Genesys Launches Autonomous AI Agents to Enhance CX Orchestration

Today at Xperience 2025, Genesys®, a global cloud leader in AI-Powered Experience Orchestration, unveiled advanced agentic AI agents for the Genesys Cloud™ platform to help organizations orchestrate customer and employee experiences across enterprise platforms and teams. Enhancements to Genesys Cloud Copilots and Genesys Cloud Virtual Agents will enable greater autonomy, contextual awareness and built-in support for Agent2Agent Collaboration (A2A) and Model Context Protocol (MCP). These capabilities empower AI agents to operate within trusted enterprise guardrails and accelerate readiness for responsible agentic orchestration at scale.

Businesses are moving from a service to an experience economy, where success depends on consistent, personalized, outcome-driven interactions. This shift is fueling demand for autonomous AI. Yet, a recent Genesys survey found over a third of CX leaders cited lacking formal AI governance policies. This lack can expose organizations to risks as AI becomes more independent.

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Genesys addresses this with Copilots and Virtual Agents underpinned by Genesys Cloud AI Guides. These capabilities are designed to deliver semi-autonomous agentic AI that works responsibly with people and other AI agents to orchestrate experiences that can drive efficiency and customer loyalty. Expanding the Genesys Cloud platform’s conversational, generative and predictive AI innovations will offer enterprises critical capabilities that will help them progress toward universal agentic orchestration while maintaining trust and control.

With native interoperability for A2A and MCP, organizations can use Copilots and Virtual Agent to trigger workflows, maintain context and drive coordinated actions across ecosystems and enterprise systems without the need for complex integrations. Powering these capabilities is the Genesys Cloud Event Data Platform (EDP), which brings data and analytics closer to customer interactions.

Unlike platforms that rely on fragmented third-party data, EDP helps deliver real-time, journey-aware insights at the source. This works alongside Genesys Cloud Journey Management to give organizations visibility into how customers move across touchpoints, enabling them to pinpoint what’s working, address gaps and improve experiences through deepened personalization and stronger outcomes.

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Expanded Genesys Cloud Copilots Empower Employees with Role-Based AI Agents

Genesys Cloud Copilots are AI agents designed for the contact center employee — from frontline customer service representatives and supervisors to administrators and business leaders. Delivered through a natural, conversational interface, each copilot can augment employee performance, automate routine tasks and speed resolution times. Employees gain real-time guidance and insights to solve problems, detect anomalies and identify risk.

Powered by modular AI Skills, these copilots operate semi-autonomously, making decisions and acting based on real-time context, user intent and enterprise permissions. AI Skills, built in Genesys Cloud AI Studio, are extensible and adaptable, helping organizations:

• Push relevant data and automate steps in complex workflows.
• Flag risks before escalation.
• Free teams to focus on high-impact work.

Analytics Explorer, the first AI Skill that will be released at launch of the advanced Genesys Copilot suite, provides historical and real-time data to help lower the barrier to insights and accelerate decision-making. It offers users support on configuration and setup, as well as access to performance metrics, agent activity and trends in natural language.

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Enhanced Virtual Agents Unlock Agentic-Driven Customer Engagement

Building on Genesys Cloud AI Studio and AI Guides, Genesys has activated powerful new capabilities within its customer-facing Virtual Agent. Organizations can now deliver rich conversations that help improve customer satisfaction and operational efficiency through faster resolutions, broader language support and more natural interactions. Highlights include:

• 10-plus new languages for consistent, localized experiences.
• Enhanced natural language processing with fine-tuned large language model for slot collection to better capture key details, like names dates or account numbers.
• Real-time performance dashboard allows for instant visibility into Virtual Agent trends, issues and impact.

Additional features planned for release by the end of the fiscal year include intent switching, AI-generated summaries, and Knowledge 3.0, which Genesys anticipates will enable Agentic Virtual Agent to provide even faster, more tailored support at scale. This will allow organizations to streamline conversations, expand automation and dynamically adapt to customer needs.

Commenting on the innovations:

• “At ESPN, we pride ourselves on being with our fans anytime, anywhere. With Genesys Cloud as our experience orchestration platform, we see enormous opportunity to reimagine fan engagement, from using bespoke virtual agents for fantasy streaming to dynamic copilots that help our agents personalize conversations,” said Douglas Kramon, head of customer care and fan support, ESPN and ESPN BET. “Having a trusted partner with AI built into the system and tools like Genesys Cloud AI Studio is essential, and it will ultimately enable us to more easily unlock agentic-driven experiences in the future that strengthen fan loyalty in new ways.”

• “Operationalizing agentic AI will be a major undertaking for many organizations due to fragmented data, siloed systems and insufficient governance. The latest Genesys Cloud capabilities have the potential to help customers address these challenges by enabling intelligent agents to act with autonomy and context across the enterprise,” said Hayley Sutherland, research manager of conversational AI at IDC. “With built-in guardrails and AI orchestration, Genesys is providing foundational capabilities to help businesses unlock the potential of AI-driven experiences without sacrificing trust, control or performance.”

• “CX may start in the contact center, but it doesn’t end there — it spans every touchpoint across the enterprise,” said Olivier Jouve, chief product officer at Genesys. “The latest Genesys Cloud innovations reflect our commitment to delivering responsible agentic AI built to meet complex enterprise requirements. As organizations work to unify fragmented workflows, Genesys is providing a foundation where intelligent agents, automation and real-time data come together securely to drive faster resolutions, deeper personalization and operational efficiency throughout the business.”

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Source – businesswire