AI That Works Alongside the People Who Run CX: Why We’re Acquiring Level AI

Every contact center has people whose work customers never see. A coaching lead trying to build a development plan for an agent from a handful of reviewed calls. A QA analyst deciding which interactions to sample. A product manager waiting on a report about why customers keep contacting the company about the same thing. 

Most of the attention on AI in customer experience has gone to the front line: automating conversations and helping agents during them. That work matters, and it’s why we invest in it. But the people running the operation behind those conversations spend much of their time on research, analysis, and planning that is slow, manual and often out of date by the time it’s finished. The insight is in the conversations. Getting it out is the hard part. 

That’s where Level AI comes in. Today, we announced a definitive agreement to acquire Level AI, an AI-native platform for the entire customer journey. Level AI’s AI applications help organizations improve agent performance, automate more customer interactions across voice and digital channels, and turn conversations into insights the whole organization can use. Its applications are in production with enterprise customers today and handle more than one billion customer interactions a year. 

Five9 and Level AI have worked together since 2022, with Level AI’s applications available through the Five9 CX Marketplace and integrated with the Five9 platform. Level AI also adds experienced AI-native builders to our team. 

The point isn’t to replace the people doing this work. It’s to give them time back, so they can spend it on coaching and on the customer interactions that need judgment. That’s what we mean when we say AI and human agents should work as a coordinated system, each making the other better. 

We’ll offer Level AI's applications as standalone solutions for enterprises not yet ready to move their on-premises contact centers to the cloud, and for those already on other cloud platforms, without first buying the Five9 CCaaS platform. They’ll also be part of the AI application layer in the Five9 Genius CX Platform. Customers choose how they adopt AI, and we’ll share more about how and when our products come together as integration planning progresses. 

The back office of CX has waited a long time for AI built for its work. That’s the opportunity we’re excited about, and it’s another step toward Smarter CX with every interaction. 

Availability 

The transaction is expected to close in 2026, subject to the satisfaction of certain closing conditions. Until then, Five9 and Level AI continue to operate as separate companies, and it is business as usual for Five9 customers. What you have from Five9 today keeps delivering value and stays supported. 

Forward-Looking Statements  

This blog contains statements that are “forward-looking statements” within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. Five9 has identified some of these forward-looking statements with words like “believe,” “may,” “could,” “would,” “will,” “might,” “should,” “expect,” “intend,” “plan,” “target,” “anticipate” and “continue,” the negative of these words, other terms of similar meaning or the use of future dates. Forward-looking statements in this blog include, but are not limited to, statements regarding Five9’s ability to consummate the acquisition of Level AI (the “Transaction”).   

Risks that may cause these forward-looking statements to be inaccurate include, among others: (i) Five9’s ability to close the Transaction, the expected time of closing or the expected benefits therefrom; (ii) uncertainties as to the effects of disruption from the acquisition of Level AI making it more difficult to maintain relationships with employees, licensees, customers, suppliers, other business partners or governmental entities; (iii) other business effects, including the effects of industry, economic or political conditions outside of Five9’s or Level AI’s control; (iv) transaction costs; (v) actual or contingent liabilities; (vi) uncertainties as to whether anticipated synergies or tax benefits will be realized; (vii) uncertainties as to whether Level AI’s business will be successfully integrated with Five9’s business; and (viii) the other risks detailed from time to time under the caption “Risk Factors” and elsewhere in Five9’s filings with the Securities and Exchange Commission, including, but not limited to, Five9’s most recent Annual Report on Form 10-K and Quarterly Reports on Form 10-Q.   Such forward-looking statements speak only as of the date hereof and readers should not unduly rely on such statements. Five9 undertakes no obligation to update the information contained herein, including in any forward-looking statements.