fresh information. Elevate your CX to new heights with the power of collective knowledge, all in one interface.
Custom Answers
With GenAI Studio, you can generate endless customizations of how knowledge is surfaced to your customers and agents. Generating custom answers empowers your CX to better align with your brand voice and customer service standards, fostering a more consistent and engaging customer journey. You can personalize the tone, define the level of granularity and formatting, generate scripts, and more.