ServiceNow and Five9 Expand AI Partnership
ServiceNow and Five9 have expanded their partnership to offer a turnkey, AI-powered solution for unifying employee and customer experiences. The integration allows AI agents to move between support, HR, and compensation-related workflows. The partnership emphasizes centralized observability and governance, which is critical for compliance-heavy functions.
- The partnership, which has been in place for over eight years and serves more than 200 mutual customers, is now being marketed as "Five9 Fusion for ServiceNow." - A key feature of the integration is Five9's TranscriptStream, which provides real-time transcription directly within the ServiceNow Workspace, allowing ServiceNow's Now Assist to generate case summaries and recommend actions using generative AI. - The unified routing engine from Five9 will now manage ServiceNow's digital channels and cases, utilizing ServiceNow metadata to direct interactions to the appropriate agent. - A future update planned for early 2026 will introduce native call controls, enabling agents to handle all Five9 interactions from within ServiceNow's Universal Agent Inbox for a single workspace experience. - This collaboration is part of a larger trend for ServiceNow, which has also recently announced partnerships or integrations with Genesys, 3CLogic, NiCE, Zoom, and Vonage to expand its footprint in the contact center space. - Five9's recent AI advancements include "AI Agents" that can handle complex tasks and a "dial-of-trust" feature, which allows businesses to control the level of autonomy in AI-driven customer interactions. - For its fiscal year 2023, ServiceNow reported total revenues of $8.971 billion, while Five9's revenue grew 17% to a record $910.5 million.
