Five9 Launches AI Agents for Personalised Service

Five9 has announced its latest product, Five9 AI Agents, as an addition to its Genius AI suite, leveraging generative AI to enhance customer interactions.

Scheduled for global beta release in early 2025, Five9 AI Agents allow businesses to deploy chat and voice bots that deliver more human-like, contextual responses, reducing the need for live agents.

Designed to address common frustrations with traditional chatbots, the new AI Agents blend scripted responses with generative AI, making them adaptable to a variety of customer requests.

Businesses can adjust these AI Agents’ autonomy, from controlled scripted exchanges to more dynamic, AI-driven interactions.

This flexibility is particularly beneficial in regulated industries like healthcare and finance, where precise control over messaging is critical.

Five9 AI Agents integrate seamlessly with the full Five9 Genius AI Suite, enhancing both automated and live-agent interactions.

They also provide agents with detailed interaction summaries, enabling more proactive and personalized customer support.

Jonathan Rosenberg, CTO and Head of AI, Five9, said, “Five9 AI Agents has been in development for a while now, and we are excited to bring this capability to our customers.

We’ve invested significant energy in taking the appeal of Gen AI, such as highly conversational bots, and making them enterprise-grade with controls, data integrations and our dial-of-trust.

By utilizing AI Agents, businesses can easily scale personalized customer interactions, optimize self-service and reduce reliance on human agents.”

Author: Hannah Swankie

Reviewed by: Megan Jones