Five9, which is known for its CX platform, rolled out new AI Agents and AI Trust & Governance features. These capabilities are part of its Genius AI architecture, and are designed to drive intelligent CX and AI, at scale, allegedly capable of reasoning, adapting and acting for more secure, context-aware experiences.
“It’s exciting to be at the forefront of a significant shift in the CX industry, from outdated automation to AI agents that can think, decide and act independently to elevate the quality of every interaction,” said Jonathan Rosenberg, CTO and head of AI, 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.”
Key features include:
An AI Agents self-service to adapt to various stages of AI maturity, handing off to a human agent if necessary, with:
- AI summary node, which summarizes voice and digital interactions with language-selectable summaries, providing live agents with context.
- Intent detection and entity extraction, with LLMs to support natural dialogue.
- Knowledge node, which uses retrieval augmented generation (RAG) to generate contextual answers based on enterprise knowledge.
- Pre-built template for customers to copy/modify to build custom AI agents.
- Code crafter, which leverages LLMs to generate JavaScript functions.
AI Trust & Governance for promoting observability for enterprise-ready AI, including:
- Granular guardrails to tailor AI behavior across channels and use cases.
- Threat identification that monitors and responds to risk.
- AI observability with a reporting dashboard, focused on critical usage metrics and completeness scores.
- Hallucination detection that track closed-domain hallucinations for context adherence.
The toolkits draw on Five9’s Agentic Experience Engine, which supports agentic CX capabilities. This engine orchestrates reasoning, decisions and actions for Five9 Genius AI applications.
