Agentic Index
Five9 vs Gnani.ai (2026)
Five9 last verified ·Gnani.ai last verified
Five9 and Gnani.ai come to voice agents from opposite ends. That verdict is the Agentic Index coverage score, graded from each vendor's own published materials.
Five9 is a cloud contact center platform, in market since 2001, whose Genius AI suite added Voice AI Agents in June 2026, with multi agent orchestration, a dial of trust that sets how far agents act on their own, and live agent handoff. It sells seat based subscriptions through sales, with AI agents priced on consumption. Gnani.ai, founded in Bengaluru in 2016, builds its own speech and language models and runs agents on them for banks, lenders, insurers, telecom operators and healthcare providers, quoting through sales. Five9 leans on its dial of trust and live handoff, and Gnani on owning the speech models underneath. Choose Five9 to add AI agents to a contact center platform, and Gnani for speech models you can also build on.
This comparison is published by Agentic Index, an independent agentic AI vendor research platform. Five9 and Gnani.ai are each graded against the same 14 capability Agentic Index taxonomy, from the vendor's own public materials under the Agentic Index verification standard, alongside 1,084 researched vendors. No vendor pays for placement and no vendor has reviewed this page. How this evidence is graded
Choose Five9 if
- You want AI agents inside the same platform that runs your human agents.
- A setting that controls how far agents act on their own, with live handoff, is how you will govern them.
- Testing agents before release is part of your process.
Choose Gnani.ai if
- Your engineers want the speech and language models as APIs, not only inside an agent.
- Deployment options and data residency are requirements in your market.
- Indian languages and financial services deployments match your customers.
| Feature | F Five9 |
G Gnani.ai |
|---|---|---|
| Action & orchestration | ||
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Integrations & Tool Calling Ability to connect agents to real systems through native integrations, OAuth-authenticated actions, custom tools, APIs, webhooks, or MCP-compatible tools. |
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Five9Integrations & Tool Calling Secure tool calling connects AI agents to enterprise systems to perform real-time actions such as authenticating customers, updating records, processing transactions and completing service tasks, which write to a system of record. The Agentic Experience Engine accesses data across systems, and multi-event triggers and business rules fire automation across applications. A joint solution with Google Cloud connects the Intelligent CX Platform to Gemini Enterprise and Vertex AI, and the platform ships pre-built CRM integrations covering Salesforce, ServiceNow, Microsoft Dynamics 365 and Zendesk with screen pop, click-to-dial and activity logging. Sourcefive9.com/news/news-releases/five9-launches-breakthrough-new-release-voice-ai-agents-power-next-generationread 2026-09-05 |
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Gnani.aiIntegrations & Tool Calling Agents act in outside systems through actions, including prebuilt CRM, ticketing, SMS and email actions, a Webex Contact Center integration, and custom actions that call any HTTP endpoint with GET, POST, PUT or DELETE and an Authorization header, so the agent can write to the customer's systems during a call. SourceGnani.ai, docs.gnani.ai Custom Integrations and Actionsread 2026-09-28 |
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Workflow Orchestration Ability to sequence, branch, retry, route, and combine deterministic workflow nodes with autonomous agent steps. |
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Five9Workflow Orchestration Five9's Voice AI Agents run on a harness that enables autonomous workflows through coordinated multi-agent orchestration, with specialized agents working together across complex, multi-step journeys instead of one model handling everything. The Agentic Experience Engine understands intent in real time, accesses data across systems and orchestrates personalized, goal-driven journeys, and the Agentic Voice Switch is a proprietary architecture that unifies speech, reasoning and voice generation natively in Five9's carrier-grade telephony. Data, knowledge and orchestration are shared across the whole CX platform, and multi-event triggers and business rules sequence work across applications. Sourcefive9.com/news/news-releases/five9-launches-breakthrough-new-release-voice-ai-agents-power-next-generationread 2026-09-05 |
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Gnani.aiWorkflow Orchestration Workforce builds multi agent voice workflows on a canvas, where specialized agents are joined by conditional edges from a trigger node and the transcript, extracted data and session context pass to the next agent. Agent Chaining adds decision nodes that branch on conditions and event nodes that transfer or end the call. SourceGnani.ai, docs.gnani.ai Creating a Workforce and Agent Chainingread 2026-09-28 |
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Triggers & Channel Coverage How agents wake up and where they work: schedules, webhooks, message events, CRM events, inbox events, chat, email, voice, and collaboration tools. |
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Five9Triggers & Channel Coverage Five9 covers voice, digital, chat and social messaging from one platform, and the Agentic Voice Switch is built natively into its own carrier-grade telephony. Work starts when a customer calls or messages, when multi-event triggers and business rules fire automation across applications, and through outbound campaigns and calling lists, with Web2Campaign shown in Five9's developer samples as a route for an external system to push records into a campaign. Voice AI Agents handle the spoken channel end to end and hand off to live agents with context intact. Sourcefive9.com/products/capabilities/conversational-generative-agentic-airead 2026-09-05 |
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Gnani.aiTriggers & Channel Coverage Agents handle inbound and outbound calls, and the Inya Workforce product runs across voice, chat, SMS and email. An inbound call from a customer's own callers starts the agent with no one prompting it, and each workforce starts from a trigger node. Gnani.ai does not describe scheduled campaigns or webhook starts. SourceGnani.ai, gnani.ai homepage, Inya Workforce page and docs.gnani.ai Creating a Workforceread 2026-09-28 |
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| Knowledge & context | ||
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Knowledge Grounding & RAG Ability to ground agent behavior in company data through document ingestion, retrieval, external knowledge APIs, semantic search, or RAG layers. |
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Five9Knowledge Grounding & RAG Five9's generative AI uses retrieval augmented generation to identify and summarize trusted answers from the customer's knowledge assets, so the agent answers from the enterprise's curated content rather than from model recall. Data, knowledge and orchestration are shared across the whole CX platform, so the same corpus serves self-service, agent assist and summarization. Five9 does not describe the index, refresh behavior, chunking or source level citation. Sourcefive9.com/products/capabilities/conversational-generative-agentic-airead 2026-09-05 |
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Gnani.aiKnowledge Grounding & RAG Knowledge bases hold uploaded PDF, Word, spreadsheet, CSV and text files and imported public web pages, are processed once content is added, and then serve any agent linked to them during calls. Content is refreshed by uploading new files or removing old ones, and the Platform API manages per agent FAQ entries. Gnani.ai does not describe the retrieval mechanism itself. SourceGnani.ai, docs.gnani.ai Creating a Knowledge Baseread 2026-09-28 |
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Memory & State Persistence Ability to persist context across a run, conversation, workflow, user, team, or longer-term memory layer. |
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Five9Memory & State Persistence Data, knowledge and orchestration are shared across the entire CX platform, the Agentic Experience Engine accesses data across systems to personalize a journey, and handoffs to human agents carry context so a customer does not restart. There is no persistent agent memory store with a set scope, lifetime or deletion control, and no memory product appears in the platform. Sourcefive9.com/products/capabilities/ai-agentsread 2026-09-05 |
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Gnani.aiMemory & State Persistence Within a call, a workforce passes the transcript, structured data extracted during the call and session context from one agent to the next. The agent has no store it reads across calls with a set scope and lifetime. SourceGnani.ai, docs.gnani.ai Creating a Workforceread 2026-09-28 |
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| Control & trust | ||
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Human Oversight & Guardrails Approval steps, consent checkpoints, escalation rules, structured guardrails, policy constraints, and pause/resume controls. |
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Five9Human Oversight & Guardrails The dial of trust lets a business set its agents anywhere from fully scripted, for regulated sectors such as banking and healthcare, up to high trust, where the model manages multi-step conversations and calls APIs on its own, so the operator chooses how much latitude the agent has. Around it sit built-in guardrails, LLM blinding so sensitive data is neither seen nor manipulated by the model, and workflow task verification, all part of an enterprise trust and governance layer that also includes automated post call AI evaluations. Handoff to a person is a context-rich warm handoff, with AI and human agents working on the same unified platform instead of a cold transfer. Sourcefive9.com/news/news-releases/five9-launches-breakthrough-new-release-voice-ai-agents-power-next-generationread 2026-09-05 |
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Gnani.aiHuman Oversight & Guardrails A transfer event hands the call to a human agent when conditions set in the flow are met, and a QA role must mark an agent ready for production before it ships, which gates the configuration, not individual agent actions. No person approves an agent action before it commits. Agent assist is a separate product that suggests responses to human staff. SourceGnani.ai, docs.gnani.ai Agent Chaining and Organizationsread 2026-09-28 |
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Security, Identity & Governance RBAC, SSO, auditability, encryption, least-privilege tool access, compliance posture, and data handling policy. |
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Five9Security, Identity & Governance A live trust center lists SOC 2 Type 2, ISO/IEC 27001:2022, ISO/IEC 27017:2015, PCI DSS v4.0.1, HIPAA, HITECH, Cyber Essentials, C5, the CSA STAR registry, TX-RAMP Level 2, CPNI, CCPA, CPRA and GDPR, with a DORA compliance report alongside. The SOC 2 Type 2 report, a HIPAA Type 1 attestation, the ISO 27001 and ISO 27017 certificates and the PCI DSS report are available through an access request, and completed SIG, CAIQ and HECVAT questionnaires are published for due diligence. Five9 is a Level 1 PCI DSS Service Provider that engages an independent QSA annually across all twelve requirements, and it operates as a HIPAA Business Associate. Multi-Factor Authentication and Audit Logging are named product security features, with Access Log Management, Least Privilege and Password Security under access control. Voice biometrics authenticates the calling consumer and is a product Five9 sells, not a control over the customer's own tenant. Sourcetrustcenter.five9.comread 2026-09-05 |
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Gnani.aiSecurity, Identity & Governance Access uses three fixed roles (Org Admin, Developer, QA), with agents private by default and shared read only or with edit rights, which only the creating developer can grant. Gnani.ai states it is SOC 2 certified and ISO 27001 certified, with GDPR, HIPAA and PCI-DSS compliance. There is no SSO or SAML, audit logs are marked coming soon, and no trust center or report is published. SourceGnani.ai, docs.gnani.ai Organizations and gnani.ai homepageread 2026-09-28 |
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Observability & Auditability Traces, logs, execution histories, metrics, audit events, and debugging detail for production agent behavior. |
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Five9Observability & Auditability Audit Logging is listed among the product security features alongside data security and multi-factor authentication, with Access Log Management under access control, so there is a record of who did what on the platform. AI Agent Studio is the environment to build, test, deploy and monitor Voice AI Agents, automated post-call AI evaluations leave an assessed record of every interaction, and workflow task verification confirms whether the agent completed what it undertook. Five9's reporting layer sits underneath, and its trust and governance layer gives regulated enterprises granular visibility and control. No per decision reasoning trace or tool call log for an individual agent run is published. Sourcetrustcenter.five9.comread 2026-09-05 |
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Gnani.aiObservability & Auditability Action Logs record each action the agent triggers during a conversation (CRM, email, SMS and custom API calls) with the trigger time, the payload sent, the response, the status code and the parameters, so a customer can see what the agent did on each call. The Platform API returns conversation logs and analytics. SourceGnani.ai, docs.gnani.ai Action Logs and Platform API introductionread 2026-09-28 |
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Deployment & Data Residency Deployment modes and options, including SaaS, dedicated cloud, VPC, on-prem, hybrid, local runtime, and self-hosting. |
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Five9Deployment & Data Residency Delivery is cloud only, serving more than 3,500 enterprises across 140-plus countries, with no self-hosted, on-premise or single-tenant option. The trust center carries a Data Center Colocations entry under infrastructure alongside business continuity and failover documentation, and the certification set includes region-specific schemes that apply where data is handled locally, C5 for Germany, Cyber Essentials for the United Kingdom, TX-RAMP Level 2 for Texas public bodies, and a DORA compliance report for EU financial entities. The data center detail sits behind the trust center's access request, and Five9 describes no way for a customer to choose or move its region. Sourcetrustcenter.five9.comread 2026-09-05 |
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Gnani.aiDeployment & Data Residency Deployment options are Cloud, Private Cloud, On-Premise and Air-Gapped, so a customer can run the stack in its own environment, and the speech to text API offers on premise deployment for data sovereignty. The privacy policy names no hosting region. SourceGnani.ai, gnani.ai homepage, Speech-to-Text API page and privacy policyread 2026-09-28 |
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| Solution readiness | ||
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Prebuilt Agents, Templates & Packs Ready-made workflows, packaged employees, templates, blueprints, industry solutions, and role-specific agents that reduce time-to-value. |
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Five9Prebuilt Agents, Templates & Packs A suite of prepackaged self-service applications and code-free tooling streamlines Intelligent Virtual Agent and AI Agent deployment, so a common use case ships ready to adopt, and AI Agent Studio covers what the packaged set does not. Whether the packaged set can be browsed is not stated. Sourcefive9.com/products/capabilities/ai-agentsread 2026-09-05 |
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Gnani.aiPrebuilt Agents, Templates & Packs Gnani.ai offers four ready made agents for separate jobs, a Restaurant Ordering Agent, a Hotel Concierge Agent, a Banking Collections Agent and the Neo Service Booking Agent, and prompt templates are offered as a starting point when an agent is created. SourceGnani.ai, gnani.ai Agents product page and docs.gnani.ai Creating Your First Agentread 2026-09-28 |
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| Platform extensibility | ||
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Model Flexibility & Routing Ability to work across multiple foundation models, route tasks to different models, or let buyers bring their own providers and keys. |
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Five9Model Flexibility & Routing Models are blended by Five9, not chosen by the customer. Data, knowledge and orchestration are shared across the CX platform, and the Google Cloud partnership integrates the Intelligent CX Platform with Gemini Enterprise and Vertex AI, so more than one model provider is in play, with the Agentic Voice Switch unifying speech, reasoning and voice generation across them and Five9 choosing the model. Customers get no model selector, routing policy or bring your own key path, and the dial of trust governs how much autonomy a model gets, not which model runs. Sourcefive9.com/news/news-releases/five9-launches-breakthrough-new-release-voice-ai-agents-power-next-generationread 2026-09-05 |
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Gnani.aiModel Flexibility & Routing Each agent's LLM is a provider and model setting, and the Get LLM Models endpoint lists Anthropic (Claude 3.5 Sonnet), OpenAI (GPT-4.1 mini, GPT-4o mini) and Gnani's own Pampa models. Customers choose among these third party providers, while Gnani's own speech models are fixed. SourceGnani.ai, docs.gnani.ai Get LLM Models and Creating Your First Agentread 2026-09-28 |
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APIs, SDKs & MCP Extensibility Composability layer: stable APIs, SDKs, MCP tool consumption/serving, custom tools, and integration into internal systems. |
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Five9APIs, SDKs & MCP Extensibility A Developer Program at five9.com/development offers comprehensive Cloud API documentation, a fully-featured sandbox, code samples on GitHub, dedicated developer support and early access to release previews for compatibility testing. Five9's GitHub organization, Five9DeveloperProgram, publishes working samples against the Agent and Supervisor REST API, the Configuration Web Services API, the CRM SDK, Click-to-Dial and Web2Campaign, and third-party client libraries build against a REST and WebSocket API at api.five9.com covering admin, supervisor and Studio endpoints. AI Agent Studio is the build, test, deploy and monitor environment for Voice AI Agents. The full API documentation and sandbox sit behind Developer Program membership, while the sample repositories are public. Sourcefive9.com/developmentread 2026-09-05 |
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Gnani.aiAPIs, SDKs & MCP Extensibility The Agent Builder Platform API at api.inya.ai/platform, authenticated with an x-api-key header, covers agents, agent configuration, per agent FAQ knowledge and conversations (call logs and analytics, by polling or webhook callbacks). The speech models are also sold as APIs with a Python SDK. SourceGnani.ai, docs.gnani.ai Platform API introductionread 2026-09-28 |
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Testing, Debugging & Optimization Testing, debugging, scoring, retries, fallbacks, quality gates, and optimization loops for improving agent workflows before and after deployment. |
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Five9Testing, Debugging & Optimization Automated post-call AI evaluations assess every completed interaction instead of a supervisor's sample, and workflow task verification confirms the agent actually completed the task it undertook, giving a readable result on the customer's own agent. AI Agent Studio is a unified environment to build, test, deploy and monitor Voice AI Agents before release, and Developer Program members get a full sandbox plus release previews to test against new versions before general availability. Five9 also reports that containment targets were exceeded across 100,000 calls in an early rollout. Sourcefive9.com/news/news-releases/five9-launches-breakthrough-new-release-voice-ai-agents-power-next-generationread 2026-09-05 |
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Gnani.aiTesting, Debugging & Optimization Agents are tested by hand in a chat window, a browser voice session and live test calls from whitelisted numbers, then tuned on temperature, prompt, transcriber and voice. There are no scored test cases, simulations or quality gates. The Inya Insights analytics product scores human agents' calls for coaching, not the voice agent. SourceGnani.ai, docs.gnani.ai Testing Your Agent and gnani.ai Inya Insights pageread 2026-09-28 |
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| Specialist automation | ||
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Browser & Computer Use Browser, desktop, or remote/local computer control for workflows that cannot be handled through stable APIs alone. |
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Five9Browser & Computer Use Agents act programmatically. Secure tool calling connects them to enterprise systems to authenticate customers, update records and process transactions, pre-built CRM integrations carry screen pop and activity logging into Salesforce, ServiceNow, Dynamics 365 and Zendesk, and the platform exposes REST and WebSocket APIs. Five9 agents work voice and digital CX channels through a carrier-grade telephony platform and do not control a browser, run hosted sessions or automate an interface. Sourcefive9.com/products/capabilities/ai-agentsread 2026-09-05 |
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Gnani.aiBrowser & Computer Use Agents work over telephony, chat, SMS and email and act through API actions, and they do not control a browser, desktop or computer. SourceGnani.ai, gnani.ai homepage and docs.gnani.ai Agent Builder pagesread 2026-09-28 |
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Pricing snapshot
Sourced from the Index pricing dataset · open each vendor's profile for full detail.
| Pricing | F Five9 |
G Gnani.ai |
|---|---|---|
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Entry price Lowest public entry point |
No rates are published. Five9 sells a per seat subscription through sales, with AI Agents and Voice AI Agents priced on consumption. | Not public. Pricing is quoted through enterprise sales. |
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Pricing confidence How public the numbers are |
Contact only | Contact only |
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Billing Primary billing axis |
Per seat subscription editions, plus consumption based usage for AI Agents and Voice AI Agents. | The billing unit is not published. |
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Variable cost Workload / overage exposure |
High variable cost | High variable cost |
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Free tier / trial Try before you buy |
No free tier
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No free tier
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Buying motion Self-serve vs sales call |
Sales call | Sales call |
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Pricing verified When this pricing was last checked |
Product updates
Newest first, each linked to its source.
Five9
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· Workflow orchestration
Five9 integrated its Agentic Quality Management (AQM) directly with Five9 Intelligent CX Routing.
Source
Gnani.ai
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· Workflow orchestration
The Prompt Engine in Gnani.ai's Agent Builder splits a voice agent's conversation into scenarios, each a self contained piece of the flow, joined by transitions set up in advance.
Source -
· Deployment / data residency
The agentic conversational platform from Gnani.ai is now live as a fully colocated stack in the US, Singapore, Japan and the UAE, with production voice conversations already running.
Source -
· Agent capability
Gnani.ai launched Artha, a sovereign enterprise AI stack that combines its new 30-billion-parameter open-weight foundational model, Evon v3.3, with the Plexus platform for AI agents.
Source
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