Five9 has announced a major advancement in its AI portfolio with the launch of AI Agents and a robust AI Trust & Governance framework. These innovations mark the debut of what the company calls “Agentic CX,” a new approach to customer experience that blends advanced reasoning, adaptability, and real-time decision-making with enterprise-grade security and oversight.
At the heart of this evolution is the Five9 Agentic Experience Engine, the intelligence hub that fuels the Genius AI Architecture. This engine enables AI-powered customer interactions to be smarter, more contextual, and seamlessly integrated across the customer journey. The latest features are tailored to meet businesses wherever they are in their AI journey, with flexible, modular tools that can scale with organisational needs.
“It’s exciting to be at the forefront of a significant shift in the CX industry, from outdated automation to AI Agents that can think, decide, and act independently to elevate the quality of every interaction,” said Jonathan Rosenberg, chief technology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”
Smarter AI Agents for More Personalised and Effective Interactions
The new AI Agents provide a sophisticated self-service experience that evolves alongside your AI maturity. These digital agents are capable of managing complex interactions and can hand over seamlessly to human agents when necessary. The AI Summary Node feature auto-generates summaries of voice and chat interactions, even allowing for multilingual output, which helps live agents quickly gain context or reference past conversations.
In addition, there is the Knowledge Node, which leverages Retrieval Augmented Generation (RAG) to produce accurate, context-aware answers from existing enterprise knowledge bases. With enhanced intent detection and entity extraction, the AI can understand customer needs and resolve issues through more natural, intuitive conversations.
For organisations looking to accelerate deployment, Five9 also offers a library of pre-built templates tailored to specific industries. These templates act as a launchpad for customisation, dramatically reducing the time and technical effort needed to launch new AI agents. Additionally, the new Code Crafter tool taps into large language model (LLM) capabilities to generate high-quality JavaScript code, further minimising development complexity.
AI Trust & Governance: Built-In Security and Transparency
To complement these intelligent capabilities, Five9 has also introduced a comprehensive AI Trust & Governance suite. This framework provides the control, transparency, and security required for enterprise-wide AI adoption. Features include the ability to fine-tune AI behaviour across different communication channels and use cases, ensuring a responsible balance between automation and human oversight.
Proactive risk management tools are also included, such as threat detection for prompt injection attacks and real-time monitoring of AI interactions. A centralised dashboard gives stakeholders visibility into key metrics, including prompt performance and completeness. Hallucination detection capabilities help ensure that the AI stays within approved knowledge domains and consistently delivers accurate responses.