After the legacy redesign, Five9 leadership decided to fully pivot to focus on cutting-edge GenAI technology. In order to utilize prompts in different products throughout Five9's ecosystem, a product agnostic prompt service was needed.
GenAI solutions take a fraction of the setup effort that our legacy solution did, but with the release of ChatGPT, five9 needed to differentiate itself from competitors and offer unique value.
GenAI solutions take a fraction of the setup effort that our legacy solution did, but with the release of ChatGPT, five9 needed to differentiate itself from competitors and offer unique value.
As The UX Designer for AI products, I had the responsibility to:
1. Usher new users through crafting their first prompts.
2. Enable power users to harness all that LLMs have to offer.
3. Delight Users with seamless integration between GenAI and their Five9 data.
2. Enable power users to harness all that LLMs have to offer.
3. Delight Users with seamless integration between GenAI and their Five9 data.
Actions:
Simplified the prompt creation process by removing setup barriers, allowing users to easily test prompts with their own data without needing to utilize advanced test settings.
Made built-in system prompts visible, giving users clear examples to help them understand prompt structures and improve their own prompts.
Designed the backend to be model-agnostic, enabling compatibility with any LLM to power Five9's contact center solution.
Prioritized user value by developing strategic, long-term design plans for feature releases, ensuring continuous improvement and relevance to our AI suite.
Results:
1. GenAI Studio won UCToday's most innovative product award.
2. Received overwhelmingly positive customer feedback during beta trials.
3. Customers pushed past the boundaries of our initial use case of interaction summarization. Users began building prompts to generatate guidance content, write after-call emails, and many other previously time-consuming tasks.
4. Enabled customization for specific business use cases, increasing enrollment.
2. Received overwhelmingly positive customer feedback during beta trials.
3. Customers pushed past the boundaries of our initial use case of interaction summarization. Users began building prompts to generatate guidance content, write after-call emails, and many other previously time-consuming tasks.
4. Enabled customization for specific business use cases, increasing enrollment.
Demo video was made in collaboration with the marketing team.
