Five9 Introduces AI Agents and Governance for Enhanced Customer Experience

June 11, 2025 — Five9, a leading provider of the Intelligent CX Platform, has announced the launch of AI Agents and AI Trust & Governance, marking its entry into the agentic customer experience (CX) space. These innovations are powered by the Five9 Agentic Experience Engine, a core component of the company's Genius AI Architecture.

AI Agents: Flexible and Advanced Self-Service

AI Agents are designed to adapt to any stage of AI maturity, offering advanced self-service capabilities and seamless handoffs to human agents when necessary. Key features include:

• AI Summary Node: Automatically summarizes voice and digital interactions with language-selectable summaries, providing context for live agents or future reference.
• Intent Detection and Entity Extraction: Enhances intent detection using large language models (LLMs) to enable natural dialogues.
• Knowledge Node: Utilizes Retrieval Augmented Generation (RAG) to generate contextual answers based on enterprise knowledge.
• Pre-built Templates: Tailored for specific industry verticals.
• Code Crafter: Leverages LLMs to generate JavaScript functions.

AI Trust & Governance: Stronger Guardrails for Enterprise AI

AI Trust & Governance provides robust oversight and security for enterprise AI deployments, including:

• Enhanced Decision-Making: Granular guardrails to tailor AI behavior across channels and use cases.
• Threat Identification: Proactively monitors and responds to risks like prompt injection attacks.
• Prompt Monitoring: Offers a comprehensive reporting dashboard for critical usage metrics and prompt completeness scores.
• Hallucination Detection: Tracks closed-domain hallucinations to ensure context adherence and correct AI behavior.

Industry Impact and Executive Insight

Jonathan Rosenberg, Chief Technology Officer and Head of AI at Five9, emphasized the transformative potential of these innovations:

"It's exciting to be at the forefront of a significant shift in the CX industry, from outdated automation to AI Agents that can think, decide, and act independently to elevate the quality of every interaction.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 customer experience."

Five9's latest offerings aim to redefine customer interactions by combining advanced AI capabilities with stringent governance, setting a new standard for the CX industry.