Five9 and ServiceNow Expand Partnership with New AI Solution

Five9 and ServiceNow have announced an expanded partnership to introduce a new AI-powered solution aimed at enhancing customer and employee support operations.

The collaboration integrates ServiceNow’s Customer Service Management (CSM) with the Five9 Intelligent CX Platform, combining their strengths to help organizations streamline service operations, reduce costs, and improve both agent efficiency and customer satisfaction.

Callan Schebella, executive vice president, product management, Five9, said, “This next phase of our partnership transforms the approach to customer experience management, alleviating a lot of the frustrations that come with using multiple systems to address customer needs.

We’ve taken a big step forward to empower customers with our joint AI capabilities and improved interface functionality, easing the day-to-day challenges of customer-facing service.”

The solution’s core features include real-time transcription, which uses ServiceNow’s AI to create summaries and resolution notes, enabling agents to focus more fully on customer conversations.

This feature also provides managers with data insights into service patterns, potentially improving training and processes.

Unified routing capabilities direct cases from ServiceNow and Five9 channels to the appropriate agents, helping optimize staffing and lower operational overhead.

Additionally, a unified agent workspace integrates Five9’s call controls within ServiceNow’s platform, providing agents with a consolidated view of customer interactions to handle complex inquiries more efficiently.

John Ball, senior vice president, Customer and Industry Workflows at ServiceNow, said, “Our expanded partnership with Five9 takes this even further, combining the best of both platforms to streamline and unify contact centre operations with a turnkey solution that’s fast to deploy and delivers fast ROI.”

Author: Hannah Swankie

Reviewed by: Jo Robinson