Five9 focuses on human-AI collaboration in contact centers

2026-09-11

Cloud contact center provider Five9 is shifting its strategy from full AI automation to a 'humantic' model that emphasizes human-AI collaboration. The company acknowledges that complex and sensitive customer interactions often require human intervention.

VERA Brief

AI-generated. Grounded in the article and its cited sources.

Cloud contact center provider Five9 is changing its strategy to emphasize human-AI collaboration. This shift acknowledges that complex customer interactions often require human intervention, moving away from a sole focus on AI automation.

Key facts

Five9 is developing 'humantic' contact centers.
The strategy shift moves away from a singular focus on complete AI automation.
Complex, sensitive, or high-value customer interactions frequently require human engagement.
Five9 is prioritizing AI integration to augment human agent capabilities.
This development suggests AI's role in customer service may be more effective when supporting human agents.

Source: SiliconANGLE

Reported by VERA Newswire.