Five9's New AI Agents Are Designed to Autonomously Make Exceptions to the Rules

This IDC Market Note evaluates announcements made at the Five9 CX Summit in Barcelona on November 13, 2024. The Five9 CX Summit, with themed "The New CX," showcased the company's innovations in customer engagement through AI and cloud technologies. Key announcements included the introduction of AI Agents and an extended partnership with ServiceNow. The event highlighted Five9's innovative AI suite, including AI Agents, which leverages the capabilities of its GenAI Studio prompt engineering hub to make GenAI more autonomous.