Five9 is trying to make it easier for organizations to set up their own custom contact center solutions. The company is best known for its Five9 Inference Studio, a no-code development platform that speeds up the creation of Intelligent Virtual Agents (IVA).
Five9 has now rebuilt the Inference Studio to further improve its performance, and to deliver new features for interested customers. Most notably, the update will introduce a new Task Library, which contains upwards of 40 pre-built templates that can be used for both employee and customer-facing applications. The templates can be used as the foundation for a custom IVA solution, while the Library itself is similar to an app store in design and operation.
The initial batch of templates focuses on the healthcare and health insurance industries, with apps for test results, prescription management, and appointment scheduling, amongst other services. However, Five9 is already planning to roll out additional templates for other industries, including retail and financial services.
The improved Inference Studio will also offer support for voice biometrics, analytic, and coaching solutions that will allow companies to make better use of their call center data. The utility is delivered through Five9’s VoiceStream suite of RESTful APIs, which allow customers to integrate third-party solutions into their IVAs through the Five9 Intelligent Cloud Contact Center. For example, customers can deploy ValidSoft’s VoiceID voice recognition tech to enable biometric authentication, or Medallia’s Voci Transcribe to enable real-time transcription.
The Inference Studio itself has been optimized to support larger applications, and to execute tasks more quickly. It is compatible with conversational AI solutions from major companies like Google, Amazon, and IBM, and comes with enhanced monitoring and maintenance tools. Businesses, meanwhile, can install it with minimal technical expertise, and can do so knowing that their IVA will still adhere to industry best practices.
“Reimagining the customer experience will require organizations to reimagine their workforces,” said Five9 Product Management EVP Callan Schebella. “Our new capabilities make it easier for organizations to build and manage AI solutions that will enable human and digital teams to deliver next-generation customer care.”
The Nuance Gatekeeper voice recognition solution was added to the Five9 App Marketplace in May. MarketsandMarkets has predicted that the demand for authentication services will drive the voice biometric market to $3.9 billion by 2026.
July 14, 2021 – by Eric Weiss