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Genesys has introduced the industry’s first agentic virtual agent built with large action models (LAMs) for enterprise customer experience (CX). Available in Genesys Cloud, this innovation shifts virtual agents from conversational support to autonomous, end-to-end resolution of customer requests, enabling outcome-driven operations at scale while maintaining enterprise-grade governance and trust.
Traditional virtual agents, often powered by large language models (LLMs), excel at natural conversation but struggle with multistep actions, system integrations, and dynamic customer needs. This frequently results in handoffs, repeated explanations, or incomplete resolutions. Genesys Cloud Agentic Virtual Agent overcomes these limitations by combining LAMs with Genesys’s orchestration layer, enabling agents to reason, plan, adapt, and complete tasks autonomously while preserving context and compliance.
The agentic virtual agent interprets customer goals, determines required actions, and executes workflows spanning CRM, billing, service operations, and other systems. It adapts in real time to changing conditions, eliminating rigid menus and dead ends. This delivers seamless, single-interaction resolutions that reduce customer effort and operational handoffs.
Genesys embeds action-level explainability, transparent decision paths, and continuous monitoring to ensure every step is auditable and aligned with policies. Through Genesys AI Studio, organizations customize guardrails, permissions, and behaviors to match regulatory and business requirements, supporting confident scaling without compromising oversight.
The integration of Scaled Cognition’s APT-1 LAM provides deterministic execution designed for real-world reliability over generative creativity. This foundation minimizes hallucinations, enforces policy adherence, and enables trustworthy automation across complex enterprise environments.
“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.”
“As enterprises push self-service further, the limits of scripted, turn-based interactions that can only support information exchange are becoming more apparent,” said Hayley Sutherland, research manager, conversational AI at IDC. “Resolving complex customer requests requires AI that can plan and execute multistep actions across systems, while remaining predictable and auditable. The focus of Genesys on combining autonomous execution with experience orchestration and governance reflects the direction the market needs to move to make self-service both more effective and trustworthy.”
“At DNB, delivering seamless, trustworthy customer experiences at scale is a strategic priority,” said Trond Prestø, head of customer care at DNB. “We see agentic AI as an important next step in self-service by allowing us to resolve customer needs at scale. The way Genesys Cloud approaches autonomous virtual agents, with built-in controls and governance, aligns with how we think about responsibly modernizing services while improving efficiency and consistency.”
“In the enterprise, 80% accurate is 100% useless for automation,” said Dan Roth, co-founder and CEO of Scaled Cognition. “LLMs are mainly designed to generate text, not execute tasks—and in the real world, that gap leads to hallucinations and policy drift. The foundation of trustworthy automation is super-reliability, not super-intelligence. By combining our Large Action Models with the governance of Genesys Cloud, we will deliver a more reliable AI stack for enterprises around the world.”
Genesys Cloud Agentic Virtual Agent powered by large action models is expected to be generally available globally in the first quarter of the company’s fiscal year 2027 (February 1, 2026–April 30, 2026).
About Genesys
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. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.
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