AI & Automation

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Want to Increase Agent Productivity? Start with Automated Call Summarization

Is after-call work (ACW) a significant source of hidden friction in your contact center?

You’ve seen it before: in order to collect valuable call insights and log accurate data, agents are often forced to create artificial pauses, take breaks between calls, skip summaries altogether, or put customers on hold. This leads to interrupted conversations and frustrated customers.

Kenzie Fitzpatrick Content Strategist

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The Benefits of Generative AI: Using Automated Call Transcription for Better Customer Service

Generative AI has found its place in many parts of contact centers, helping to provide better customer service in many workflows across countless industries. Using it to automate call transcriptions and improve the accuracy and usefulness of transcriptions, is a welcome evolution for many customer experience (CX) leaders.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

A woman with long brown hair sits at a desk, holding a pen and looking thoughtfully at her notes.

AI in CX: What’s Working, What’s Not, and What Comes Next

The best contact centers have always changed to meet the expectations of their customers, and that’s especially true as AI in CX continues to reshape how those expectations are formed. The full impact of ChatGPT’s launch in November 2022 has been difficult to quantify. The pace of artificial intelligence innovation makes it impossible to plan. What’s new today can feel obsolete tomorrow. It’s equally hard to plan when consumer behavior is caught up in the AI frenzy.

Jon Anderson Senior Director, Marketing

Jon Anderson has worked in contact center marketing for 25 years for several manufacturers – most are still in business. He began in marketing communications and worked his way into technical marketing. He’s also worked from home for 15 of those years and for Five9 since 2018.

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Five9 Unveils Unified Workspace Availability ahead of ServiceNow Knowledge 2026

Five9 Fusion for ServiceNow creates a Unified Workspace for agents to manage all interactions in one screen, boosting productivity and customer experiences.

Julian Tiongson Manager, Product Marketing

Julian Tiongson specializes in product marketing with emphasis on product messaging, positioning, and go-to market initiatives. He is a well-rounded marketer starting his early career from wide range of social media marketing, email marketing, content marketing, and has since transitioned into product marketing in the later stages. This has brought a unique position to his product marketing style with deeper understanding of the full customer life cycle.

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Five9 Recognized in G2 Spring 2026 Reports for Powering the Front Line

What does “good” actually look like in a modern contact center?
Not in theory — but in the day-to-day reality of agents handling real conversations.

That’s why G2, the largest software marketplace, and its quarterly Grid® Reports matter.

Kenzie Fitzpatrick Content Strategist

Woman wearing headphones focused on her computer in a busy office setting.

The Ultimate Contact Center Agent Productivity Checklist: Are You on Track?

For CX leaders, ensuring agent productivity is paramount to a successful contact center. But "productivity" in and of itself doesn't mean much without key agent productivity metrics that ensure agents are efficient, effective, and, most importantly, provide stellar customer experiences.

Kenzie Fitzpatrick Content Strategist

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How to Optimize AI for Accuracy and Efficiency

AI is everywhere in the contact center right now. But in my conversations with customers, one question keeps coming up: what happens after you go live?

Sarika Prasad Director, Product Marketing

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4 Ways to Improve Customer Service with AI Virtual Agents

AI & Automation

If you've been wondering how to automate your customer support efforts with AI virtual agents, you're not alone. Made possible by the power of generative AI, these more advanced agents have the potential to revolutionize customer service automation — as long as they're deployed in the right manner for the right purpose.

Read on for the perfect starting points to implement AI today and build for what's next.

Janna Pugh SEO Specialist

Janna Pugh is the SEO Specialist for Five9.

A man with glasses and a headset smiles while working at a computer, a woman sits nearby.

How Can AI Improve Contact Center Productivity?

“Let me just check that for you.” It’s the most common sentence in the contact center and a polite way of saying the answer exists somewhere, just not where it’s needed.