Five9 Introduces AI Agents for Smarter Customer Experience
Five9 launches AI Agents and AI Trust & Governance to enhance customer experience with autonomous reasoning and decision-making capabilities.
Five9 (Nasdaq: FIVN), a leading provider of the Intelligent CX Platform, has announced the launch of AI Agents and AI Trust & Governance to revolutionize customer experience (CX). These new capabilities, powered by the Five9 Agentic Experience Engine, aim to deliver intelligent, scalable, and secure CX solutions.
Key Features of Five9's AI Agents
- AI Summary Node: Automatically summarizes voice and digital interactions, providing context for live agents.
- Intent Detection and Entity Extraction: Uses LLMs to enable natural dialogues and faster resolutions.
- Knowledge Node: Leverages Retrieval Augmented Generation (RAG) to generate contextual answers.
- Pre-built Templates: Offers industry-specific templates to speed up deployment.
- Code Crafter: Generates high-quality JavaScript functions to reduce development effort.
AI Trust & Governance
- Enhanced Decision-Making: Provides granular control over AI behavior across channels.
- Threat Identification: Monitors and mitigates risks like prompt injection attacks.
- Prompt Monitoring: Includes a dashboard for tracking usage metrics and prompt completeness.
- Hallucination Detection: Ensures context adherence and reliable AI responses.
Industry Reactions
"We’re at a real turning point in how customer experience is evolving," said Ian Jacobs, VP at Opus Research. "Five9’s focus on Agentic CX will help leaders scale AI-driven self-service with robust reporting."
Oru Mohiuddin, Research Director at IDC, added, "Businesses need AI Agents that demonstrate deep understanding and deliver rapid ROI. Five9’s governance tools support secure and intelligent experiences."
Additional Resources
About Five9
Five9 serves 3,000+ customers and 1,400+ partners globally, offering hyper-personalized AI-driven CX solutions. Learn more at www.five9.com.
Engage with Five9 on @Five9, LinkedIn, Facebook, and Blog.
Source: BusinessWire
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