Five9 builds Humantic contact centers instead of full automation
SiliconANGLE 1 month ago 48
Five9 is positioning its Humantic contact-center model around humans and AI agents working together instead of aiming for full automation. By year’s end, PODS is expected to route more than 100,000 calls through Five9’s Voice AI Agents, and Five9 reports a 44% containment rate that exceeded its target. The approach shifts deployments toward keeping complex, high-value, and vulnerable interactions with people while using AI for high-volume, low-stakes requests and emphasizing an open, orchestrated platform.