Genesys Advances Enterprise CX with Autonomous AI Agents
At Xperience 2025, Genesys®, a global leader in AI-powered experience orchestration, launched autonomous AI agents for the Genesys Cloud™ platform. The new capabilities aim to help enterprises orchestrate customer and employee experiences across systems, delivering efficiency, personalization, and scale.
Genesys enhanced its Cloud Copilots and Virtual Agents with greater autonomy, contextual intelligence, and native support for Agent2Agent Collaboration (A2A) and Model Context Protocol (MCP). These features enable AI agents to act within enterprise guardrails, ensuring trust, governance, and readiness for responsible orchestration at scale.
Rising Demand for Autonomous AI in Enterprises
Organizations are shifting from service-driven models to an experience economy. Success now depends on personalized, outcome-focused interactions. This transition fuels the rising demand for autonomous AI. Yet, a Genesys survey revealed that one-third of CX leaders lack formal AI governance, creating potential risks as AI grows more independent.
To address this, Genesys introduced AI Guides within Cloud Copilots and Virtual Agents. These innovations deliver semi-autonomous, responsible AI that collaborates with employees and other agents. Enterprises can streamline operations, maintain customer trust, and achieve enterprise-wide orchestration with embedded governance.
With A2A and MCP integration, Genesys Cloud allows organizations to trigger workflows, share context, and coordinate actions seamlessly across ecosystems. The Genesys Cloud Event Data Platform (EDP) further strengthens this by delivering real-time, journey-aware insights directly at the source, unlike fragmented third-party systems.
Copilots Empower Employees with AI Skills
Genesys Cloud Copilots provide role-based AI agents for employees, from contact center staff to administrators. Through conversational interfaces, copilots automate tasks, speed resolutions, and guide employees in real time. Powered by modular AI Skills built in Genesys Cloud AI Studio, copilots operate semi-autonomously, making context-driven decisions while respecting enterprise rules.
At launch, the Analytics Explorer AI Skill will equip users with real-time and historical data. This feature simplifies access to insights, agent activity, and trends, enabling faster decision-making and improved performance.
Virtual Agents Drive Agentic Customer Engagement
The Genesys Cloud Virtual Agent has also gained enhanced features to deliver more natural, localized, and efficient conversations. Key updates include:
- Support for 10+ new languages.
- Advanced natural language processing for accurate detail capture.
- Real-time dashboards for visibility into performance trends.
Genesys plans further upgrades, including intent switching, AI-generated summaries, and Knowledge 3.0, designed to deliver faster, tailored support at scale. These innovations enable enterprises to expand automation, streamline conversations, and dynamically adapt to customer needs.
Industry Leaders on Genesys AI
Douglas Kramon, Head of Customer Care at ESPN, emphasized, “Genesys Cloud enables us to reimagine fan engagement with dynamic copilots and bespoke virtual agents.”
Hayley Sutherland, IDC Research Manager, noted, “With governance and orchestration guardrails, Genesys equips enterprises to scale AI-driven experiences responsibly.”
Olivier Jouve, Chief Product Officer at Genesys, added, “Our latest innovations unify fragmented workflows, delivering secure orchestration, deeper personalization, and operational efficiency across the enterprise.”
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News Source: Businesswire.com
