Singapore – Five9 showcased new AI-driven CX innovations from global organisations that are setting new standards for intelligent CX at its 2025 CX Summit. The event recognises organisations that have advanced the use of AI, automation, and integrated customer engagement technologies to enhance service delivery and operational performance.
The innovations highlighted reflect how organisations are using intelligent tools to streamline support, strengthen decision-making, and increase customer satisfaction.
Several enterprises, including Northwestern Mutual, reported improved accuracy in customer insights of up to 94% CSAT accuracy rate, providing more efficient handling of queries and greater use of automated systems to reduce routine workloads, enabling staff to focus on more complex customer interactions.
“Leveraging Five9’s platform allows us to move faster from insight to action,” Eric Schanno, principal solutions engineer at Northwestern Mutual, stated.
He added, “We are very excited about the potential of Five9 AQM to help us elevate coaching across 100% of interactions. These platforms are raising the bar on performance and help deliver more consistent, high-quality experiences for our customers.”
Financial services and insurance providers also highlighted how AI-supported analysis and real-time guidance via the Agentic Quality Management (AQM) AI helped reduce handling times and improve satisfaction levels, while also identifying areas for targeted coaching.
Retail and consumer-focused organisations reported higher service ratings after adopting automated self-service channels through Five9’s AI Genius Routing, which provides faster and more personalised responses. Meanwhile, technology-driven workflow integration also contributed to measurable gains in productivity, with some businesses reducing downtime and improving the consistency of service across multiple markets.
“Our Agentic CX vision is about creating systems that don’t just respond but also help teams better understand and anticipate customer needs,” Ajay Awatramani, chief product officer at Five9, stated.
He added, “With these innovations, AI moves from the periphery to the core of the contact centre—linking data, people, and processes into a system more closely embedded in ways intended to support continuous learning, adaptation, and more efficient and meaningful customer experiences.”
Banking and investment firms also focused on strengthening personalisation and security by combining automated workflows with human expertise, ensuring that support remains responsive as customer needs evolve.
Across the organisations, the common thread was the application of AI-enabled systems to create more reliable, accurate and efficient CX.
These developments by Five9 across their platforms illustrate how organisations are adopting tools that anticipate needs, simplify interactions and deliver outcomes more quickly, while enabling teams to concentrate on higher-value engagement.
