Five9 Unveils AI-Driven Fusion for ServiceNow To Unify Customer Service Workflows

Five9, a leader in cloud-based contact center technology, has rolled out Five9 Fusion for ServiceNow a turnkey integration that leverages real-time artificial intelligence and unified routing to streamline customer service operations. By combining ServiceNow’s robust CRM tools with Five9’s transcription and automation capabilities, businesses gain actionable insights and instant context, helping agents resolve issues faster and deliver more personalized support, all within an efficient, unified platform.

Five9 is stepping up the customer experience game with its latest release: Five9 Fusion for ServiceNow. This comprehensive platform combines the real-time strengths of Five9’s contact center technology with ServiceNow Customer Service Management, targeting a persistent problem faced by service teams the fragmentation of customer service systems.

With traditional workflows, agents often grapple with disparate tools for digital and voice interactions. This fragmentation can slow down service, reduce visibility for managers, and frustrate both customers and agents. Five9 Fusion for ServiceNow changes that narrative, offering a seamlessly unified interface where both digital and voice communications feed into a single intelligent workflow. Agents receive instant context, recommendations and real-time transcription, enabled by AI, so users don’t need to repeat themselves or get lost in lengthy hold times.

Central to the new platform is Five9 TranscriptStream a real-time speech-to-text engine that’s embedded within ServiceNow Workspace. Instead of split focus between note-taking and helping the customer, agents can now rely on AI-generated transcripts to document each interaction. These transcripts fuel workflow automation, from case summaries to recommended actions and resolution notes, using generative AI to shave valuable minutes off each call and enhance productivity.

Another highlight is the system’s native AI-powered routing engine, which intelligently matches cases and interactions to the right agent based on ServiceNow’s metadata. This means digital requests and voice calls are processed on a single path, optimizing workforce scheduling and improving operational agility for businesses operating at scale.

Looking ahead, Five9 is promising an even deeper integration: soon, agents will be able to manage voice controls and interactions within ServiceNow’s Universal Agent Inbox, with complete caller context and real-time data at their fingertips. This “single agent experience” is set to launch in early 2026, aiming to further reduce system friction and boost confidence and efficiency for support staff.

Five9 Fusion for ServiceNow is the latest milestone in an eight-year partnership between Five9 and ServiceNow, serving more than 200 mutual customers around the world. The integration is routinely certified to ensure reliability, with the most recent Zurich certification confirming seamless operations for customers using the latest platform updates.

Industry leaders cite this launch as a turning point for AI-driven, agentic customer service. By breaking down technological barriers and making actionable data easily accessible, Five9 and ServiceNow are enabling businesses to respond to rising expectations for fast, accurate, and deeply personalized experiences whether through digital self-service or live agents. Service excellence now depends on empowering agents with tools that are not only smart but also intuitive and unified, reshaping the customer journey one conversation at a time.