Today we’ll be doing a demo using Five9 and demonstrating how you can automate your scenarios using something like Microsoft Copilot or any other AI-enabled service. In this case, my co-worker Hunter will be helping me present the demo.
We’ll have a customer call in requesting more information on dosing pumps with Gruntus. For this demo, I’m using Five9 and Salesforce, along with the DaVinci app for Copilot, which drives the AI-enabled services.
DaVinci and Five9 will capture a real-time transcript of both users and send that to Microsoft Copilot. Copilot will then search its knowledge base—in this case, a single article we’ve trained it on—to answer the customer’s question. Based on what Hunter (acting as the customer) asks, Copilot will provide an answer. This avoids the agent having to search through multiple knowledge articles manually.
That’s the context for today’s demo. Let’s jump into it.
First, you can see I have an agent logged into Salesforce. The agent is using the Five9 softphone, and we also have the DaVinci app for Copilot running. The agent is currently in a “not ready” presence status. On the left-hand side, you see the DaVinci app for Copilot. Once the transcript is received from Azure services, our DaVinci app for Copilot intercepts it and sends it to Copilot. The response from Copilot is also displayed in this same interface.
Now I’ll switch the agent to a “ready” presence and have Hunter place a call.
Hunter (customer):
Good morning, how can I help you?
Could I get some information on dosing pumps?
Thank you, Hunter. As you saw, a call came in, I answered it, and we had a screen pop for Mr. Sam Rockwell. Hunter asked a question about dosing pumps. In this case, we’ve trained the Copilot bot on a single article about dosing pumps, and Copilot responded with relevant information.
You can train the Copilot bot on various articles to make the responses even more valuable. This ensures the agent doesn’t have to switch between multiple systems to find the needed information. It appears right on their screen, saving time and helping them respond more efficiently—ultimately improving customer satisfaction.
With that, if you have any questions, we’re happy to take them.
