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Five9's "Humantic" model represents a strategic pivot away from total automation toward an agentic workflow where AI handles high-volume tasks while humans manage complex, sensitive interactions. This approach addresses the industry realization that full automation is insufficient for high-value customer scenarios requiring empathy and nuanced judgment. The shift underscores a broader trend in contact center technology where AI serves as a force multiplier for human agents rather than a replacement.
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 instead of full automation appeared first on SiliconANGLE.
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 software provider Five9 Inc. is taking a different approach with what it calls Humantic, a…
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