Is Five9 Genius AI HIPAA compliant?
Five9 signs a Business Associate Agreement with its customers, which HIPAA requires before a vendor handles patient data for you. Once it's signed, you can use Five9 Genius AI with patient data within the BAA's scope; whether your use is compliant still depends on your setup and your own policies. Five9 doesn't say whether the BAA covers its AI features.
Does Five9 Genius AI sign a BAA?
Yes, it signs a BAA
Five9 publishes a customer BAA that forms part of its master services agreement for customers who are HIPAA covered entities or business associates. No Five9 page says whether its Genius AI and GenAI features are covered.
Not confirmed for the AI features: Five9 doesn’t say whether its BAA covers Genius AI (GenAI Studio, AI agents / IVA, Agent Assist, AI summaries). Get that in writing before using it with patient data.
- Business associate
- Five9
- Tool
- Five9 Genius AI
- Plans with a BAA
- Five9 MSA customers (covered entities and business associates)
- Checked
By plan
| Plan | BAA | How to get it | Conditions |
|---|---|---|---|
| Five9 MSA customers (covered entities and business associates) | Signs a BAA | Included in the termsprivacy@five9.com | The customer BAA forms part of the Five9 MSA, or a reseller's pass-through terms, and takes effect with that agreement when the customer handles PHI. Five9 stays responsible for subcontractors, which must accept equivalent terms. HIPAA questions go to privacy@five9.com.[1],[2] |
Are the AI features covered?
Vendors often sign a BAA for the core product but leave some AI features out. Here is what Five9 says about each one.
| AI feature | Under the BAA | Details |
|---|---|---|
| Genius AI (GenAI Studio, AI agents / IVA, Agent Assist, AI summaries) | Not stated | The BAA ties PHI use to the Agreement and service orders and carves out no AI features. No Five9 page names which AI features or LLM providers it covers.[1],[2],[3] |
Sources
- Customer Business Associate Agreement
- HIPAA Compliance at Five9
- What is Five9 Genius AI?
- Five9 Trust Center
A signed BAA is necessary but not sufficient for HIPAA compliance, which also depends on configuration, access controls, and your own policies. Verdicts summarize the vendor's own published terms as of the date checked; confirm with the vendor and your counsel before sending protected health information. Not legal advice.