Five9 held its CX Summit last week in Nashville, introducing three new products. I wasn’t at the event, but was briefed on them.
Five9 Genius Routing - Most contact center routing today relies on rules. Low-code tools have simplified workflow design, letting practitioners visualize decision chains. But as rules compound, complexity can grow rapidly, making changes delicate and risking triggering unintended side effects.
AI routing is not new. It was pioneered by Afiniti and Mattersight, now part of NiCE, harnessing AI to pair interactions with agents based on goals such as maximizing sales or minimizing churn. While effective, practitioners have remained on the fence, concerned about the black-box nature of AI algorithms.
Today, the industry has grown accustomed to and comfortable using AI for optimization, setting the stage for its adoption in routing to take off. Five9 Genius Routing uses multi-criteria optimization with the ability to loosen criteria to ensure service levels are met. Its APIs pull inputs from performance management—agent profiles, proficiency levels—and self-service—intent, urgency, emotion—to make routing decisions in under 200 ms.
Five9 Agentic QM - Five9 stressed that the “A” in its AQM solution stands for Agentic, not Automated. It provides autoscoring with visibility into the “why” via Interaction Viewer. The solution operates in real time, autonomously selecting priority actions and surfacing them to supervisors.
CTO Jonathan Rosenberg emphasized the intelligent scoring baked into the solution, which requires sharp-precise prompting. It took four iterations of its prompting to reach the desired performance, leveraging its “Golden dataset” and capturing best practices.
Five9 OneVUE - a unified repository for CX data across Five9 and other systems. It leverages Aceyus technology, acquired two years ago, to ingest third-party data—Voice of the Customer, CRM, etc.—and combine it with Five9 Data Lake. The solution layers dashboards and analytics on top of this aggregated dataset.
Through product demos, Five9 made innovation the centerpiece of its keynote.