Five9-Level AI Sparks Selloff

Five9 just made a $325 million all-cash bet on Level AI, snapping up a platform that powers over a billion customer interactions a year with real-time agent assist and “AI Workers.” The move should let Five9 expand beyond typical cloud call centers, offering Level AI’s tech both integrated and standalone to over 4,000 customers across 140+ countries. But investors aren’t convinced, sending Five9 shares down 23% amid fears this acquisition could distract more than it delivers. The big question: can Five9 quickly plug Level AI’s smarts into its core platform and show meaningful impact, or will it just burn through nearly half its cash for a slow payoff?

Here’s the catch—tech alone isn’t moving the needle for most companies. EY’s latest research shows only 23% of organizations (“Achievers”) are actually getting high value from AI in customer service, and they’re doing it by integrating voice AI deeply, cleaning up data, and measuring business results, not just tech adoption. Meanwhile, BMO is rolling out AI Agent Assist for Canadian credit card calls, aiming to slash resolution times by up to 30%—but it’s all human-in-the-loop, with real oversight and tight controls in case things go wrong.

Featuring insights from Five9 CEO Amit Mathradas and field intel from EY’s new report, plus a look at where the government’s pushing AI boundaries with USCIS’s mega-contact center RFI.

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