Strategic Conversation Intelligence for CX Leaders

CX Directors have a demanding role, they’re often accountable for customer satisfaction, loyalty, cost control, and continuous improvement across every interaction. Five9 AI Insights equips you with enterprise-grade conversation intelligence that transforms unstructured customer conversations into clear, actionable insight you can use to drive measurable outcomes.

Powered by generative AI and built natively into the Five9 platform, AI Insights gives you a comprehensive, continuously evolving understanding of why customers contact you, how effectively issues are resolved, and where your organisation needs to act next.

Move beyond traditional CX reporting to true CX intelligence

Most contact centres still rely on surface-level metrics: volumes, handle times, and post-interaction surveys to understand customer experience. These metrics tell you what happened, but rarely why it happened or what to do about it.

AI Insights bridges that gap by analysing conversation transcripts at scale and applying generative AI to extract meaning, intent, sentiment, and outcomes. This enables CX leaders to move from reactive reporting to proactive, insight-driven decision-making, grounded in the voice of the customer.

Understand why customers contact your business at scale

Imagine how it would feel to confidently answer these questions:“What are the biggest preventable contact drivers?” and “Where should we invest to reduce friction?” using real data and insight, not assumptions.

AI Insights automatically categorises customer contacts by reason, theme, and impact, giving you a clear picture of what is driving demand into your contact centre. This enables you to:

Identify the top drivers of customer effort and dissatisfaction
Pinpoint emerging issues before they escalate into volume spikes
Prioritise CX improvements based on frequency, impact, and business risk

Conversation insights that reflect real customer outcomes

AI Insights goes beyond basic interaction analytics by evaluating how interactions actually unfold, not just how long they last. By analysing conversation content, it helps you assess:

Resolution effectiveness and repeat-contact risk
Customer sentiment and emotional trends over time
Alignment between customer intent and agent responses

This level of insight enables CX leaders to connect experience quality directly to operational and commercial outcomes, supporting more informed decisions around staffing, process changes, and agent enablement.

Define CX metrics that align to your business goals

Every business defines customer experience success in different ways, and fixed reporting models rarely reflect what actually matters to the business. AI Insights addresses this by enabling you to create custom, AI-driven metrics that align directly to your strategic objectives, without relying on data scientists or complex configuration work.

With Spotlight for AI Insights, these custom metrics can surface signals such as the likelihood of customer retention or emerging churn risk, the effectiveness of upsell or save offers during live interactions, and adherence to critical experience and compliance standards. The AI can also identify more nuanced behavioural indicators, including customer confusion, rising frustration, or early signs of trust erosion, which are often missed by traditional QA or survey-based approaches.

Some of the organisations Opus work with

Here is a small snippet of our current clients

Use AI insight to reduce cost without compromising CX

By surfacing recurring topics, predictable questions, and low-value interactions, AI Insights helps CX leaders identify where automation and self-service will have the greatest impact.

This ensures automation initiatives are:

Driven by real customer behaviour, not assumptions
Focused on reducing avoidable contacts
Designed to improve both cost efficiency and customer experience

For CX directors under pressure to do more with less, this creates a clear, defensible roadmap for automation investments.

Immediate visibility for executive and operational stakeholders

AI Insights provides pre-built dashboards that surface the CX trends and performance signals that matter most, without setup or custom development.

These dashboards are designed for board-level reporting, operational performance reviews, and cross-functional discussions across CX, digital, product, and marketing teams. By standardising insight across the organisation, decisions are made from a single, consistent view of the customer rather than fragmented or conflicting reports.

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Five9 AI insights is designed for CX leaders, not data scientists

With Five9 AI Insights there is no model training, manual tagging, or or specialist resource required. CX leaders can define new insights using simple prompts, adjust metrics as priorities evolve, and scale analysis across channels and volumes without additional overhead. It also keeps the insight practical, usable, and sustainable as the operation grows.

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Why CX Directors choose Five9 AI Insights

CX Directors use AI Insights to gain strategic understanding rather than raw analytics. The platform aligns directly to experience quality, operational efficiency, and growth objectives, enabling faster, more confident decision-making.

As part of the wider Five9 platform, insight flows directly into action, supporting continuous and scalable CX improvement rather than isolated reporting.

AI Insights gives you the intelligence you need to lead with confidence, clarity, and credibility.

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World class CX Transformation solutions designed to enable your business
deliver the highest level of customer experience

Our CX transformation solutions cover every aspect of CX, some our our solutions are outlined below.

Conversational Analytics

Use natural language processing (NLP) and machine learning to identify key topics, sentiment, trends, and patterns within conversations.

Interaction Analytics

Analyse customer interactions such as phone calls, emails, chats, and social interactions using NLP combined with speech analytics.

Reporting Analytics

Identify and measure key analytics to optimise agent productivity, enhance customer experiences, and drive operational efficiency.

Conversational AI

Understand and respond to customer enquiries using various conversational AI tools such as Intelligent Virtual Agents (IVA) and Agent Assist.

Workforce Optimisation

Enhance the performance, efficiency and effectiveness of contact centre agents. Using integrated processes, tools and data.

Quality Management

Deliver high-quality customer service while adhering to regulatory requirements and industry standards using AI and automation.

Voice of the Customer

Collect extensive data from customer feedback gathered during their interactions to build a complete picture of your customers.

Voice of the Employee

Understand employee perspectives, needs, and concerns. Enhance employee satisfaction and customer experience.

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We work with over 800 clients across the UK. Get in touch and see how Opus can deliver value to your business.

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