Genesys has unveiled advanced agentic AI enhancements for its Genesys Cloud platform at Xperience 2025, focusing on autonomous AI agents for customer and employee experience orchestration. These updates to Copilots and Virtual Agents introduce greater autonomy, contextual awareness, and support for Agent2Agent Collaboration (A2A) and Model Context Protocol (MCP), enabling secure, scalable AI deployment within enterprise guardrails.
As businesses shift to an experience-driven model, demand for autonomous AI grows, yet governance challenges persist. A recent Genesys survey revealed over a third of CX leaders lack formal AI policies, risking inefficiencies and trust issues. Genesys counters this with semi-autonomous Copilots and Virtual Agents, underpinned by AI Guides, to orchestrate experiences responsibly. "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. These innovations ensure AI works collaboratively with humans and systems, driving efficiency and loyalty.
Genesys Cloud Copilots, designed for contact center roles from agents to executives, deliver role-based AI through conversational interfaces. Powered by modular AI Skills built in Genesys Cloud AI Studio, they automate tasks, provide real-time guidance, and flag risks. Analytics Explorer, the first AI Skill launching with the suite, offers natural language access to performance metrics and trends, lowering barriers to insights. This enables employees to focus on high-impact work, with semi-autonomous decision-making based on context and permissions.
Virtual Agents now support richer interactions with 10+ new languages, fine-tuned NLP for accurate detail capture, and a real-time performance dashboard for monitoring trends. Upcoming features by fiscal year-end include intent switching, AI-generated summaries, and Knowledge 3.0 for faster, tailored support. "Operationalizing agentic AI will be a major undertaking... The latest Genesys Cloud capabilities have the potential to help customers address these challenges," said Hayley Sutherland, research manager of conversational AI at IDC. These enhancements streamline resolutions and expand automation across ecosystems.
The Genesys Cloud Event Data Platform (EDP) brings real-time, journey-aware analytics directly to interactions, complemented by Journey Management for visibility into customer touchpoints. Native A2A and MCP interoperability allows agents to trigger workflows and maintain context without complex integrations, unifying fragmented systems. At ESPN, this enables reimagined fan engagement, from virtual agents for fantasy streaming to dynamic Copilots for personalized conversations, as noted by Douglas Kramon, head of customer care and fan support.
Genesys’ agentic AI advancements position organizations to achieve universal orchestration while upholding trust and control. By integrating conversational, generative, and predictive AI, the platform fosters deeper personalization and operational efficiency, transforming CX across enterprises.
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration Platform that connects people, systems, data and AI across the enterprise.
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