Key Highlights

● Five9 published its 2026 Consumer CX Report on 14 October 2026, polling 3,000 consumers.

● Trust in AI service rises from 26 to 55 per cent when humans are reachable.

● Second-quarter revenue was $312.4 million, up 10.3 per cent from a year earlier.

● 92 per cent would allow an AI under ten minutes before seeking a human.

The latest announcement

Five9, Inc. (NASDAQ:FIVN), a provider of cloud contact-centre software, published its 2026 Consumer CX Report on 14 October 2026. The research polled 3,000 consumers in the United States, United Kingdom and Germany in April 2026. Its central finding is that trust in artificial intelligence for resolving service issues rises from 26 per cent when no human option exists to 55 per cent when one can be reached.

The report is marketing research commissioned by the company rather than a financial disclosure, and it contains no new financial information.

What the survey says

Among respondents, 47 per cent found AI useful in customer service, although only 20 per cent used it most of the time or always. Some 71 per cent said it was very or extremely important to know they were dealing with an AI agent, and 92 per cent would give an AI less than ten minutes before asking for a human. The most common reason for abandoning AI, cited by 46 per cent, was repeated misunderstanding.

About a third had to repeat information after escalation to a person, and four in ten said they were less likely to use a company that relies on AI for service. These findings frame the problem Five9 says its platform addresses, namely blending automation with accessible human agents. Attitudes varied by group: 52 per cent of Germans, 46 per cent of British and 44 per cent of American respondents found AI useful, while only 10 per cent of Generation Z said AI offered no service benefit, against 55 per cent of the Silent Generation.

Reported financial position

The latest reported quarter, ended 30 June 2026, showed revenue of $312.4 million, up 10.3 per cent from $283.3 million a year earlier. Net income was $3.4 million, compared with $1.2 million, or $0.04 per diluted share.

The growth rate is moderate for a software group, and the thin net margin suggests profit remains sensitive to expenses.

Inducement grants and workplace recognition

On 13 October, the company announced restricted stock unit grants covering 93,116 shares to five new non-executive employees under its 2026 Inducement Equity Incentive Plan. The grants vest over about three years from September 2027.

Separately, Fortune and Great Place To Work named Five9 to a 2026 list of best workplaces in technology on 15 October.

Survey themes and a thin profit margin

Revenue growth of 10.3 per cent and net income of $3.4 million on $312.4 million of revenue form the financial backdrop to a survey whose central finding is that trust in AI service rises from 26 per cent to 55 per cent when a person is within reach.