Five9, provider of the Intelligent CX Platform, announced the availability of AI Agents and AI Trust & Governance to usher in a new era of Agentic CX. Empowered by the Five9 Agentic Experience Engine, at the core of the Genius AI Architecture, these new capabilities are designed to drive intelligent CX and AI at scale with reasoning, adapting, and action for secure, seamless, and context-aware experiences.
“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.”
“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.”
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“It’s exciting to be at the forefront of a significant shift in the CX industry, from outdated automation to AI Agents that can think, decide, and act independently to elevate the quality of every interaction,” said Jonathan Rosenberg, chief technology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”
SOURCE: Businesswire