Five9 has entered a definitive agreement to acquire Level AI, an AI-native customer-experience platform founded by former Amazon Alexa product leader Ashish Nagar. The transaction values Level AI at approximately $325 million and will be funded in cash from Five9’s balance sheet.
Level AI develops applications covering AI agents, agent assistance, quality management, customer-conversation analysis, employee coaching and automated workers. Its platform processes more than one billion customer interactions annually and serves enterprises including Gusto, Chime, Empyrean and VistaPrint.
The technology runs on Level AI Latitude, a family of proprietary models developed for customer conversations. Level AI says the models are designed to offer lower latency and cost than frontier models while giving enterprise customers greater control over privacy.
Five9 intends to offer the applications in two forms. Enterprises can deploy them as standalone products over existing on-premises or competing cloud contact-centre platforms. The applications will also become part of the AI layer within Five9’s Genius CX Platform.
The standalone approach allows Five9 to reach companies that want conversation intelligence and AI automation without immediately migrating their core contact-centre infrastructure. Five9 can subsequently offer those customers a broader platform transition.
The companies already have an operating relationship. Level AI’s applications have been available through Five9’s marketplace since 2022, reducing some of the integration uncertainty associated with bringing an unfamiliar product into the platform.
Five9 serves more than 4,000 customers across over 140 countries. The acquisition gives Level AI access to that distribution base while bringing its product and engineering team into a larger listed software provider. Nagar is expected to become part of the combined organisation.
Five9’s board unanimously approved the transaction. Closing is expected during the fourth quarter of 2026, subject to customary conditions. The company’s full-year guidance currently excludes any contribution from Level AI.
The deal represents a substantial exit for an enterprise-AI business led by an Indian-origin founder and expands consolidation in the customer-experience software market. Five9 is acquiring an operating product suite and customer base rather than only a model-development team.
