Five9 introduces its Agentic CX AI platform
Five9 today introduced its Agentic CX AI platform, advancing its ambition to lead the transformation of customer experience with trusted AI.
Building on the initial launch of its AI Agents last November, this rapid progression underscores the accelerating pace of AI innovation reshaping the CX landscape.
Five9 AI builds on a comprehensive data foundation that extends beyond conversation data. Through its acquisitions of Aceyus and Acqueon, it has access to journey and customer data across third-party systems, giving the company a distinct edge in delivering richer, context-driven AI.
The Trust & Governance layer gains three key enhancements: performance monitoring, hallucination detection, and threat detection.
Five9 has maintained a unified studio experience across its AI capabilities. This is commendable in a market where intense pressure to innovate often leads to bolt-on features and fragmented UIs.
Five9 was one of the first CCaaS providers to build its own, best-of-breed virtual agent solutions through its acquisition of Inference. Inference's model-agnostic architecture provided the company with critical flexibility, enabling rapid integration of new AI models. The subsequent addition of GenAI-driven knowledge and retrieval capabilities expanded Five9's coverage from transactional to informational inquiries, creating comprehensive self-service depth. This positions Five9 strongly to capitalize on the accelerating self-service modernization.
Five9’s AI offering extends beyond products and features. It is anchored by Genius AI’s four-step adoption process and supported by Five9 Technical Account Management. This matters now more than ever, as businesses still grapple with moving AI from proof of concept to production, scaling effectively, and demonstrating tangible results.
Five9’s Agentic CX AI platform marks an important milestone for positioning the company to help enterprises navigate the complex journey from AI POCs to impactful AI-driven outcomes.