Reimagining Service with AI: See What’s Next from Five9 at ServiceNow Knowledge 2025

At Five9, we believe that delivering world-class customer service starts with intelligent, AI-powered platforms. That’s why we’ve deepened our partnership with ServiceNow, combining the power of Five9’s cloud contact center with ServiceNow Customer Service Management (CSM) to deliver truly AI-powered CX—powered by real-time data, automation, and generative AI. 

A platform built for AI-driven service 

Together, Five9 and ServiceNow are reimagining customer service for the AI era. By combining Five9’s intelligent cloud contact center with ServiceNow Customer Service Management (CSM), we’re helping organizations move beyond traditional service models into agile, AI-native operations. 

Our joint solution empowers agents with real-time insights, unifies channels, and automates repetitive tasks—so businesses can resolve issues proactively, personalize interactions at scale, and drive greater operational efficiency. 

Empowering agents with real-time AI  

We’re excited to preview one of our latest innovations: Five9 TranscriptStream—a real-time streaming API to power Now Assist. This integration enables AI capabilities within ServiceNow, such as real-time call transcriptions, sentiment detection, knowledge article creation, and call summarization. 

Now your agents and supervisors can benefit from AI-powered insights that help drive faster resolutions, reduce effort, and create a better customer and employee experience—all powered by Five9’s industry-leading voice transcription technology. 
 
We’ll also showcase Unified Routing, which dynamically directs interactions to the right resource based on customer sentiment, intent, or complexity—before the conversation even needs escalation. The result? Smarter service, less manual triage, and more time spent on what matters most. 

This is AI-powered CX in action. And we’re just getting started.  

With Five9’s industry-leading voice transcription and ServiceNow’s powerful AI engine, we’re building a future where AI enhances every interaction—intelligently, and in the moment. 

Five9 TranscriptStream powers real-time transcription and Now Assist, helping agents stay focused and resolve issues faster. 

Real innovation, real impact  

When healthcare providers like Exact Sciences and US Radiology Specialists needed to scale smarter, not harder, they turned to the powerful combination of Five9 and ServiceNow. The result? Real-time intelligence, connected systems, and customer experiences that set a new standard in care. 

Exact Sciences transformed its contact center from a rigid, on-premises system into a flexible, cloud-powered engine for growth. By combining Five9 AI Agents, IVR, chat, and email with real-time integrations into ServiceNow, the team empowered 1,000 hybrid agents to deliver faster, more personalized support. The payoff? A 45% containment rate, 60% time savings for patients, and a seamless transition between self-service and live agents that respects both HIPAA privacy and patient needs. 

US Radiology uncovered $4 million in untapped revenue by eliminating call misrouting and unlocking scalable outbound campaigns through intelligent routing and ServiceNow-powered insights. With Five9 AI Agents and seamless CRM integration, they cut average handle time, reduced labor costs by $400K, and increased call volume by 25%—all while delivering a smoother, more empathetic patient journey. 

Together, Five9 and ServiceNow create more than efficiencies—they create competitive advantage. From automated workflows to smarter agent assist and AI-powered service, it’s innovation with impact you can measure. 

Join us live at knowledge 2025