CTO and Head of AI at Five9. Formerly VP/CTO Collaboration at Cisco. SIP lead author, VoIP industry pioneer - ICE, STUN, TURN, SIMPLE. Believer in cloud.
New Jersey
Joined May 2009
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AI Agents are only as good as their context - their skills - and the new frontier is how to create great skills. The answer as always - train them with data. What data do you need to train them? Humantic data. What is that exactly? five9.com/blog/missing-data-…
I’m incredibly proud of the team, the technology and product we’ve just launched. Five9 voice AI Agents is my most recent “baby” and I believe one of the most important launches we’ve ever done at Five9. five9.com/news/news-releases…
Anyone else finding themselves spending unreasonable amounts of time fighting with the annotation pen in @Zoom - accidentally clicking it or needing to move it out of the way?
The top things @Five9 customers are asking us on RFPs that apply to any B2B SaaS business - video of my talk at #SaaStr now online: youtu.be/Ge3mKJaqqvo?si=MMlB…
Here at @Five9 we serve some of the largest enterprises, and their asks have evolved over the years. Many of them apply to any B2B SaaS vendor. Here the top 9 ones to pay attention to: forbes.com/councils/forbeste…
When people think about the application of GenAI to the contact center, they only consider chatbots. But - those bring hallucination risks, holding back deployments. Here are four safe and valuable use cases for GenAI in the Contact center: five9.com/blog/four-safe-app… #CX #CCaaS
Stage selfie from #SaaStr where I gave one of the first talks on the top ten things enterprises are asking from b2b SaaS vendors!
If we're being honest with ourselves, the CCaaS industry has not lived up to CX expectations . GenAI could be the "third times the charm" to fix it. In my conversation with @MaribelLopez I explain why: podcasts.apple.com/us/podcas… #CX #AI #Five9 #CXNation
Jonathan Rosenberg retweeted
Attending @SaaStrAnnual 2024? Join our CTO and Head of AI, @jdrosen2 to explore the shifting landscape of enterprise customer expectations and discuss how to address these evolving needs.
📅 Add it to your calendar: spr.ly/6019mmCFL
#SaaS #CX #AI @SaaStr
Blink and you might have missed it amongst the @Five9 news today - but we're now a $1B annual run rate business.
Jonathan Rosenberg retweeted
Five9 is excited to announce our agreement to acquire @Acqueon, a significant step in extending our AI-powered CX platform and market reach.
Learn more: spr.ly/6012YmJkm
#CX #AI #Five9AI #CustomerJourney #CustomerExperience
Super excited to finally see AI Knowledge get launched. The team building this is amazing and has delivered some ground breaking tech in record time. #AI #RAG
🚀 Exciting news! We just unveiled the Five9 Genius AI Suite, including a game-changing approach to transform CX.
Ready to elevate your CX? Discover more about the power of Five9 Genius AI.
spr.ly/6014YmBak
#AI #CX #GenAI #Five9AI
The gap between the CX customers deserve, and the one they often get, remains large. GenAI finally gives us the tools to close that gap - but we'll still need humans. I discuss this and more in my discussion with @zkerravala in @thecubetv - siliconangle.com/2024/08/02/… #CX #AI
Our runaway success story for genAI in the contact center? It's not chatbots. I spill the beans in this quick video from @cxtodaynews : youtu.be/FAPxYDR77sg?si=gDl1…
Kudos to @NinjaTheory for #Senua #HellBlade2 which is nothing short of a masterpiece in video games. Scratch that - a masterpiece in interactive entertainment. Brilliant, must play.
Jonathan Rosenberg retweeted
Amazing that a chip bricked in 46-yr-old Voyager I, preventing it from sending data, and NASA figured out how to split up and reallocate its functions to other hardware, sending code 15 billion miles away (45 hours round trip!)--and Voyager's back online. blogs.nasa.gov/voyager/2024/…
Jonathan Rosenberg retweeted
Come work with me! I'm building a brand new team in DC and it will be a lot of fun.
The Knight-Georgetown Institute is hiring!
Come join us as we build this brand new center focused on connecting independent research with technology policy and design.
We have two roles open: Associate Director kgi.georgetown.edu/work-with… and Policy Analyst kgi.georgetown.edu/work-with…
I'm immensely proud of my team for delivering this powerful piece of technology in record breaking time. This tool is our first step in the reimagining of contact center technology in the era of generative AI, and its a big step at that.
Introducing GenAI Studio, our industry-first solution that enables companies to take general purpose, off-the-self #GenAI models and customize them for the contact center – in just a few clicks. Learn more: spr.ly/6015ZBSy7. #ProductNews #IndustryNews #CX #AI #PressRelease
Prior AI was about using data to train, and in #GenAI is about using data to prompt. In the generative era, contextual data is the new gold. Here I discuss the idea of a Maslow's hierarchy for contextual data: five9.com/blog/contextual-da…