November 21, 2025
Five9 Launches New Genius AI Innovations at its CX Summit to Accelerate Agentic CX
While the UK arm of Five9 was busy chatting to CXM at Contact Centre Expo. The US wing was running its live event at Gaylord Opryland in Nashville, Tennessee, and a virtual Five9 CX Summit for those at distance.
Alongside a focus on business changes making intentional innovation and other key topics, it unveiled a suite of AI-powered innovations for the Five9 Genius AI suite.
The updates introduce AI across routing, quality management, and analytics, bundling those capabilities within a unified ecosystem. Early results highlighted at the event included a 19% to 4% drop in abandon rates for Pilot Flying J, a US travel centre.
The company notes, “As AI adoption becomes an increasing priority for CX leaders, many organizations are accelerating efforts to move beyond pilot programs toward enterprise-scale AI utilization. However, progress is often limited by fragmented systems, siloed data, and uncertainty around achieving measurable value on AI investment.”
Five9’s latest innovations help address these challenges by positioning AI as a connective layer across the CX environment.
“Our Agentic CX vision is about creating systems that don’t just respond but also help teams better understand and anticipate customer needs,” said Ajay Awatramani, Chief Product Officer, Five9. “With these innovations, AI moves from the periphery to the core of the contact center – linking data, people, and processes into a system more closely embedded with contact center operations in ways intended to support continuous learning, adaptation, and more efficient and meaningful customer experiences.”
New AI-Powers From Five9 at the Core
The list is extensive and powerful adding a range of features for customer engagement and interaction. They include:
Agentic Quality Management (AQM): A next-generation, agentic quality management solution that can be configured to evaluate up to 100% of customer interactions designed to provide insights organizations can use to support agent performance and customer satisfaction. AQM provides performance data that organizations can use to support routing decisions, coaching, and continuous improvement initiatives.
Genius Routing: A dynamic matching engine that assists with connecting customers with agents based on defined attributes, agent characteristics, and proficiency levels. The API-driven design allows for acceptance of real-time inputs from AI performance management and self-service applications. These help with faster resolutions and more personalized customer experiences.
OneVUE: A unified reporting and analytics application offering self-service and customizable dashboards to customers of varying sizes. Building on the powerful and advanced data aggregation capabilities previously offered with Aceyus VUE. OneVUE provides flexible metrics and visualization options designed for modern, AI-enhanced contact centers. They providing organizations with options to define and adjust KPIs for visibility across both traditional operations and multi-vendor environments.
Adaptive Digital Engagement: A modernized digital engagement solution that evolves as AI capabilities expand. With the new Dynamic Web Messenger Configurator, businesses can create and deploy webchat experiences in real time without coding. Five9 also announced a new partnership with Meta, bringing a native WhatsApp integration, offering embedded templates, broadcasts, and AI Agents. The goal is to provide businesses with modular digital channels that align and work with the Five9 AI ecosystem.
Recapping the summit, CRO Matt Tuckness noted, “This year, we set out with a clear promise: to inspire, empower, and connect the people who are shaping the future of customer experience. And the energy in the room told me we delivered on that commitment.”
