Best AI assist out there
January 19, 2026

Best AI assist out there

Jayson Cadano | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Five9 Agent Assist

Five9 Agent Assist helps our agents by providing assistance on how to handle each call based on the account or what type of customers our agents are handling.

Pros

  • Providing good summary for the the call
  • providing next step for the agents
  • providing suggested resolution for the call

Cons

  • There are cases where it's recommending an old article or knowledgebase
  • too many options being recommended reducing confidence on or providing confusion
  • not providing links to allow agents to double check or verify the information
  • For positive, it does save a lot of time on for our support on addressing questions as it link agents to our knowledgebase
  • Positive, it helped with making accessing our knowledgebase better
  • Promotes being resourceful vs going for a support.
As I mentioned on the previous question, it's very good with promoting self service vs relying on support or spoon feeding from our support team. It's also good with providing the summary and the suggested next step.
Gong AI tends to providing a vague summary of the call and can also mistake what the concern is. So far, Five9 Agent Assist is more accurate on analyzing what happened on the call and what the next step is.

Do you think Five9 Agent Assist delivers good value for the price?

Yes

Are you happy with Five9 Agent Assist's feature set?

Yes

Did Five9 Agent Assist live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Five9 Agent Assist go as expected?

Yes

Would you buy Five9 Agent Assist again?

Yes

At the moment, I think it's the best one out there. It's also integrated with our system well. We have Five9 for our dialer that's already connected through Salesforce so having Five9 Agent Assist is a huge plus compared to getting another AI overview. It's also good with providing summary and providing suggestions.

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