Zingtree + Five9: Orchestrating Complex CX in Regulated Industries

Scaling AI Safely in Highly Regulated Industries

Five9, the intelligent cloud contact center, delivers end-to-end digital engagement, analytics, workforce optimization, and AI and automation to help organizations create hyperpersonalized and effortless customer experiences that drive resolution.

That focus on resolution is increasingly critical, as a recent survey from Five9 of 400+ global CX leaders reveals that above all else, customers value accuracy (66%) and fast resolution (60%) most. 

These data points reframe the AI conversation for contact centers, where LLMs and Agentic AI must deliver more than self-service or deflection. AI must drive greater accuracy, faster speed, and optimized first contact resolution across both customer self-service and agent interactions. 

In high-risk CX environments and regulated industries, accuracy and consistency aren’t just CX metrics; they’re compliance requirements.

That’s where Zingtree comes in.

Why Complex, High-Risk CX Thrives with Five9 + Zingtree

Speed and automation without accuracy or auditability only create problems downstream… and in high-risk CX environments such as Healthcare, Insurance, and Financial Services, those errors can cost millions.

Scaling AI safely requires governance and guardrails. With Zingtree, AI can be safely deployed that follows defined rules, understands business logic, and has customer and situational context. When these guardrails are layered together, the AI output variance can be narrowed to mitigate hallucination risk. 

With Zingtree’s agentic workflow orchestration platform integrated into Five9, contact center teams can level up their:

• Guided agent resolutions: Turn complex issues into clear, step-by-step scripts and decision trees that guide agents through complex interactions. 
• Context inside Five9: Use data from Five9 and backend systems to adapt workflows, route cases, and trigger next-best actions. 
• Compliance control: Apply business rules and guardrails that ensure every resolution follows policy and is fully auditable. 
• Agentic guidance: Give every agent a “co-pilot” inside Five9. Interpret ticket data, apply decision logic, and summarize knowledge from backend systems.

Self-service deflection: Publish the same logic used by your agents to self-service, so customers can resolve issues on their own without chatbots.

Healthcare Case Study: Patient Scheduling

One of the largest healthcare systems in the U.S. needed to improve the high-volume process of how agents scheduled patients and coordinated care across multiple clinics. Critical to their evaluation was an AI provider that gave them full visibility and control over AI output, and a solution that seamlessly integrated into their CCaaS platform, Five9.

Their patient scheduling challenge:

• Varied Diagnostic and care flows across providers and systems
• Manual workflows caused delays and inconsistent outcomes
• Compliance risks from skipped verification steps

With Zingtree integrated into Five9, they were able to:

• Enforce accurate next steps and escalation triggers via embedded clinical logic
• Deliver consistent outcomes across agents through step-by-step intake and routing
• Ensure every patient interaction stayed compliant with HIPAA and internal rules
• Improve speed, traceability, and safety across patient data access by ensuring every interaction is logged and auditable

Five9 + Zingtree: Better Together

Zingtree adds structured, step-by-step workflows inside Five9 so contact center agents can navigate and resolve complex issues faster during the first contact, and customers have access to more powerful and effective self-service solutions. Each workflow defines the exact steps, logic, and decisions for the issue at hand, such as verifying identity, checking eligibility, processing a claim or refund, or troubleshooting an error.

Whether you’re a Five9 customer looking to enhance workflow capabilities with Zingtree, or you’re a Zingtree customer exploring a CCaaS switch to Five9, we can help you navigate that journey!