Five9 launches AI integration for ServiceNow customer service platform

Five9 Inc. (NASDAQ: FIVN) announced the launch of Five9 Fusion for ServiceNow, an integration that combines real-time transcription and unified routing capabilities for customer service operations.

The integration connects Five9's contact center platform with ServiceNow's Customer Service Management system through two available features. Real-time transcription provides speech-to-text capabilities within ServiceNow Workspace, allowing agents to focus on customer interactions while AI generates case summaries and resolution notes. Unified routing directs both ServiceNow digital channels and Five9 voice channels through a single routing engine.

A third capability, Single Agent Experience, is scheduled for early 2026 and will enable agents to manage Five9 interactions directly within ServiceNow's Universal Agent Inbox.

"Five9 Fusion for ServiceNow delivers a foundation for service excellence – eliminating the friction of multiple systems and empowering agents with a single interface," said Kim Hill, SVP Partner Sales at Five9.

Michael Ramsey, GVP Product Management at ServiceNow, stated that the integration "helps businesses break down fragmented systems and deliver a unified, agentic AI-powered service experience."

Five9 and ServiceNow have maintained a partnership for over eight years, supporting more than 200 mutual customers globally. The companies conduct certification reviews twice annually, with the recent Zurich certification confirming compatibility with the latest platform updates.

The announcement details were provided in a company press release.

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