What Is Agentic Quality Management (AQM)?
Agentic Quality Management (AQM) is a next-generation quality management solution that uses AI to evaluate up to 100% of customer interactions. Traditional QM relies on supervisors manually reviewing a small sample of calls, often as few as 1-3%. AQM replaces that approach with AI-driven scoring, real-time alerts, and proactive in-conversation guidance. It was introduced as part of the Five9 Genius AI suite at CX Summit 2025 and represents a shift from reactive auditing to continuous, AI-led performance intelligence.
How Does AQM Improve on Traditional Quality Management?
AQM advances quality management in several ways:
Coverage: Traditional QM reviews a small percentage of interactions. AQM can be configured to evaluate up to 100%, giving you a complete picture of agent performance and customer experience.
Real-time alerts: Instead of discovering issues days later during a review session, AQM notifies supervisors during live interactions when it detects SLA violations like low sentiment, excessive hold time, or agent overtalk.
Proactive agent guidance: AQM works with Five9 AI Agent Assist to deliver real-time coaching suggestions to agents during active conversations, not just after the fact.
Self-optimizing evaluations: The system continuously refines its scoring criteria based on interaction patterns, reducing manual calibration work for QA teams.
Routing integration: AQM performance data feeds directly into Five9 Genius Routing, enabling the system to match customers with agents based on demonstrated quality scores and proficiency levels.
