Jonathan Rosenberg

Chief Technology Officer and Head of AI, Five9

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.