Genesys, a global cloud leader in AI-powered experience orchestration, has announced a strategic partnership with Scaled Cognition, an innovative AI research lab developing large action models (LAMs) tailored for customer experience (CX) and enterprise workflows. The collaboration aims to strengthen the reliability, accuracy, and trustworthiness of agentic AI systems used across industries.
Built on the Genesys Cloud™ platform, the partnership combines Genesys’ experience orchestration expertise with Scaled Cognition’s LAM-based AI innovation, enabling enterprises to deploy autonomous agents with stronger governance, transparency, and precision. In addition to the collaboration, Genesys has invested in Scaled Cognition to accelerate joint innovation and support the company’s continued growth.
By combining Scaled Cognition’s advanced AI with the Genesys Cloud platform, businesses can create virtual agents that handle complex tasks reliably, work smoothly alongside human teams, and follow compliance and policy rules with ease.
The Scaled Cognition Agentic Pretrained Transformer (APT-1) represents a significant leap forward from traditional large language models (LLMs). Designed to eliminate hallucinations and maintain alignment with enterprise rules, APT-1 helps organizations transform complex business actions into predictable and transparent outcomes that meet internal and customer standards.
“Trust, reliability and performance are essential for organizations to embrace agentic AI,” said Olivier Jouve, Chief Product Officer at Genesys. “Our partnership with Scaled Cognition reinforces our commitment to leading the industry into the agentic era with systems that drive customer loyalty and increase operating efficiency. Together, we’re helping organizations harness agentic AI to orchestrate customer experiences with the responsibility, governance and scale they need to succeed.”
Echoing this sentiment, Dan Roth, CEO of Scaled Cognition, said, “Our partnership with Genesys marks an important evolution in customer experience, one of the most rapidly advancing and exciting areas of AI innovation. Together, we’re combining the trust and global reach of Genesys with Scaled Cognition’s specialized LAMs that are engineered for reliability and precision in enterprise CX. Our shared mission is to deliver trusted, transformative experiences that safeguard brand equity and help organizations worldwide realize the full potential of agentic AI.”
This collaboration builds upon the Genesys Cloud™ AI Studio and its AI Guides, introduced earlier this year, which allow enterprises to design, deploy, and manage semi-autonomous AI agents without the need for coding. These features enable organizations to leverage AI responsibly—aligning with corporate policies, brand values, and regulatory requirements.
Scaled Cognition’s LAM technology complements these capabilities with its unique agentic AI architecture, designed for decision-making and action-taking rather than text prediction. Together, the two companies aim to deepen the reliability and scalability of AI-powered virtual agents, setting a new benchmark for agentic CX orchestration.
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