TECHNOLOGY | GENERATIVE AI

Jonathan Rosenberg CTO and Head of AI , Five9 Generative AI in action Five9 , the world ’ s largest cloud contact centre solutions provider , is among those to have already invested relentlessly in its AI products , several of which are already using generative AI . Among them is Agent Assist 2.0 with Agent Summary , which uses the same technology behind ChatGPT to summarise customer call transcripts in seconds .

“ The result is a win-win for everyone ,” says Jonathan Rosenberg , CTO and Head of AI at Five9 . “ Consumers can get their issues resolved faster , and agents can handle more calls in a day , helping the company save money .

“ Generative AI is going to allow us to democratise our AI applications for customer service , bringing them to many more customers . With it , we can reduce if not completely eliminate the complex process of building and training bespoke AI models .” As organisations encompassing all industries look to harness the power of

AI , consultancies like Kin + Carta have used acquisitions to accelerate their own strategy . The digital transformation specialist purchased its first data science business , Cascade Data Labs , in 2020 , before acquiring responsible AI data platform Octain last year .

This , as a result , is helping Kin + Carta to identify where the technology can add value to clients ’ operations .

“ The most significant benefit that any AI technology brings to the table is that it gives humans more time to do the necessary , valuable work that only a human can do ,” explains Kelly Manthey , Global CEO of Kin + Carta .

“ Generative AI , in particular , is phenomenal at interpreting large data sets ; with relatively simple prompts , you can generate incredibly in-depth insights in a matter of seconds . This makes entire enterprises more intelligent , driving efficiencies to allow employees to use their creativity and drive more topline revenue .”

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