Five9, Inc. announced GenAI Studio, an industry-first solution that allows organizations to take general purpose, off-the-shelf Generative AI models, such as OpenAI, and customize them for the contact center in just a few clicks. GenAI Studio is a simple-to-use interface that will power all Five9 applications that use Generative AI models, starting with Agent Assist AI Summaries. It will enable customers to create, deploy, and test Generative AI prompts based on business-specific, contextual data.

GenAI Studio also addresses organizational concerns around responsible AI with its ability to control the data that Generative AI can access and share. With a user-friendly, low-code, no-code Generative AI model and prompt management hub, GenAI Studio helps companies deliver: Unparalleled customization that brings more personalized customer and employee experiences by using contextually relevant customer interaction data. Greater control and flexibility by empowering companies to take full control of their GenAI capabilities, ensuring that interactions align closely with organizational goals and values.

Responsible AI by providing precise control and monitoring of GenAI outputs using their own trusted generative AI models. Key capabilities include: Engine-Agnostic Layer: Customers can select from a range of Generative AI models. The power of choice helps future-proof a company?s investment and allows them to utilize the model that aligns best with their unique business needs ?

whether it?s a third party or proprietary Generative AI. Knowledge and Personalization with Customer Data:Five9 allows integration of many forms of contextual data, allowing GenAI Studio to answer questions, summarize calls, or guide agents with information that is unique to their business and personalized to the customer. Testing, Monitoring, and Observability: GenAI Studio provides Quality Management for Generative AI models in the contact center for more controlled outputs.

It allows customers to test their customized Generative AI models using real call transcripts and utterances to measure performance and make improvements. Prompt Library:GenAI Studio will come with a repository of sample prompts to help companies get started. This will help accelerate the prompt development processes, reducing the need for expertise in prompt engineering.

Powering all Five9 GenAI Applications: GenAI Studio will power all AI applications within Five9, starting with Agent Assist AI Summaries. This capability will give customers control over the output of AI Summaries, including the ability to add customer sentiment, condense or add context to the summaries based on audience, and format the summaries by describing what is desired. GenAI Studio will be available in the second half of 2024.