# Voice AI in the Contact Center

> The market for AI that answers customer service calls has split into four camps: Salesforce bundling agents into its CRM, Replicant automating voice at enterprise scale, Rasa handing developers the toolkit, and Five9 turning its cloud contact center into an AI platform. This is a look at how each is approaching the same bet - that the routine support call no longer needs a person - and what the numbers say about who is actually winning.

## Achievements

- Salesforce reported resolving 84% of 380,000+ internal support interactions with Agentforce, escalating only 2% to humans.
- Replicant automates roughly 80% of common support requests (payments, order status) across 35+ languages.
- Rasa Open Source surpassed 10 million downloads, one of the most-used open conversational AI frameworks.
- Five9 reached $1.149B in FY2025 revenue with enterprise AI revenue up 41% year over year.

## Latest updates

- **2025-06** — Five9 launched Agentic CX autonomous voice AI agents to replace traditional IVR menus.
- **2025-05** — Salesforce introduced flexible Agentforce pricing at $0.10 per action; ~8,000 of 150,000+ customers adopted.
- **2026-01** — Five9 reported record FY2025 revenue of $1.149B, up 10%, with enterprise AI revenue up 41%.

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Published by YesPress — https://yespress.io
Last updated: 2026-08-07