ToolsSeptember 11, 2026via SiliconAngle
Five9 builds Humantic contact centers instead of full automation
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.
Key signals
- Five9 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
The hook
Five9 pivots from full automation to 'Humantic' contact centers — AI handles volume, humans handle value.
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 wa…