Five9 has launched a new generation of Voice AI Agents to help organisations automate complex customer interactions and improve self-service experiences.
Five9, a cloud-based customer experience platform provider, has launched a new generation of Voice AI Agents designed to help organisations automate complex customer interactions and deliver more intelligent self-service experiences.
Built on a purpose-designed architecture for agentic AI, the new Voice AI Agents move beyond traditional chatbots and legacy IVR systems by reasoning, taking action, and resolving customer requests while enabling seamless collaboration between AI and human agents.
“Five9’s new Voice AI Agents represent a breakthrough in AI, delivering natural, human-like interactions with exceptional responsiveness, accuracy, and scale, seamlessly orchestrated with human agents on the Five9 Intelligent CX Platform,” said Ajay Awatramani, Chief Product Officer, Five9.
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Enhancing AI-Powered Self-Service
Five9 Voice AI Agents are designed to deliver human-like conversations with multilingual support, low-latency responses, interruption detection, and background noise management. The platform also enables AI agents to securely connect to enterprise systems to authenticate customers, update records, process transactions, and complete service requests.
The solution supports smooth transitions between AI and live agents while providing enterprise-grade governance through built-in guardrails, workflow verification, automated post-call evaluations, and protections for sensitive data.
“Many companies are still talking about the promise of agentic AI, but Five9 Voice AI Agents are already delivering results. In our early rollout, we exceeded our containment rate targets, reduced handle times, and delivered more consistent, human-like customer interactions,” said Ruthu Raj, Vice President of Architecture, IT Infrastructure and Operations, PODS.
Supporting Enterprise AI Deployment
At the centre of the new release is AI Agent Studio, a unified environment for building, testing, deploying, monitoring, and improving Voice AI Agents. The platform includes integrated testing, version control, deployment management, rollbacks, and post-call evaluation capabilities to help organisations deploy AI at scale with greater governance and control.
“The market is now shifting from AI systems that simply respond to customer requests to AI agents that can help complete tasks and drive resolutions. As organisations move beyond experimentation, success will depend not only on AI capabilities, but also on the governance, security, and operational controls required to deploy these systems at scale,” said Maribel Lopez, Principal Analyst and Founder, Lopez Research.
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