MetriNote – Five9 Unveils AI Agents, Trust and Governance Capabilities

Author: Robin Gareiss, CEO and Principal Analyst What's the news? June 10, 2025 – Five9 has announced two products powered by its Agentic Experience Engine: AI agents with the ability to reason, adapt, and take action with minimal human involvement; and AI Trust & Governance that provides stronger guardrails, threat and hallucination detection, and prompt monitoring. AI agents enable customer self-service and can decide to transfer to human agents when warranted. They analyze intent, conduct natural dialogues, and decide on the quickest path to resolution. Five9 also provides pre-built templates for industry verticals, along with a code crafter to reduce the development effort in building new AI agents.