Put intelligence to work across every interaction.
Bring conversational AI to the Five9 Genius CX Platform to understand customers, coordinate AI and people and act on what matters, with flexible models, built-in guardrails and visibility into how AI operates. Your models. Your guardrails. One AI layer.
Trusted by leading enterprises across every industry
Capabilities
From understanding to action, with governance built in.
Connect understanding, context, multi-agent orchestration and execution so AI can move from signal to action with control built in.
Every word understood, on every channel.
Use real-time transcription, translation and language understanding across voice, chat, email and SMS so AI and people can respond with the context of the conversation in the moment.
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Hear every customer in their own language. Live transcription and translation across 100+ languages give AI agents and human agents the same words at the same moment.
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Know what the customer means, not just what they said. Intent, sentiment and entities are detected as the conversation unfolds, so the next step is the right one.
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Read voice, chat, email and SMS the same way. One layer interprets every channel, so routing, AI agents and analytics all work from the same understanding of the customer.
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Choose the model without rebuilding the experience. Swap models as needs change and keep the flows your team has already built.
Keep context moving across every handoff.
Coordinate AI agents and human agents across handoffs so each step carries the context forward and the customer doesn’t have to start over.
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Hand off without making the customer repeat anything. Context from the AI conversation carries forward, so the agent starts with the full picture, not a blank screen.
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Bring in human judgment at any step. Escalate to a person when a request is complex, sensitive or high-value, without breaking the flow.
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Coordinate every agent against one outcome. Specialized AI agents and human agents work in sequence toward the same resolution, not in separate silos.
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See every hand-off, not just the final result. Each transfer is recorded as part of the interaction, so supervisors can trace what happened and why.
Give AI the context to respond like it knows your business.
Context Engineering brings together the customer history, business policy and live signals that belong in each call. It is the reason a general-purpose model behaves like it knows your business.
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Answer from your business, not the open internet. Responses draw on customer history and business policy, so answers stay accurate and on-policy.
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Keep context current as the conversation moves. Live signals such as sentiment, intent and account changes are added as the interaction unfolds.
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Build the right context for every interaction. Context is assembled per call from the sources that matter, not pasted into a static prompt that goes stale.
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Share one view of the customer across the platform. The same context is available to AI agents, human agents and applications on the Genius CX Platform.
AI agents that act, not just answer.
Execution in your systems of record — updating the order, writing the note, opening the ticket — with every action permissioned before it runs and logged after it does.
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Resolve the request, not just answer it. AI agents update orders, write notes and open tickets directly in CRM, ERP, ticketing and order systems.
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Know exactly what AI did and where. Every action is permissioned before it runs and logged after it does, across every connected system.
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Set the boundaries before AI acts. Agents act only where you allow, with permissions scoped by system, action and use case.
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Catch problems before customers do. Failed actions are surfaced for follow-up, not silently swallowed.
Keep AI visible, governed and accountable.
Apply policy checks, PII redaction and audit trails across AI decisions and actions, with controls that stay consistent as models change.
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Apply the same rules to every interaction. Policy checks run across every AI conversation, so behavior stays within the limits you define.
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Protect customer data by default. PII is redacted continuously across 100% of transcripts, reducing compliance exposure without manual review.
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Show your work to auditors and regulators. Every AI decision and action is recorded in a full audit trail, ready when you need it.
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Change models with a clear record. Every model change is logged and versioned, so you can swap anytime with zero lock-in.
Results our customers actually see
Not projections. Not best-case scenarios. Real outcomes from real Five9 deployments.
Wyndham Hotels & Resorts
Wyndham replaced contact-center complexity with AI-driven efficiency on Five9 — building a scalable foundation for faster guest support and seamless travel worldwide.
Five9 had the integrations and AI capabilities to serve as the foundation for our future state.
Why Five9
Why Five9 Genius AI
The hard part isn’t adding AI. It’s making it work with the context, control and flexibility customer experience demands. With Five9, those capabilities are built in. We were built for the hard part.
Make AI operational
A model can answer a question. Five9 Genius AI coordinates, executes and governs what happens next across the platform, so AI can move from isolated capability to part of the operation.
Your interactions, your advantage
The model is not the differentiator. The intelligence built from your customer interactions is. Put what your business and your people know to work across AI and human experiences so each interaction gets smarter with context.
Change the model, not the operation
Models churn. Five9 Genius AI endures. Switch the model when the next one is better; your context, orchestration and guardrails don't move.
FAQ
Frequently asked questions about Five9 Genius AI
Common questions about the AI Services layer that powers and governs every AI application on Five9.
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Five9 Genius AI is the AI Services layer of the Five9 Genius CX Platform, bringing conversational AI, multi-agent orchestration, context engineering, tool use and governance together in one shared AI layer. It helps AI understand customers, coordinate work and take action across customer interactions.
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Five9 Genius AI is not locked to one model — FlexLM makes it LLM-agnostic, so you can run Five9's own model, Google, OpenAI, Anthropic or a model you've fine-tuned yourself, and switch anytime without rebuilding your AI Services layer.
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Context Engineering brings together customer history, business policy and real-time signals relevant to each interaction before a model ever responds, so every answer is grounded in your data rather than a generic prompt.
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On Five9 Genius AI, every AI decision and action carries the same policy enforcement, PII redaction and audit trail — with human-in-the-loop escalation available for sensitive actions — no matter which model is running underneath.
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AI Agents built on Genius AI can take action, not just answer questions. Tool Use & Execution lets them update CRM, ERP, ticketing and order systems directly, with every action logged, permissioned, and auditable.
Run every AI application on one governed layer.
Models churn. Five9 Genius AI — the context, orchestration, and guardrails built on top — endures.