Five9 builds Humantic contact centers instead of full automation
Over the past couple of years, many companies have focused on increasing the share of contact center calls AI can handle without human intervention. That measure is starting to look too narrow, since the highest-value, most complex or most sensitive interactions are often the ones customers still want a person to handle. Cloud contact center […] The post Five9 builds Humantic contact centers…
Five9, a cloud contact center software provider, is shifting its focus from full automation to a new model called Humantic. Humantic integrates humans and AI agents working together in contact centers, rather than competing for the same calls. CEO Amit Mathradas believes the future of contact centers lies in this Humantic approach, emphasizing the importance of humans handling complex, high-value, or sensitive interactions.
AI handles routine, low-stakes cases, such as password resets and balance checks. Research shows that while 99% of business practitioners deploying AI believe their contact centers have improved, only 66% of actual users agree. The gap between perception and reality led Five9 to adopt an open platform strategy, opening up AI Agent Connect to third-party voice AI vendors.
One successful customer, PODS Enterprises LLC, is expected to route over 100,000 calls through Five9's Voice AI Agents by year's end, with a 44% containment rate exceeding its target. The next step for contact centers is to orchestrate these systems of record to enable further advancements.
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