Integrate Five9 VoiceStream with Google Cloud CCAI Agent Assist

Five9 is a cloud contact center provider that offers a VoiceStream subscription which allows their customers to access their domain’s audio stream and call events in real time. In this post, we will show you how to integrate VoiceStream Service with Google CCAI Agents using Five9 gRPC streaming supported solution.

Five9 cloud contact center can be integrated with Agent Assist from Google Cloud using Dialoflow to handle real time customer and/or human agents enquiries.  If you are looking for a natural language understanding platform to power Five9 VoiceStream, this is a great option. This integration will enable you to easily listen to your real time voice conversations and bring real time suggestions powered by AI to your human agents. 

The integration also enables  you to tweak and tune your virtual agents to each individual customer’s experience.  You can drive deep personalization into your conversations in real time and improve customer satisfaction by increasing your human agents' response times, and personalized experiences.

Introducing an open-source solution to integrate Dialogflow with Five9 VoiceStream 

At Google our mission is to build for everyone, everywhere. With this commitment in mind, the following solution is easily accessible and can be used as a foundational building block that integrates audio channels conversation from Five9 with Google Agent Assist and virtual agents. 

How it works

A middleware can be built to process the input from an audio conversation using Dialogflow and make suggestions in real time to a human agent engaged in a conversation with a customer. Two layers of communication will be handled by this solution. The first one with Five9 via a VoiceStream subscription and the second one with Dialogflow. The following diagram describes a high level architecture to be presented.

After going through Five9 self service subscription process the middleware and gRCP Voice Server, as described in the diagram above, can be built, tested and deployed on a fully managed platform such as Cloud Run

Actors and Roles of the solution are as followed:

• Five9 VoiceStream role is a gRPC client created through a Five9 subscription which initiates a connection to the gRPC Voice Server and sends an audio stream from a real time audio conversation.

• gRCP Voice Server role is to receive and process audio streaming in two different channels, one for the customer and one for the human agent, following the specifications on the Five9 voice streaming proto file 

• Middleware's role are: 

1. Managing the Dialogflow conversation lifecycle

2. Processing conversation audio streaming, understanding events from a participant (customer or human agent) and issuing recommendation responses to human agents in real time. 

 You can find an example of the implementation on Github:

• gRCP Server and Middleware example code 

In this blog post we described how to integrate Five9 VoiceStream with Google Agent Assist. Here are some more ideas you can explore:

• Real-Time Call Transcription: Transcribe calls in real time for agents to reference during the call or for analysis after the call.

• Real-Time Sentiment Analysis: Sentiment Score is a feature that analyzes conversations from both a human agent and consumer to determine emotional intent. 

• Agent Assist Summarization: Summarization is an AI-powered Agent Assist feature that automatically summarizes customer conversations. It helps contact center agents write better summaries with less effort, reduces time to review historical conversations for returning customers, and enhances supervisors and analysts' productivity.

• CCAI Insights which provides contact center interaction data to answer business questions or support decisions to drive efficiency