UCaaS + CCaaS MetriRank 2026
September 30, 2026
MetriNote – Five9 Unveils AI Agents, Trust and Governance Capabilities
Artificial Intelligence
Customer Experience
MetriNote
Complimentary Content
Research Advisory Service (RAS)
AI Agent Assist / Copilots
Assurance, Governance, Security, and Compliance
Summary
Author: Robin Gareiss, CEO and Principal Analyst
What's the news?
June 10, 2025 – Five9 has announced two products powered by its Agentic Experience Engine: AI agents with the ability to reason, adapt, and take action with minimal human involvement; and AI Trust & Governance that provides stronger guardrails, threat and hallucination detection, and prompt monitoring. AI agents enable customer self-service and can decide to transfer to human agents when warranted. They analyze intent, conduct natural dialogues, and decide on the quickest path to resolution. Five9 also provides pre-built templates for industry verticals, along with a code crafter to reduce the development effort in building new AI agents.
Author(s)
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