Five9 report shows 92% of firms pilot or deploy AI in customer service

Five9, Inc.

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Five9 research found 92% of organizations have implemented or piloted AI use cases in customer service.
Survey showed 80% of consumers are willing to use AI-powered support, though about two-thirds still prefer human agents.
Trust gaps centered on transparency: 71% of consumers said it is very or extremely important to know when AI is used.
AI-to-human transfers remained a friction point: 83% of consumers said they still have to repeat themselves at least sometimes.
Contact center modernization lagged: 84% of organizations reported they are still moving from on-premises systems to cloud infrastructure.

Disclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. Five9 Inc. published the original content used to generate this news brief via Business Wire (Ref. ID: 202606241500BIZWIRE_USPR_____20260624_BW086700) on June 24, 2026, and is solely responsible for the information contained therein.

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