How Voice AI Redesigns Frontline Work: Five9’s Agentic Approach with Jonathan Rosenberg at CCW Vegas
How should AI change the way work happens on the contact center frontline, not just the technology stack? Metric Sherpa founder ...
Chief Technology Officer and Head of AI, Five9, Inc.
Search every verified Jonathan Rosenberg interview, podcast appearance, and on-the-record quote — each transcript cross-checked by AI and human review to confirm speaker identity. Jonathan Rosenberg, Chief Technology Officer and Head of AI at Five9, discussed the company's approach to agentic AI and human-in-the-loop design in two June 2026 interviews. At CCW Las Vegas, he described "Humantics," a methodology that uses data gathered from observing human agents to train and improve Five9's AI agents. He stated that the company's AI agents are designed to "think and reason for themselves" rather than follow fixed scripts, and that the system includes non-LLM software constraints to enforce rules such as mandatory authentication before financial transfers. He said the company is working on a "next generation view" of human-AI collaboration, arguing that the common model of transferring a call to a human after an AI failure is "wrong." In a separate interview with CX Today, Rosenberg emphasized that human involvement remains essential in customer experience platforms. He identified continuous learning, governance, high-risk decisions, and emotionally charged interactions as areas where human judgment is critical. He argued that AI and human collaboration should be viewed as a "continuum" rather than an all-or-nothing containment metric, noting that AI can still improve human efficiency through guidance and summaries even when a conversation is transferred to a person.
How should AI change the way work happens on the contact center frontline, not just the technology stack? Metric Sherpa founder ...
What if AI in the contact center wasn't about replacing humans — but amplifying them? At Vegas Live, I sat down with Jonathan Rosenberg, CTO & Head of AI at Five9, to talk about their newly launched Voice AI Agents — now GA and live with customers. We cover: ✔ The concept of "humAInity" and why people are the key to AI success ✔ How Five9 uses humAIn data (AQM, CSAT, resolution rates) to train AI against real human agent benchmarks ✔ What makes their Voice AI Agents truly agentic — reasoning, planning, going off-script ✔ The non-LLM guardrails that make hallucinations on sensitive actions st…
Dive deep into the future of CX and AI with this insightful conversation from CCW Las Vegas 2026. Juanita Coley (CEO & Co-Founder of Solid Rock Consulting) interviews Jonathan Rosenberg (Five9's CTO & Head of AI), about the groundbreaking concepts powering the next generation of contact center technology. Discover "Humantics," a revolutionary approach that places human intelligence at the core of AI development. Learn how Five9 is leveraging "Humantic Data," or data gathered from observing human agents to train and enhance their new AI Agents, creating a perfect synergy between human expertis…
Where should AI automation stop, and where does human judgment still matter most? In this CX Today interview, Nicole Willing speaks with Jonathan Rosenberg, Chief Technology Officer at Five9, about the role of human-in-the-loop design in AI-powered customer experience. Rosenberg explains why mature AI strategies should not treat human intervention as a failure or last resort. Instead, humans play a critical role in continuous learning, governance, high-risk decisions, and customer interactions where emotion, complexity, or value requires a human touch. The conversation explores why businesse…
Today’s episode of the Punk CX podcast features a discussion I recently had with Jonathan Rosenberg, who is the Chief Technology Officer and head of AI at Five9 (https://www.five9.com/) . Jonathan and I talk about why he believes CX is reaching a tipping point and what’s driving that, how things are likely to change for customers, agents, and businesses, what he’s seeing companies do well/right, as well as what to avoid in order to better harness the obvious potential of AI. This interview follows on from my recent interview – How Vodafone, Rabobank and others are driving meaningful result…
In this #Zkast, Jonathan Rosenberg, CTO and Head of #AI for Five9, shares his predictions for 2030 for the CX industry.
Dave talks to Jonathan Rosenberg (Five9 CTO) about the future of AI and CX at the Five9 CX Summit in Barcelona.
Interested in being a guest? Email us at [email protected] (https://www.buzzsprout.com/2228835/fan_mail/new) What if ...
What if your next #customerservice call could be a source of joy rather than frustration? Join us for an enlightening conversation with Jonathan Rosenberg, the trailblazing CTO and head of #AI at Five9, on his journey from pioneering SIP to spearheading innovation at Cisco, Skype, and now Five9. We delve into the transformative power of generative AI in reshaping the #contactcenter industry, turning traditionally challenging customer interactions into seamless and personalized engagements. Learn how Five9 is harnessing the prowess of AI to create customer experiences that resonate with satisfa…
In this #Zkast, I sit down with the esteemed Jonathan Rosenberg, CTO and head of #AI and @five9 at the recent #SaaStr event. He and I talk about software evolution, what customers want, and what the #SaaS vendors need to provide. Rosenberg also delves into the #AI topic and how #Five9 is using it to change the software game For more on Five9, visit: https://www.five9.com/
In this AnalystANGLE episode, Shelly Kramer, managing director and principal analyst at theCUBE Research, sits down with Five9 CTO and Head of AI, Jonathan Rosenberg, for a conversation about how generative AI will help not only reimagine the contact center but also completely reorient the business around the customer, serving their needs in a personalized, efficient manner. You know: exactly where it should be! Check out the latest from theCUBE, including upcoming tech events https://www.thecube.net/ Jonathan shares his passion for "reclaiming customer experience" and addressing the reality…
Episode Summary: In this episode, Maribel Lopez speaks with Five9’s CTO and Head of AI Jonathan Rosenberg on AI’s potential in the Customer Experience (CX) and Contact Center as a Service (CcaaS) space. Currently, customers are often unsatisfied with chatbot communication services at contact centers. However, AI’s increasing generative capabilities show potential for exciting future applications. Key Themes: Maribel and Jonathan begin by discussing the current state of AI in CcaaS, and how many customers are unsatisfied with their experiences with automated calls. Contact centers have long…
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