Five9 Launches Agentic CX with AI Agents That Can Can Reason, Decide, and Take Action

Published: 2025-06-10 11:37:34 ET FIVN

Published on 06/10/2025 at 11:37

Five9 announced the availability of AI Agents and AI Trust & Governance to usher in a new era of Agentic CX. Powered 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. Key features of AI Agents and AI Trust& Governance include: AI Agents: Flexible, advanced self-service that adapts to any stage of AI maturity and seamlessly hands off to a human agent if needed; AI Summary Node: Auto-summarizes 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 conversations, 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; AI Trust & Governance: Stronger guardrails and better observability for enterprise-ready AI; Enhanced Decision-Making: Provide granular guardrails to tailor AI behavior 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 its behavior for consistent, reliable experiences. AI Agents and the Trust & Governance toolkit draw on the Five9 Agentic Experience engine, which provides the foundation and vision for portfolio of agentic CX capabilities. This powerful engine orchestrates the reason, decisions, and actions of Five9 Genius AI applications.