Five9, which offers an intelligent CX platform, announced the GenAI Studio. This solution allows organizations to take general purpose, off-the-shelf generative AI models such as OpenAI, customizing them for the contact center.
GenAI Studio offers a streamlined interface that powers Five9 applications that use generative AI models, initially with Agent Assist AI summaries. This allows customers to create, deploy and test GenAI prompts based on business-specific, contextual data. GenAI Studio also restricts the data that generative AI can access and share.
With a low-code, no-code generative AI model and prompt management hub, GenAI Studio can deliver:
- Customization that brings more personalized customer and employee experiences by using contextually relevant customer interaction data.
- Control and flexibility, by empowering companies to take full control of GenAI capabilities, ensuring that interactions align closely with organizational goals and values.
- Precise control and monitoring of GenAI outputs using own trusted generative AI models.
“Generative AI represents a revolutionary step forward in technology that can benefit the contact center. To harness it, we need the next generation of tools,” said Jonathan Rosenberg, Five9 CTO and head of AI. “With GenAI Studio, customers can infuse off-the-shelf models with their unique data, making the Generative AI model their own. Delivering this type of capability with both power and ease has been a challenge until now; it’s in line with the core value proposition that Five9 has delivered and will continue to deliver in the future. GenAI Studio is the next big step in our journey to transform the contact center for the future.”
Other capabilities include its engine-agnostic layer, knowledge and personalization options, support for testing/monitoring/observability, prompt library and support for powering all Five9 GenAI applications.
GenAI Studio will be available in the second half of 2024. For details on Five9’s partner program, click here.
