Five9, provider of the Intelligent CX Platform, launched a breakthrough new release of Voice AI Agents, the next generation of agentic self-service. Built on a completely new, purpose-built architecture designed from the ground up for the agentic era, these Voice AI Agents help enterprises move beyond scripted bots and legacy Interactive Voice Response (IVR) systems. Designed to reason, take action, and resolve customer requests, Five9 Voice AI Agents bring agentic AI capabilities to customer self-service, enabling organizations to automate complex interactions while ensuring smooth, friction-free handoffs between AI and live agents.
Five9 Voice AI Agents run on a purpose-built architecture for agentic self-service, moving beyond scripted bots and legacy IVR.
New Five9 research shows 65% of organizations are implementing AI use cases, with self-service automation ranking top at 42%.
Voice AI Agents deliver human-like conversations with low-latency streaming, multilingual support, and real-time responsiveness.
The agents can take action through secure tool calling, connecting to enterprise systems for authentication, updates, and transactions.
Built-in governance includes guardrails, post-call AI evaluations, and LLM blinding for enterprise-grade trust and security.
PODS reports exceeding containment targets and expects Voice AI Agents to handle over 100,000 service calls this year.
Five9 Voice AI Agents are powered by a leading-edge harness that enables autonomous workflows through coordinated multi-agent orchestration. This purpose-built foundation allows specialized AI agents to work together across complex, multi-step customer experiences, delivering adaptive and outcome-oriented interactions. The Agentic Voice Switch, a proprietary architecture for unifying speech, reasoning, and voice generation, is built natively into Five9's carrier-grade telephony platform, ensuring seamless integration rather than being bolted on as an afterthought.
The new Voice AI Agents deliver human-like voice self-service with low-latency streaming, multilingual support, responsive turn-taking, interruption detection, and background noise management. These capabilities help create natural conversations that feel fluid, responsive, and effective, addressing the long-standing challenge of making automated voice interactions feel genuinely conversational. This breakthrough enables enterprises to automate complex customer journeys while maintaining the quality and personalization that customers expect.
Unlike traditional bots that merely respond to queries, Five9 Voice AI Agents can take action. Secure tool calling enables AI agents to connect with enterprise systems to perform real-time actions such as authenticating customers, updating records, processing transactions, or completing service tasks. This capability transforms self-service from passive question-answering into active problem-solving, significantly expanding the range of customer issues that can be resolved without human intervention.
Five9 AI agents and human agents are able to work together on a unified platform, supporting context-rich warm handoffs when human expertise is needed. This seamless collaboration ensures that customers receive the right level of support at the right time, with AI handling routine queries while escalating complex issues to human agents with full context preserved. As Ajay Awatramani, Chief Product Officer at Five9, stated, "We've always believed AI and human collaboration are key to better CX, and that belief is foundational to how we're building the future of Agentic CX. Humantic data, the annotated record of how skilled humans perform work that teaches AI what good looks like, even across fluid handoffs between AI and human agents, is the concept that underpins our approach."
Five9 has built robust governance capabilities into the Voice AI Agents to help organizations scale AI responsibly. Built-in guardrails, automated post-call AI evaluations, LLM blinding to ensure sensitive data is neither seen nor manipulated by the LLM, and workflow task verification provide enterprises with the control and confidence needed to deploy AI at scale. Data, knowledge, and orchestration are shared across the entire CX platform, not siloed in a single product, ensuring consistent and secure AI operations.
Ruthu Raj, VP of Architecture, IT Infrastructure and Operations at PODS, shared early results from the rollout: "Many companies are still talking about the promise of agentic AI, but Five9 Voice AI Agents are already delivering results. In our early rollout, we exceeded our containment rate targets, reduced handle times, and delivered more consistent, human-like customer interactions. Five9 solved critical challenges around noise handling, turn detection, and hallucination prevention, enabling reliable, context-aware conversations at scale. By year-end, we expect Five9 Voice AI Agents to handle more than 100,000 service calls this year while improving the customer experience."
At the core of the new release is AI Agent Studio, a unified environment for building, testing, deploying, monitoring, and continuously improving Five9 Voice AI Agents. With integrated call testing, versioning, environment promotion, rollbacks, and post-call evaluation capabilities, teams can refine performance before changes impact live customers. This gives enterprises the control, governance, and human collaboration needed to bring AI into production at scale.
Maribel Lopez, Principal Analyst and Founder of Lopez Research, commented on the industry shift: "Voice remains the most complex and costly customer service channel, yet it has been one of the slowest areas to realize the benefits of generative and agentic AI. The market is now shifting from AI systems that simply respond to customer requests to AI agents that can help complete tasks and drive resolutions. As organizations move beyond experimentation, success will depend not only on AI capabilities, but also on the governance, security, and operational controls required to deploy these systems at scale. Five9's recent Voice AI Agents announcement reflects this industry shift, combining voice infrastructure experience with enterprise management controls — the combination organizations will need to move from pilots to production."
About Five9
Five9 is the proven, open cloud platform for customer experience. Cloud-native since 2001 and built by voice experts for the agentic era, Five9 powers contact centers for more than 3,500 enterprises across 140+ countries, including leading health systems, financial institutions, and organizations across every major industry. The Five9 platform, powered by Genius AI, serves every channel and workflow, together with the governance, control, and ecosystem flexibility that even the most regulated enterprises demand. Practical AI that learns from every interaction, driving real outcomes for customers and the businesses that serve them.
