Friday, February 13, 2026
Genesys®, a global cloud innovator in AI-powered experience orchestration, has introduced what it calls the industry’s first agentic virtual agent built on Large Action Models (LAMs) for enterprise customer experience (CX). This breakthrough enables businesses to autonomously manage and resolve customer requests from start to finish.
The new Genesys Cloud™ Agentic Virtual Agent goes beyond conversation. Instead of simply responding to queries, it understands customer objectives, determines appropriate next steps, and carries out complex actions across both front-office and back-office systems. As a result, organizations can move away from reactive self-service models toward fully autonomous, outcome-focused engagement that improves operational efficiency while reducing customer effort.
Self-service ambitions remain high across enterprises. However, confidence levels continue to lag. According to Gartner®, the average self-service success rate currently stands at only 22%, while nearly half of surveyed leaders rank improving self-service performance among their top three priorities for 2026. This gap highlights a pressing need for smarter automation.
Traditionally, many businesses adopted virtual agents powered by large language models (LLMs) to enhance conversational quality. Although LLMs improved dialogue flow, they were not built to manage multi-step workflows spanning multiple systems. Consequently, as complexity increases, breakdowns and inconsistent results often follow.
Genesys tackles this challenge by blending LAMs with enterprise-level orchestration and governance. Companies like M&T Bank, Banco Pichincha, a Fortune 500 healthcare firm, and a Fortune 50 North American retailer are already exploring this solution to modernize and streamline their operational automation.
Additionally, Genesys strengthened its innovation through a partnership with Scaled Cognition. The Genesys Cloud platform now incorporates Scaled Cognition’s APT-1 LAM, designed specifically for deterministic, action-based execution. This advancement reduces hallucinations and enhances trust in AI-driven automation.
Rather than forcing customers to navigate rigid menus or restart requests, the new virtual agent focuses on completing tasks seamlessly. It understands context and intent, enabling meaningful outcomes within a single interaction.
“Autonomy in customer experience only works when it’s built on trust, transparency and control,” said Olivier Jouve, chief product officer at Genesys. “With our LAM-powered Agentic Virtual Agent, we’re enabling AI to reason, plan and safely take action across systems. This gives organizations a responsible way to move beyond conversations and deliver consistent outcomes customers can rely on.”
With governance-first controls, explainability features, and future support for open standards like A2A and MCP, Genesys aims to scale reliable autonomous engagement across enterprises worldwide.
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