Five9 has unveiled Agentic CX, an agentic AI platform for contact centers.
The move follows the vendor's announcement of AI agents in November 2024.
These are now live as part of the Agentic CX offering, with agents able to reason, adapt, and act to, at first, handle reactive customer service.
Yet, the vendor seems set to build out its Agentic Experience Engine, powering AI agent use cases that stretch across the contact center, automating tasks.
The AI agents will fit into Five9's Genius AI architecture, which offers a practical framework for contact centers to extend their AI strategies.
"We’re at a real turning point in how customer experience is evolving, especially as AI and agentic technologies come together," said Ian Jacobs, Vice President and Lead Analyst for Opus Research.
"To deliver the next generation of customer experiences, businesses need solutions that offer smart autonomy, adapt easily, and are powered by trusted AI.
Five9’s focus on Agentic CX will help CX leaders scale AI-driven self-service, with stronger guardrails and very robust reporting.
Five9 has also committed to enabling modularity so AI agents only respond to enabled queries, which the contact center has thoroughly tested. That will allow companies to control and scale agent autonomy based on trust.
What’s Included in the New Release?
As suggested, agents can flex to a contact center's stage of AI maturity, escalating to live agents when either not trained or unconfident in their responses.
However, there are several other notable features available within the Agentic CX offering. These include:
- An AI Summary Node: Auto-summarizes voice and digital interactions with language-selectable summaries, providing context for live agents or future reference.
- Intent Detection and Entity Extraction: Amplify intent detection with LLMs to enable seamless, natural dialogues, ensuring the quickest path to resolution.
- Knowledge Node: Uses Retrieval Augmented Generation (RAG) to generate contextual answers based on enterprise knowledge.
- Pre-Built Template: Five9 provides a starter kit with a pre-built template associated with an industry vertical. Customers can copy and modify to quickly build new AI agents for their specific needs, dramatically reducing time to value.
- Code Crafter: Leverage the capabilities of LLMs to generate high-quality JavaScript functions, reducing development effort.
On the AI trust and governance front - the biggest pain point for the sector - Five9 is identifying risks by proactively monitoring AI agent experiences and installing safeguards to protect against threats like prompt injection attacks.