Five9

What the automated decision is: AI agents answer callers; agent assist transcribes and suggests; quality scoring rates agents

WF-P-000042

Made by

Five9, Inc.

About the vendor

• Five9, Inc. is headquartered in San Ramon, CA.
• Five9, Inc. gives its head office as San Ramon, CA, US, on its own website.
• Five9, Inc. reported revenue of $1.15bn for 2025.

Compliance & AI governance

SOC 2ISO 27001PCI DSSAs the company states it, in its SEC filings (tier A) or on its own website (tier B). Not checked against the certifying bodies.

AI laws

• Bot-disclosure laws (California SB 1001 · Utah · EU AI Act)None found
  Has the vendor published how its AI agents tell customers they are talking to a bot?
• EU AI ActNone found
  Has the vendor published a statement on its duties under the EU AI Act?
• Wiretap and call-recording laws (California CIPA)None found
  Has a lawsuit alleged the vendor's system recorded, transcribed or analysed customers' calls or chats unlawfully?
• Illinois BIPA (voiceprints)None found
  Has a lawsuit alleged the vendor's system collected voiceprints or other biometrics in violation of Illinois' BIPA?

Each law is asked as a question public evidence can answer. “None found” describes our search of the vendor’s own site, news and court reporting on 2026-10-06 — not a finding that the company has or has not complied. A lawsuit is an allegation, not a finding.

Customers

• Five9, Inc.'s 10-K filed 2026-02-20: The company has more than 3,000 customers.
• Five9, Inc.'s 10-Q filed 2026-08-06: The company had over 3,000 customers as of 30 June 2026.

In its SEC filings

20 disclosures — 7 litigation · 4 how it says it uses ai · 9 ai risks it names

Litigation

• Five9, Inc.'s 10-K filed 2026-02-20: A shareholder derivative action was filed against directors and officers for breach of fiduciary duty and other claims, related to the securities class action.
• Five9, Inc.'s 10-Q filed 2026-08-06: Five9 discloses a separate shareholder derivative action filed on 27 February 2026 with similar claims, which was consolidated with the earlier derivative action.
• Five9, Inc.'s 10-Q filed 2026-04-30: A shareholder derivative action was filed on 24 March 2026 in the United States District Court of Delaware asserting breaches of fiduciary duties.
• Five9, Inc.'s 10-Q filed 2026-08-06: A related shareholder derivative action was filed on 24 March 2026 in the District of Delaware.
• Five9, Inc.'s 10-Q filed 2026-08-06: A putative class action complaint was filed on 4 December 2024 alleging securities law violations based on false or misleading statements.
• Five9, Inc.'s 10-Q filed 2026-08-06: Five9 discloses a putative securities class action filed on 4 December 2024 alleging false and misleading statements, with the court partially denying a motion to dismiss on 23 February 2026.
• Five9, Inc.'s 10-K filed 2026-02-20: A putative class action alleges that the company and its former CEO and CFO made false or misleading statements about the business, violating securities laws.

How it says it uses AI

• Five9, Inc.'s 10-K filed 2026-02-20: The company's Genius AI suite uses Generative AI for agentic AI agents that deliver hyper-personalised customer experiences and unlock automation efficiencies.
• Five9, Inc.'s 10-K filed 2026-02-20: The Genius AI suite uses generative AI to power agentic customer experience, enabling collaboration between human and AI agents with a continuous learning loop.
• Five9, Inc.'s 10-K filed 2026-02-20: The company plans to further develop AI-powered features, including generative AI, to make agents more efficient and improve customer experience.
• Five9, Inc.'s 10-K filed 2026-02-20: The company has incorporated AI-powered features into its solution and is investing in expanding its AI capabilities with generative AI.

AI risks it names

• Five9, Inc.'s 10-K filed 2026-02-20: The company cautions that outputs from its AI-powered solutions may be or be alleged to be inaccurate, biased, or infringing.
• Five9, Inc.'s 10-Q filed 2026-08-06: The company cautions that its AI solutions may not succeed, achieve market acceptance, or compete effectively, potentially causing reputational harm.
• Five9, Inc.'s 10-K filed 2026-02-20: The company cautions that further AI development may not succeed and could cause reputational harm and materially harm operating results.
• Five9, Inc.'s 10-K filed 2026-02-20: The company states that workforce use of AI may present business risks.
• Five9, Inc.'s 10-K filed 2026-02-20: The company warns that new AI regulation could force it to remove certain AI products or features from its solution.
• Five9, Inc.'s 10-K filed 2026-02-20: The company notes that its AI technology may present legal and business risks.
• Five9, Inc.'s 10-K filed 2026-02-20: The company warns that incorporating AI features may lead to regulatory scrutiny, litigation, security risks, ethical concerns, and other complications that could harm its business.
• Five9, Inc.'s 10-K filed 2026-02-20: The company warns that if it cannot replace subscription revenue from licences with revenue from AI solutions, its business will be harmed.
• Five9, Inc.'s 10-K filed 2026-02-20: The company identifies risks from its workforce using AI tools, including intellectual property and data protection risks, exposure of confidential information, and loss of IP protection.

What the company itself told the SEC. A model found each passage and had to quote it exactly; a disclosed lawsuit is an allegation against the company, not a finding.

Products

Five9 Agent Assist · Five9 AI Agents · Five9 Genius AI

In court

0 cases name it as a party

Where we have looked

Searched through CourtListener / RECAP, last read 2026-10-01:

• US federal district, appellate and bankruptcy dockets — 235 courts105 district, 14 appellate, 95 bankruptcy and 21 special federal courts
• published opinions, including state supreme and appellate courts — 384 courts, including 53 state supreme courts53 state supreme, 62 state appellate, 6 state trial and 28 state special courts, plus the federal courts above

County and municipal courts are not searched, and neither is anything outside the United States. A count of nought means we found nothing where we looked, not that nothing exists.

Verified deployments

27 companies we can evidence on Five9, from addresses they run on its domain and from Five9’s own customer stories. Which ones, and since when, is a Professional feature.