Five9 Launches Fusion for ServiceNow to Power AI Customer Service

Five9, provider of the Intelligent CX Platform, announced Five9 Fusion for ServiceNow, a turnkey AI-powered integration that unifies voice and digital interactions through a real-time AI transcription stream and a single routing engine to empower businesses to deliver faster, more personalized customer service experiences at scale.

Five9 Fusion for ServiceNow combines the Five9 real-time system action with the strengths of ServiceNow Customer Service Management (CSM) to give businesses a single, AI platform that addresses one of the biggest challenges in customer service: fragmented systems that slow down agents, limit operational visibility, and frustrate customers. By unifying voice and digital into one intelligent workflow, the integration equips agents with instant context and tools to resolve issues faster and deliver more proactive and personalized experiences at scale, while lowering costs and providing end-to-end visibility across the customer journey.

Catch more IT Tech Insights: ITTech Pulse Exclusive Interview with Oron Mincha, General Manager of U.S CyberproAI

“Our longstanding partnership with ServiceNow is focused on creating seamless customer experiences,” said Kim Hill, SVP Partner Sales, Five9. “Five9 Fusion for ServiceNow delivers a foundation for service excellence – eliminating the friction of multiple systems and empowering agents with a single interface to work confidently and efficiently and deliver faster, more personalized interactions at scale. With this new integration, every touchpoint becomes more intuitive and impactful for customers and agents alike.”

Five9 Fusion for ServiceNow makes available two of the three AI-enhanced capabilities previewed by Five9 and ServiceNow in late 2024:

• Now Available: Real-Time Transcription: Five9 TranscriptStream integrates directly within ServiceNow Workspace, providing real-time speech to text capabilities to enable agents to focus entirely on the customer instead of note-taking. Now Assist, powered by generative AI, uses these transcripts to generate case summaries, recommended actions, and resolution notes—reducing call wrap-up times, shortening average handling times, and increasing agent productivity.
• Now Available: Unified Routing: Five9’s intelligent routing engine can now direct ServiceNow digital channels and cases alongside Five9 channels, using ServiceNow metadata to match each interaction with the right agent. The same metadata enriches Five9 Workforce Engagement Management solutions to improve forecasting, scheduling, and operational agility.
• Single Agent Experience: This new capability will bring Native Call Controls into ServiceNow’s Agent Workspace, enabling agents to manage Five9 interactions directly in the Universal Agent Inbox, to deliver a consistent, cross-channel experience with complete caller context and relevant data in one view. Availability is scheduled for early 2026.

“Customers expect their requests to be handled quickly, accurately, and seamlessly—whether through self-service digital and voice channels or by connecting to a live agent,” said Michael Ramsey, GVP Product Management, CRM and Industry Workflows at ServiceNow. “Five9 Fusion for ServiceNow helps businesses break down fragmented systems and deliver a unified, agentic AI-powered service experience. By leveraging ServiceNow’s AI-driven CRM platform alongside Five9’s real-time transcription and intelligent routing, organizations gain end-to-end visibility and actionable insights, enabling agents to resolve issues faster and provide customers with exactly what they need, when they need it.”

Five9 and ServiceNow have partnered for more than eight years, supporting over 200 mutual customers worldwide. To ensure the highest levels of reliability, integrations are certified twice annually, with the recent Zurich certification reaffirming that customers can seamlessly leverage both platforms with the latest updates.

Catch more IT Tech Insights: Advanced Persistent Threats and Their Impact on IT Governance

Write to us [⁠wasim.a@demandmediaagency.com] to learn more about our exclusive editorial packages and programmes.