Five9 Unveils Agentic CX with Advanced AI Agents Capable of Reasoning, Decision-Making, and Action

Five9, a leading provider of the Intelligent CX Platform, announced the launch of AI Agents and AI Trust & Governance, setting a new standard for customer experience with the introduction of Agentic CX. Powered by the Five9 Agentic Experience Engine, a core component of its Genius AI Architecture, these innovations are designed to enable intelligent, scalable, and secure AI-driven interactions that think, adapt, and act in real time.

This launch marks a significant evolution in contact center automation—from rule-based bots to autonomous AI Agents that enhance both self-service and live-agent collaboration, improving responsiveness and personalization across customer journeys.

“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.”

With the introduction of AI Trust & Governance, Five9 empowers enterprises with the control and transparency required to deploy AI responsibly. These capabilities help organizations manage risk, track performance, and fine-tune AI behavior across digital and voice channels.

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“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“It’s exciting to be at the forefront of a significant shift in the CX industry, from outdated automation to AI Agents that can think, decide, and act independently to elevate the quality of every interaction,” said Jonathan Rosenberg, chief technology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 Five9 AI Agents and AI Trust & Governance:

• AI Agents: Advanced, adaptable virtual agents capable of handling complex tasks and offering seamless transitions to human agents when required.
• AI Summary Node: Automatically generates voice and digital conversation summaries in multiple languages, helping live agents access context quickly.
• Intent Detection & Entity Extraction: Enhanced with large language models (LLMs) for more natural, intuitive conversations and faster resolution paths.
• Knowledge Node: Leverages Retrieval Augmented Generation (RAG) to deliver accurate, contextual responses using enterprise-specific knowledge.
• Pre-Built Templates: Industry-specific starter kits enable rapid deployment and customization of AI Agents, significantly accelerating time to value.
• Code Crafter: Automates JavaScript function creation using LLMs, reducing manual development work and speeding up configuration.

AI Trust & Governance Capabilities:

• Enhanced Decision-Making: Customizable controls ensure AI behavior is aligned with business rules across diverse use cases and channels.
• Threat Identification: Proactively detects risks like prompt injection, reinforcing platform security.
• Prompt Monitoring: Dashboards provide visibility into usage metrics, prompt completeness, and overall AI performance.
• Hallucination Detection: Identifies and corrects inaccuracies in AI-generated responses to maintain consistent, trustworthy outputs.

With Agentic CX, Five9 is redefining what’s possible in customer engagement—bridging the gap between automation and human-like intelligence, all while maintaining the security and governance today’s enterprises demand.