News
Key Takeaways
- AI Agents Slash Wait Times. Five9’s Agentic CX engine claims to help contact centers resolve routine queries in seconds, boosting CSAT and first‑contact resolution.
- Built‑In AI Trust & Governance. Granular guardrails, hallucination detection and prompt monitoring keep deployments within GDPR, HIPAA and SOC 2 guidelines.
- Rapid Deployment, Faster ROI. Pre‑built industry templates and Code Crafter auto‑generated scripts cut rollout timelines for enterprise CX leaders.
LAS VEGAS — June 10, 2025 — Cloud contact‑center leader Five9 has rolled out AI Agents and an AI Trust & Governance suite, extending its Genius AI Architecture with an “Agentic Experience Engine” built to automate and secure customer experience (CX) workflows at scale.
Unveiled during Customer Contact Week, the new capabilities let contact centers deploy generative AI agents that can reason, adapt and act in real time while staying inside enterprise‑grade security guardrails. Five9 says the launch gives CX leaders a single platform to expand self‑service, cut wait times and protect sensitive data — combining CX automation with robust AI governance from day one.
Who Benefits From Five9’s AI Agents?
“It’s exciting to be at the forefront of a significant shift in the CX industry, from outdated automation to AI Agents that can think, decide and act independently to elevate the quality of every interaction,” said Jonathan Rosenberg, chief technology officer and head of AI at Five9.
This isn’t a future vision, added Rosenberg. It’s happening now. “Customers are using our AI Agents today to speed up implementation and improve customer experience”
Here are the teams that stand to reap the biggest ROI:
- Customer Experience Leaders
- Goal: Scale AI‑driven self‑service without sacrificing satisfaction.
- Why It Matters: Generative AI agents handle routine queries 24/7, cut wait times and surface intent data that fuels continuous journey optimization.
- Enterprise Contact Center Managers
- Goal: Balance automation with human empathy.
- Why It Matters: Dynamic hand‑off workflows keep live agents focused on high‑value conversations while AI Agents resolve repetitive tasks — boosting both first‑contact resolution and agent experience.
- IT & Security Teams
- Goal: Enforce enterprise‑grade governance and minimize risk.
- Why It Matters: Built‑in guardrails — prompt monitoring, hallucination detection and threat identification — let teams deploy large language model (LLM) capabilities while maintaining compliance with GDPR, HIPAA and SOC 2 controls.
How Generative AI Is Redefining CX
"We're at a real turning point in how customer experience is evolving, especially as AI and agentic technologies come together."
- Ian Jacobs
Vice President and Lead Analyst, Opus Research
Balancing AI technology with human elements has become the critical success factor in customer experience as adoption accelerates across industries. Five9 has been tracking this shift — recent research from the company found 81% of businesses have implemented AI in contact centers.
This integration trend extends beyond contact centers. Industry experts note that generative AI has sparked a significant shift in the tech landscape, forcing vendors to rethink strategies and rapidly incorporate AI capabilities. This is particularly evident in enterprise search and information retrieval.
“We’re at a real turning point in how customer experience is evolving, especially as AI and agentic technologies come together,” said Ian Jacobs, vice president and lead analyst for Opus Research.
With customer service approaches facing massive changes, organizations must learn to leverage AI to better understand and serve clients. Yet a significant gap still exists between customer expectations and business priorities in areas like self-service and wait times. For senior executives, the challenge is aligning technology implementation with customer trust. As AI governance becomes increasingly important, businesses must navigate the balance between automation and maintaining the human touch that customers still expect.
"Five9 is addressing a key market demand by giving businesses granular visibility and control to scale agent autonomy based on trust,” noted Oru Mohiuddin, research director at IDC, adding that businesses need AI agents that demonstrate deep understanding, are easily customizable, deliver rapid ROI and can seamlessly hand off to a live agent.
What Five9’s New AI Toolkit Delivers
According to Five9, the new offerings include several key capabilities:
| Capability | Description |
|---|---|
| AI Agents | Flexible self-service that adapts to AI maturity levels with human handoff options. |
| AI Summary Node | Auto-summarizes interactions with language-selectable summaries. |
| Intent Detection | Uses LLMs to enable natural dialogues for faster resolution. |
| Knowledge Node | Generates contextual answers using RAG technology. |
| Pre-Built Templates | Industry-specific starter kits to accelerate deployment. |
| Code Crafter | LLM-generated JavaScript functions to reduce development effort. |
| Enhanced Decision-Making | Granular guardrails to tailor AI behavior across channels. |
| Threat Identification | Monitors for risks like prompt injection attacks. |
| Prompt Monitoring | Dashboard for tracking usage metrics and completeness scores. |
| Hallucination Detection | Tracks and corrects AI hallucinations for consistency. |
Five9 Company Snapshot & Growth Path
Five9, founded in 2001 in California, provides cloud-based contact center solutions primarily for enterprise and mid-market customer service leaders. The company serves more than 3,000 enterprise, mid-market and small business customers across the globe.
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In 2004, the company was named a Leader in the IDC Marketscape and a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS) platforms.
Five 9 is publicly traded on the NASDAQ exchange and has announced several high-profile acquisitions over the years, such as the purchase of Acqueon, Whendu, Inference Solutions and Virtual Observer.
Five9 Product Lineup
The company offers a suite of cloud contact center tools, including voice, chat, email and social media channels. Its platform includes AI-driven automation, workforce optimization and analytics features. According to Five9, its solutions support omnichannel engagement and integrate with major customer relationship management (CRM) platforms.
Where Five9 Competes
Operating in the CCaaS sector, Five9 targets organizations with significant customer service needs, such as those in retail, healthcare and financial services. Its typical customers are enterprise and mid-market firms seeking to modernize customer engagement. The company is positioned as a provider for businesses aiming to migrate from legacy on-premises systems to cloud-based environments.
