The following is excerpted from the question-and-answer section of the transcript.
(Questions from industry analysts are provided in full, but answers are omitted - download the transcript to see the full question-and-answer session)
Question: Matthew Alan Stotler - William Blair & Company L.L.C., Research Division - Analyst
: All right. I appreciate that over, and thank you very much. I think we'll start by spending a little bit of time on AI, just because it's obviously topic
du jour and a great interest in the contact center space. Maybe we'll start with structurally, when you look at the type of interactions that are
happening in the contact center today, what portion of those do you think ultimately become automated over time?
Question: Matthew Alan Stotler - William Blair & Company L.L.C., Research Division - Analyst
: Right. And there's a lot of questions about what happens for contact center providers like Five9. Let's say, if you do automate more interactions,
there's a need for, let's say, fewer live agents or at least less live agent capacity, right? That's one of the questions out there.
So first, I'd love to get your view on I think there's 15 million, 16 million agents in the market today, how does that trend over time? And then how
do you monetize AI? And what does that mean if more of that gets automated for Five9 over time?
Question: Matthew Alan Stotler - William Blair & Company L.L.C., Research Division - Analyst
: What do you think the impact of generative AI is specifically and in particular, when you look at chatbots and the chatbot market.
Question: Matthew Alan Stotler - William Blair & Company L.L.C., Research Division - Analyst
: Right. And when you mentioned data at some point, obviously, the foundation of AI is as long as good as the underlying data, right? And where
Five9 sits as kind of a hub for interaction in a given business, it seems to be a very advantageous position for that. So what is the data strategy for
Five9...
Question: Matthew Alan Stotler - William Blair & Company L.L.C., Research Division - Analyst
: Right. And from a pricing perspective, right, obviously, you talked about charging 2x for a virtual agent IVA versus a live agency, very consumable
for customers you need to understand as more value -- theoretically more value, more transactions are handled by technology versus live people,
how do you see the pricing model for contact center, in general, shifting over time, right? Transaction-based, usage-based, what does that mean
for the TAM?
Question: Matthew Alan Stotler - William Blair & Company L.L.C., Research Division - Analyst
: All right. I think we're about time. So we'll leave it there. Plenty more discuss. We have a breakout right after this in Jenny B, 1 floor up. So please
come by for additional questions. Thank you for joining. Thank you for being here.
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