Five9 Upgrades Workforce Solutions With Synthesized Human Speech

Digital integrations have completely revolutionized contact center operations, making life easier for customers and agents with the support of artificial intelligence,automation, and self service capabilities. While hardly anyone is complaining about the effectiveness of these modern enhancements, many consumers feel digital integrations lack a certain “human element” normally experienced with real contact center agents.

To make contact center experiences more natural for customers, Five9 recently introduced Virtual Voiceover, a conversational AI integration allowing businesses to incorporate human-like voices into self-service contact center programs. Contact centers utilizing the Five9 (News - Alert) Inference Studio 7 will now be able to incorporate synthetic, customisable voices to make customer conversations with bots more realistic.

“In our experience, the more life-like an IVA can sound, the better the reception it will receive from the customer who is speaking with it,” said Callan Schebella, EVP, Product Management, Five9. “We’re continually looking for the latest and greatest technologies to enhance the Studio platform, and we are excited to partner with WellSaid to bring this new innovation to our customers.”

Five9 developers worked closely with Virtual Voiceover partner WellSaid Labs, a leader in conversational AI and synthetic media located in Seattle, to offer users some of the highest quality voice capabilities currently available.  The new solution comes equipped with 25 unique voice avatars to use, while also allowing Studio 7 users to add voice talent from within the company to create their own avatars. This feature allows companies to create totally unique virtual assistants, instead of relying on robotic voice settings widely used by brands across the globe.

The Five9 Virtual Voiceover will be free to use for Studio 7 customers at the beginning of 2022.

Edited by Luke Bellos