Call center software company Five9 Inc. said today it wants to help customers adopt superior generative artificial intelligence models with its new GenAI Studio product.

The new offering will launch in the second half of the year, making it easier for customers to take off-the-shelf generative AI models such as OpenAI’s GPT-4 and customize them to handle customer calls in just a few clicks.

The company explains its reasoning, saying that many of its customers are eager to implement generative AI to improve customer experiences, but face challenges in adapting pre-packaged offerings to meet their specific needs. The problem is that these predefined models need to be trained to understand an organization’s business processes before they can generate accurate responses that may actually assist customers, and that isn’t easy to do.

GenAI Studio, Five9 says, is an easy-to-use portal that will power multiple new generative AI applications within Five9’s contact center software, beginning with Agent Assist AI Summaries. It’s designed to make it simple for customers to create, deploy and test generative AI prompts, with responses derived from their own, business-specific, contextual data. It also helps address concerns around safety, with comprehensive tools that control the data generative AI models are allowed to access and share.

Five9 explained that GenAI Studio enables customers to integrate relevant customer interaction data with general-purpose generative AI models to enhance their capabilities. There’s also a prompt management hub that allows customers to experiment with their newly customized models to ensure that the responses are helpful and relevant.

GenAI Studio supports a range of generative AI models, including both proprietary models such as OpenAI’s GPT-4 and Google’s Gemini, plus open-source variants such as Meta Platforms Inc.’s Llama 2, giving customers more choice over their AI strategies. The platform supports the integration of almost any type of contextual data, so companies can teach their customized models how to answer questions, summarize calls and guide agents with information that can help them to resolve customer’s problems faster.

Other capabilities include testing, monitoring and observability features to ensure customers can control the outputs of their models. For instance, customers can test how their generative AI models perform using real call transcripts, measure their performance and then make adjustments. There’s also a built-in Prompt Library that offers thousands of sample prompts to help customers get started, accelerating the prompt development process.

Five9 Chief Technology Officer and Head of AI Jonathan Rosenberg said customers need better tools to harness the capabilities of generative AI. “With GenAI Studio, customers can infuse off-the-shelf models with their unique data, making the Generative AI model their own,” he explained.

Opus Research analyst Dan Miller said he was impressed by Five9’s strategy to meet the growing demand for AI in the contact center. “They took an early leadership position with market-ready AI solutions and, with GenAI Studio, they provide easy-to-use tools that leverage their formidable array of resources to build, train and test highly personalized virtual assistants,” he said.

Images: Five9