AI Delivers ROI in Customer Experience, Trust Depends on Transparency and Human Interaction
Written by Emily J. Thompson, Senior Investment Analyst
Updated: Jun 24 2026
0mins
Source: Newsfilter
- Current AI Adoption: According to Five9's report, 92% of organizations have implemented or piloted AI use cases in customer service, indicating rapid adoption and significant business results in customer experience.
- Consumer Trust Challenge: While 80% of consumers are willing to use AI-powered customer service, two-thirds still prefer human interaction, highlighting the ongoing challenge of building trust in AI applications.
- Importance of AI-Human Handoffs: Nearly all decision-makers believe their organizations preserve context during AI-to-human handoffs, yet 83% of consumers report needing to repeat themselves after transfers, raising concerns about the effectiveness of measuring handoff success.
- Infrastructure Transformation Lag: 84% of organizations are still transitioning from on-premises infrastructure to cloud-based systems, underscoring that successful AI execution relies on modernizing underlying systems, data, and workflows.
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Analyst Views on FIVN
Wall Street analysts forecast FIVN stock price to rise
20 Analyst Rating
15 Buy
5 Hold
0 Sell
Strong Buy
Current: 24.100
Low
25.00
Averages
35.50
High
59.00
Current: 24.100
Low
25.00
Averages
35.50
High
59.00
About FIVN
Five9, Inc. helps organizations to create hyper-personalized and artificial intelligence (AI)-driven customer experiences. The Company's Intelligent CX Platform, powered by Five9 Genius AI, delivers a suite of applications that enable a range of customer service, sales, and marketing functions. It delivers an end-to-end cloud software solution for contact centers. The Company's solution allows simultaneous management and optimization of customer interactions across voice, chat, email, Web, social media and mobile channels, either directly or through its application programming interfaces. The Company's product categories include Core Cloud, AI & Automation, Employee Engagement and Customer Engagement. Its Core Cloud products include Global Voice, Agent Desktop Plus, Supervisor Plus, CRM Integrations and UC Integrations. Its AI & Automation products include Artificial Intelligence, AI Agents, AI Insights, AI Knowledge, GenAI Studio, Workflow Automation and Reporting & Analytics.
About the author
Emily J. Thompson
Emily J. Thompson, a Chartered Financial Analyst (CFA) with 12 years in investment research, graduated with honors from the Wharton School. Specializing in industrial and technology stocks, she provides in-depth analysis for Intellectia’s earnings and market brief reports.
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- Legal Fee Arrangement: The law firm operates on a contingency fee basis, meaning shareholders are not responsible for upfront legal fees or expenses, thereby reducing financial risk for shareholders.
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See More
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- False Performance Claims: According to a federal securities lawsuit, Five9 insiders are accused of deliberately concealing that the company's growth was not strong, misleading investors regarding the company's performance expectations amid constrained customer budgets.
- Sales Execution Issues: The lawsuit highlights that Five9 faced a challenging bookings quarter due to sales execution and efficiency problems, which further undermined shareholder confidence and investment decisions.
- Insufficient Customer Information: Executives are alleged to have failed to provide adequate information to support claims of a positive inflection in customer retention rates, rendering such statements baseless and potentially causing shareholder losses.
See More
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- Sales Execution Challenges: The lawsuit highlights that Five9 faced a challenging bookings quarter due to sales execution and efficiency issues, with insiders admitting they did not see strong bookings momentum, potentially affecting revenue growth.
- Insufficient Customer Insights: Insiders lacked adequate information about existing customers, leading to a lack of reasonable basis for the company's positive outlook on its dollar-based retention rate, which may erode investor confidence in the company's future performance.
See More
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- Sales Transformation: Rob Hornish, with over 30 years of sales experience and a track record at Redaptive, is anticipated to drive revenue growth and market share expansion through disciplined, customer-first execution strategies at Five9.
- Strategic Development: Sven Linsmaier's experience at Workday will aid Five9 in formulating enterprise strategy and driving high-priority initiatives, ensuring rapid growth and operational efficiency in the AI sector.
See More
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- Financial Performance Review: Five9 reported a 9% year-over-year revenue increase to $305.3 million in the first quarter, with net income rising to $18.4 million from $0.6 million last year, indicating strong cost management and operational efficiency.
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See More
