AI Agents and the Trust & Governance toolkit are built on the Five9 Agentic Experience Engine, which supports their range of agentic CX capabilities.
Five9 has announced the availability of AI Agents and AI Trust & Governance to usher in a new era of Agentic CX. 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 CX 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 CXs, 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.”
Oru Mohiuddin, Research Director at IDC, said, “Five9 is addressing a key market demand by giving businesses granular visibility and control to scale agent autonomy based on trust. Businesses don’t just want automation; they need AI Agents that demonstrate deep understanding, are easily customisable, 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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Jonathan Rosenberg, Chief Technology Officer and Head of AI at Five9, said, “It’s exciting to be at the forefront of a significant shift in the CX industry, from outdated automation to AI Agents that can think, decide, and act independently to elevate the quality of every interaction.”
“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 CX.”
Key Features of AI Agents and AI Trust & Governance:
- AI Agents:
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- AI Summary Node: Auto-summarises voice and digital interactions with language-selectable summaries, providing context for live agents or future reference.
- Intent Detection and Entity Extraction: Amplify intent detection with LLMs to enable seamless, natural dialogues, ensuring the quickest path to resolution.
- Knowledge Node: Uses Retrieval Augmented Generation (RAG) to generate contextual answers based on enterprise knowledge.
- Pre-built template: Five9 provides a starter kit with a pre-built template associated with an industry vertical. Customers can copy and modify to quickly build new AI agents for their specific needs, dramatically reducing time to value.
- Code Crafter: Leverage the capabilities of LLMs to generate high-quality JavaScript functions, reducing development effort.
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- AI Trust & Governance
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- Enhanced Decision-Making: Provide granular guardrails to tailor AI behaviour across channels and use cases, balancing control with automation.
- Threat Identification: Proactively monitor and respond quickly to risks such as prompt injection attacks.
- Prompt Monitoring: Gain better AI observability with a comprehensive reporting dashboard on critical usage metrics and prompt completeness scores.
- Hallucination Detection: Track closed-domain hallucinations for context adherence and easily correct their behaviour for consistent, reliable experiences.
AI Agents and the Trust & Governance toolkit are built on the Five9 Agentic Experience Engine, which supports their range of agentic CX capabilities. The engine helps guide the reasoning, decisions, and actions behind Five9’s Genius AI applications.
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