- Five9 (FIVN, Financial) introduces AI Agents with enhanced reasoning, decision-making, and action-taking capabilities.
- The new launch includes AI Trust & Governance features for improved security and scalability.
- The AI Agents aim to revolutionize customer experience by providing intelligent, context-aware interactions.
Five9 (FIVN), a leading provider of the Intelligent CX Platform, has announced the launch of its new AI Agents and AI Trust & Governance at Customer Contact Week in Las Vegas. These innovations are part of Five9's Agentic CX strategy, leveraging the Five9 Agentic Experience Engine to offer advanced self-service solutions that adapt seamlessly to varying AI maturity levels, facilitating automation with a human touch when necessary.
The new AI capabilities include features such as an AI Summary Node to auto-summarize interactions and Intent Detection and Entity Extraction to enhance natural dialogue with customers. The Five9 platform's pre-built templates assist businesses in quickly configuring AI agents to meet industry-specific needs, potentially accelerating the return on investment.
AI Trust & Governance are designed to enhance decision-making and security, featuring proactive threat identification and monitoring of AI prompts for comprehensive oversight. These tools offer businesses the ability to establish granular control over AI behaviors across different channels and use cases, ensuring that automation is both effective and secure.
Five9's Genius AI architecture underpins these advancements, aiming to provide enterprises with scalable and intelligent customer engagement solutions. The introduction of these AI-driven features is intended to transition the CX industry away from traditional automation towards a more dynamic and personalized AI interaction model, promising improved customer experiences and business outcomes.
