Five9

Two days at the @Gartner_inc Customer Service & Support Conference, and one question kept coming up: how much autonomy should your AI agents have?

A few takeaways:

✔️ AI is moving from pilot to priority, and leaders want proof it pays off.
✔️ Human agents aren’t going away. Their roles are evolving alongside AI.
✔️ The best results come from trust built step by step, with autonomy that grows as results do.

What was your biggest takeaway? Tell us in the comments.

Q3 was a strong quarter for Five9: revenue grew 13% year over year to $323.3 million.

We also just announced that we've entered into a definitive agreement to acquire @TheLevelAI, an AI-native platform for the entire customer journey.

"Q3 was another solid quarter, highlighted by accelerating subscription revenue growth, with AI revenue growth stepping up significantly. These results indicate that our Humantic CX strategy is working. As AI reshapes the customer experience landscape, we believe adding Level AI strengthens our competitive position, expands the customers we can serve, and deepens the AI talent behind our continuous innovation." - Amit Mathradas, Chief Executive Officer, Five9

Read the full press release: bit.ly/4Acy1l0

Five9 has entered into a definitive agreement to acquire @TheLevelAI, an AI-native platform for the entire customer journey, to advance the future of CX where AI and human agents work as a coordinated system.

Learn how this will help organizations improve agent performance, automate more customer interactions across voice and digital channels, and turn customer conversations into insights the whole organization can use.

🔗 bit.ly/3V6aTpC

Proud moment for our Customer Experience team. 🏆

Five9 won in the Customer Experience Team category at the 𝘊𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘊𝘦𝘯𝘵𝘳𝘪𝘤𝘪𝘵𝘺 𝘞𝘰𝘳𝘭𝘥 𝘚𝘦𝘳𝘪𝘦𝘴 𝘈𝘸𝘢𝘳𝘥𝘴 2026.

The team was recognized for how they turned individual programs into one connected customer ecosystem: Customer Champions, the Five9 Community, Customer Advisory Boards, and advocacy.

Congratulations to Julie LeWarne, Dustin Huffman, and every customer who shares their voice with us. @ARCETGlobal

In his latest @FastCompany piece, Five9 CEO Amit Mathradas explains where context gets lost, what it costs agents and customers, and three choices that help it survive the handoff.

Most companies measure whether a handoff happened, not whether the context survived it. The fix isn’t a longer transcript. Here are the three choices:

1️⃣ Pass structured context. What #AI has already tried and confirmed should reach the human agent as actionable information, not facts buried in a paragraph.
2️⃣ Design the handoff. Give it its own success criteria, audited by metrics like how often customers repeat information at transfer.
3️⃣ Close the integration seams. Every bridge between a #CRM, contact center, knowledge base, and AI model is a place where context can fall through.

Read on: bit.ly/4yRrFGN