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How CCG and Five9 Are Powering the Next Era of Agentic CX with Intelligent AI Agents

How CCG and Five9 Are Powering the Next Era of Agentic CX with Intelligent AI Agents

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Customer expectations are evolving fast. People want intelligent, frictionless service that’s both immediate and deeply personalized. Traditional automation and scripted chatbots can’t keep up. That’s why Five9 recently unveiled a major leap forward in customer experience (CX): the launch of AI Agents and a robust AI Trust & Governance framework, designed to enable what they call Agentic CX.

As a strategic Five9 partner, CCG is helping organizations harness these innovations with speed, strategy, and full control – turning advanced AI into real, measurable outcomes.

What Is Agentic CX and Why It Matters

Agentic CX is the next step in AI-powered service. Instead of bots that follow fixed rules or static workflows, Agentic CX uses AI that can reason, decide, and act on its own. These AI Agents understand intent, use contextual knowledge, and adapt to different scenarios in real time. It’s not just automation, it’s intelligent orchestration of customer journeys.

At the core of this new approach is the Five9 Agentic Experience Engine, which takes customer inputs and turns them into intelligent actions. Whether that means answering a billing question, booking a service, or routing to the right live agent, the system makes real-time decisions while preserving a natural, human-like flow.

Smarter Self-Service with AI Agents

Five9’s new AI Agents are designed to deliver natural, hyper-personalized self-service at scale. They combine generative AI, intent detection, and enterprise knowledge integration to provide real-time answers, execute tasks, and escalate seamlessly when human support is needed.

Conversational and Context-Aware AI supports voice and digital channels, including multilingual text-to-speech and voice biometrics and handles both simple questions and complex workflows using natural language. Built in the low-code/no-code AI Agent Studio, they offer fast deployment with industry-specific templates that reduce development time and cost.

Advanced capabilities include intent detection and entity extraction using LLMs, the Knowledge Node for real-time contextual answers, the AI Summary Node for automatic interaction summaries, and Code Crafter for rapid JavaScript generation. Their omnichannel design ensures consistent experiences across preferred customer channels while enabling smooth, context-rich handoffs to live agents without losing history. With these features, businesses gain greater automation coverage, faster time-to-value, and a better overall customer experience.

Built-In AI Governance: Trust, Control, and Safety

Powerful AI needs powerful guardrails. Five9’s AI Trust & Governance layer ensures that businesses can scale AI securely, with full transparency and control.

Why does governance matter? Generative AI introduces risk: erratic outputs, compliance violations, data exposure. Five9’s AI Trust & Governance toolkit embeds safety and oversight across every AI layer.

Key Governance features include Granular Guardrails, which define autonomy, tone, and permissions by task, team, or channel. 

  • Prompt Monitoring tracks and optimizes prompt performance and completeness. 
  • Hallucination Detection flags and corrects false or off-brand outputs in real time. 
  • Threat Detection identifies risks such as prompt injection or data misuse before they escalate. 

FlexLM for Long-Term Flexibility lets teams choose or change LLM providers per use case without added security audits and future-proofs AI investments while supporting evolving enterprise needs. Together, these features give your team real-time observability, safe scalability, and confidence in every AI interaction.

How Companies Are Succeeding with Five9 AI

The impact of Five9’s AI Agents and governance tools isn’t theoretical, it’s happening now.

At Exact Sciences, AI Agents delivered a 45% self-service containment rate for carrier pickup calls and reduced handling time by 60%, boosting both agent productivity and customer satisfaction. Teladoc Health used AI Agent Assist to enable HIPAA-compliant, real-time call guidance, achieving 97% customer satisfaction and 99% uptime while empowering agents to respond faster, stay compliant, and provide higher-quality care. 

These real-world examples prove that when implemented thoughtfully, AI-powered CX can drive both operational efficiency and exceptional customer experiences!




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