Five9 Launches Agentic CX with AI Agents that can Reason, Decide, and Take Action

CUSTOMER CONTACT WEEK — Five9 (Nasdaq: FIVN), provider of the Intelligent CX Platform, today announced the availability of AI Agents and AI Trust & Governance to usher in a new era of Agentic CX. Empowered by the Five9 Agentic Experience Engine, at the core of the Genius AI Architecture, these new capabilities are designed to drive intelligent CX and AI at scale with reasoning, adapting, and action for secure, seamless, and context-aware experiences.

“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. “To deliver the next generation of customer experiences, businesses need solutions that offer smart autonomy, adapt easily, and are powered by trusted AI. Five9’s focus on Agentic CX will help CX leaders scale AI-driven self-service, with stronger guardrails and very robust reporting.”

"Five9 is addressing a key market demand by giving businesses granular visibility and control to scale agent autonomy based on trust," said Oru Mohiuddin, research director at IDC. "Businesses don't just want automation; they need AI Agents that demonstrate deep understanding, are easily customizable, deliver rapid ROI and can seamlessly hand off to a live agent. With the growing adoption of generative AI, Five9 is prudent to offer its customers robust LLM governance and observability that supports secure and intelligent experiences."

“It’s exciting to be at the forefront of a significant shift in the CX industry, from outdated automation to AI Agents that can think, decide, and act independently to elevate the quality of every interaction,” said Jonathan Rosenberg, chief technology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. “What’s even more powerful is that this isn’t just a future vision, it’s happening now. Customers are using our AI Agents today to speed up implementation and improve customer experience”

Key features of AI Agents and AI Trust & Governance include:

• AI Agents: Flexible, advanced self-service that adapts to any stage of AI maturity and seamlessly hands off to a human agent if needed
  • AI Summary Node: Auto-summarizes voice and digital interactions with language-selectable summaries, providing context for live agents or future reference.
  • Intent Detection and Entity Extraction: Amplify intent detection with LLMs to enable seamless, natural dialogues, ensuring the quickest path to resolution.
  • Knowledge Node: Uses Retrieval Augmented Generation (RAG) to generate contextual answers based on enterprise knowledge.
  • Pre-built template: Five9 provides a starter kit with a pre-built template associated with an industry vertical. Customers can copy and modify to quickly build new AI agents for their specific needs, dramatically reducing time to value.
  • Code Crafter: Leverage the capabilities of LLMs to generate high-quality JavaScript functions, reducing development effort.
• AI Trust & Governance: Stronger guardrails and better observability for enterprise-ready AI
  • Enhanced Decision-Making: Provide granular guardrails to tailor AI behavior across channels and use cases, balancing control with automation.
  • Threat Identification: Proactively monitor and respond quickly to risks such as prompt injection attacks.
  • Prompt Monitoring: Gain better AI observability with a comprehensive reporting dashboard on critical usage metrics and prompt completeness scores.
  • Hallucination Detection: Track closed-domain hallucinations for context adherence and easily correct its behavior for consistent, reliable experiences.

AI Agents and the Trust & Governance toolkit draw on the Five9 Agentic Experience Engine, which provides the foundation and vision for our portfolio of agentic CX capabilities. This powerful engine orchestrates the reasoning, decisions, and actions of Five9 Genius AI applications.

Additional Resources

Five9 AI Agents

Five9 AI Trust & Governance

Five9 Genius AI

Visit Five9 at CCW Las Vegas – Pavilion 1

About Five9

Five9 empowers organizations to create hyper-personalized and effortless AI-driven customer experiences that deliver better business outcomes. Powered by Five9 Genius AI and our people, the Five9 Intelligent CX Platform is trusted by 3,000+ customers and 1,400+ partners globally. The New CX starts here, and it's at the heart of every winning experience. For more information, visit www.five9.com

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