Five9 Launches Breakthrough New Release of Voice AI Agents to Power the Next Generation of Agentic Self Service

Key Terms

interactive voice response (ivr) technical

Interactive voice response (IVR) is an automated phone system that guides callers with spoken prompts and keypad or voice responses, like a digital concierge menu that routes requests or delivers recorded information without a human operator. Investors care because IVR systems affect customer experience, operating costs and scalability—changes in call handling can reduce support expenses, influence customer retention, and signal how efficiently a company manages service and compliance risks.

agentic self-service technical

Agentic self-service describes tools or features that let customers take independent control of complex tasks — such as managing accounts, filing claims, making purchases, or configuring services — without help from a company representative. For investors, it signals potential cost savings and faster scaling because companies can serve more users with fewer staff and often improve customer satisfaction and retention; think of it as a self-checkout lane that speeds traffic and cuts labor costs while shaping revenue and margin trends.

llm blinding technical

LLM blinding is the practice of hiding or removing sensitive details from text before sending it to a large language model, so the model cannot see confidential, identifying, or market-moving information. Think of it like redacting names and numbers on a document before sharing it; it helps prevent accidental leaks, avoid biased or unsafe outputs, and meet privacy and regulatory rules. For investors, robust blinding reduces the risk that automated tools will expose insider information or produce unreliable analysis that could influence trading decisions.

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A Rule 10b5-1 trading plan is a pre-arranged schedule that allows company insiders to buy or sell stock at specific times, even if they have inside information. It helps prevent accusations of unfair trading by making these transactions look planned and transparent, rather than sneaky or illegal.

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Five9 Voice AI Agents provide human-like conversations, real-time responsiveness, enterprise-grade governance, and seamless AI + Human collaboration

LAS VEGAS--(BUSINESS WIRE)-- Today at Customer Contact Week (CCW), Five9 (Nasdaq: FIVN), provider of the Intelligent CX Platform, launched a breakthrough new release of Voice AI Agents, the next generation of agentic self-service that runs on a completely new, purpose-built architecture designed from the ground up for the agentic era, helping enterprises move beyond scripted bots and legacy Interactive Voice Response (IVR) systems. Built to reason, take action, and resolve customer requests, Five9 Voice AI Agents bring agentic AI capabilities to customer self-service, helping organizations automate complex interactions while ensuring smooth, friction-free handoffs between AI and live agents.

New Five9 research shows AI has moved from promise to production in CX, with 65% of organizations currently implementing and releasing at least one AI use case, with self-service automation ranking as a top use case at 42%. As organizations look to expand beyond basic automation, Five9 Voice AI Agents enable more adaptive, personalized, and outcome-oriented customer experiences that are low-latency and highly responsive across increasingly complex customer journeys.

“Five9’s new Voice AI Agents represent a breakthrough in AI, delivering natural, human-like interactions with exceptional responsiveness, accuracy, and scale, seamlessly orchestrated with human agents on the Five9 Intelligent CX Platform," said Ajay Awatramani, Chief Product Officer, Five9. “We've always believed AI and human collaboration are key to better CX, and that belief is foundational to how we're building the future of Agentic CX. Humantic data, the annotated record of how skilled humans perform work that teaches AI what good looks like, even across fluid handoffs between AI and human agents, is the concept that underpins our approach. It's a significant and fundamental part of what will transform CX in the agentic era.”

Five9 Voice AI Agents are designed to deliver:

• A purpose-built foundation for agentic self-service: Five9 Voice AI agents are powered by a leading-edge harness that enables autonomous workflows through coordinated multi-agent orchestration, allowing specialized AI agents to work together across complex, multi-step customer experiences.
• Human-like voice self-service: Low-latency streaming, multilingual support, responsive turn-taking, interruption detection, and background noise management help create natural conversations that feel fluid, responsive, and effective.
• AI that can act, not just answer: Secure tool calling enables AI agents to connect with enterprise systems to perform real-time actions, such as authenticating customers, updating records, processing transactions, or completing service tasks.
• Seamless human and AI collaboration: Five9 AI agents and human agents are able to work together on a unified platform, supporting context-rich warm handoffs when human expertise is needed.
• Enterprise-grade trust and governance: Built-in guardrails, automated post-call AI evaluations, LLM blinding to ensure sensitive data is neither seen nor manipulated by the LLM, workflow task verification, help organizations scale AI responsibly while maintaining control.
• Platform Advantage: The Agentic Voice Switch, a proprietary architecture for unifying speech, reasoning, and voice generation, is built natively into Five9's carrier-grade telephony platform, not bolted. Data, knowledge, and orchestration are shared across the entire CX platform, not siloed in a single product.

“Many companies are still talking about the promise of agentic AI, but Five9 Voice AI Agents are already delivering results. In our early rollout, we exceeded our containment rate targets, reduced handle times, and delivered more consistent, human-like customer interactions,” said Ruthu Raj, VP of Architecture, IT Infrastructure and Operations at PODS. “Five9 solved critical challenges around noise handling, turn detection, and hallucination prevention, enabling reliable, context-aware conversations at scale. Just as importantly, they were a true partner in helping us move from concept to production. By year-end, we expect Five9 Voice AI Agents to handle more than 100,000 service calls this year while improving the customer experience.”

“Voice remains the most complex and costly customer service channel, yet it has been one of the slowest areas to realize the benefits of generative and agentic AI,” said Maribel Lopez, Principal Analyst and Founder of Lopez Research. “The market is now shifting from AI systems that simply respond to customer requests to AI agents that can help complete tasks and drive resolutions. As organizations move beyond experimentation, success will depend not only on AI capabilities, but also on the governance, security, and operational controls required to deploy these systems at scale. Five9's recent Voice AI Agents announcement reflects this industry shift, combining voice infrastructure experience with enterprise management controls — the combination organizations will need to move from pilots to production.”

At the core of the new release is AI Agent Studio, a unified environment for building, testing, deploying, monitoring, and continuously improving Five9 Voice AI Agents. With integrated call testing, versioning, environment promotion, rollbacks, and post-call evaluation capabilities, teams can refine performance before changes impact live customers, giving enterprises the control, governance, and human collaboration needed to bring AI into production at scale.

Five9 Voice AI Agents will be showcased at CCW in Las Vegas, demonstrating how organizations can automate complex customer journeys while keeping AI and human agents seamlessly connected. Learn more about Five9 Voice AI Agents here and visit Five9 at Customer Contact Week 2026 in Las Vegas at booth #510.

About Five9

Five9 is the proven, open cloud platform for customer experience. Cloud-native since 2001 and built by voice experts for the agentic era, Five9 powers contact centers for more than 3,500 enterprises across 140+ countries, including leading health systems, financial institutions, and organizations across every major industry. The Five9 platform, powered by Genius AI, serves every channel and workflow, together with the governance, control, and ecosystem flexibility that even the most regulated enterprises demand. Practical AI that learns from every interaction, driving real outcomes for customers and the businesses that serve them. For more information, visit www.five9.com.

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Hannah Blackington
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Press@five9.com

Source: Five9