ToolsThe story, in brief
Five9 builds Humantic contact centers instead of full automation
Five9 pivots from full automation to 'Humantic' contact centers — AI handles volume, humans handle value.
The KeyNews take
Why it matters
Contact center operators are learning that AI-only isn't the goal; the strategic shift is toward AI-assisted agents handling high-touch, complex interactions. This changes how practitioners should architect customer-service deployment.
The key facts
4 to knowFive9 launches 'Humantic' contact center product category
Market shifting away from pure AI automation toward AI-human hybrid workflows
High-value, complex, and sensitive customer interactions remain human-preferential
Published September 11, 2026 — current market trend
Go to the source
SiliconAnglesiliconangle.com
Publisher excerpt: 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…