Five9 report shows 92% of firms adopt or pilot AI in customer service

• Five9 published its 2026 Business Leaders Customer Experience Report, showing 92% of organizations have implemented or piloted AI in customer service.
• Consumer adoption lagged trust: 80% are willing to use AI-powered service, yet about two-thirds still prefer speaking with a human.
• Transparency emerged as a key constraint, with 71% saying it is very or extremely important to know when they interact with AI.
• AI-to-human handoffs remained a weak point: 83% of consumers said they still have to repeat themselves at least sometimes.
• Infrastructure modernization continued, with 84% of organizations still shifting from on-premises systems to cloud-based platforms.

Disclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. Five9 Inc. published the original content used to generate this news brief on June 23, 2026, and is solely responsible for the information contained therein.