The new Genesys Cloud Virtual Agent responsibly promotes the evolution of artificial intelligence from simple conversation to autonomous action, enabling results-oriented operations and elevating the customer experience at scale.
THE GenesysGenesys®, a global leader in cloud-based AI-powered experience orchestration, announces the industry's first agentic virtual agent, built with Large Action Models (LAMs) for enterprise customer experience (CX), enabling autonomous, end-to-end resolution of customer requests. The new Genesys Cloud™ Agentic Virtual Agent understands customer objectives, defines next steps, and executes complex actions across front- and back-office systems and teams. The launch marks the transition from reactive self-service to autonomous, results-driven engagement, reducing effort, improving operational efficiency, and reliably scaling across the enterprise.
Currently, ambitions surrounding bot-based self-service are high, but the level of trust remains low. According to a Gartner® report, “the average success rate of self-service is only 22%. Forty-six percent of leaders surveyed indicated that increasing self-service success is one of their top three priorities for 2026.” [i]
The challenge is that most automation solutions were not designed to reflect how people want to interact or how companies manage work. Many organizations have adopted virtual agents based on Large Language Models (LLMs) because they significantly improve the quality of conversations. However, LLM-based virtual agents were not designed to execute multi-step workflows involving different systems or to handle changes in customer needs, resulting in inconsistent outputs or failures as complexity increases.
O Genesys Cloud Agentic Virtual Agent It closes this gap by combining LAMs with enterprise-level orchestration and governance, enabling autonomous, secure, and scalable resolution. Several leading organizations, including M&T Bank, Banco Pichincha, a Fortune 500 global healthcare company, and a major Fortune 50 US retailer, are already exploring this new capability to advance automation and improve how customer requests are resolved in their operations.
Acting as the central orchestration layer for autonomous work in customer service, these smarter virtual agents are able to advance workflows across CRM, billing, service operations, and other enterprise systems, adapting as conditions change. Integrated safeguards, unified data, and transparent decision trails help ensure that every action remains explainable, policy-aligned, and predictable.
These capabilities are enhanced by the recent partnership between Genesys and Scaled Cognition. The Genesys Cloud platform now utilizes Scaled Cognition's LAM APT-1, developed specifically for deterministic and action-based execution. This enables autonomous AI capable of acting responsibly in corporate operations, allowing companies to guide requests to resolution, reduce hallucinations, and restore trust in self-service.
Customers will no longer need to navigate rigid menus or restart requests as issues become more complex. The interaction evolves from “finding the right answer” to “solving the problem.” The Genesys Cloud virtual agent, powered by LAMs, understands the customer’s context and intent to securely drive real results in a single, seamless interaction, reducing dead ends, repeated explanations, and unnecessary transfers.
“Autonomy in customer experience only works when it’s built on trust, transparency, and control,” says Olivier Jouve, Chief Product Officer at Genesys. “With our Agentic Virtual Agent powered by LAMs, we’re enabling AI to reason, plan, and execute actions securely across systems. This gives organizations a responsible way to move beyond conversations and deliver consistent results that customers can trust.”
The Genesys Cloud Agentic Virtual Agent extends the platform's governance-based approach from the design stage, with action-level explainability, auditability, and continuous learning. Through Genesys Cloud™ AI Studio, organizations can design, configure, and govern agentic virtual agents, defining safeguards, permissions, and behaviors aligned with their policies and requirements. This provides visibility into how decisions are made and executed, while the system enhances accuracy, containment, and orchestration, allowing companies to scale autonomous engagement without sacrificing oversight or compliance.
Genesys plans to expand the Genesys Cloud Agentic Virtual Agent through native support for open standards such as Agent-to-Agent (A2A) and Model Context Protocol (MCP), enabling secure collaboration with other AI agents and enterprise systems. This will allow organizations to orchestrate customer outcomes across multiple stages and different systems, maintaining shared context throughout interactions, with centralized governance, policy enforcement, and control.
Comments on the announcement:
- “As companies expand the use of self-service, the limitations of scripted, turn-based interactions, which only support the exchange of information, become increasingly evident,” says Hayley Sutherland, research manager for conversational AI at IDC. “Resolving complex customer requests requires AI capable of planning and executing actions across multiple stages within systems, while remaining predictable and auditable. Genesys” focus on combining autonomous execution with experience orchestration and governance reflects the direction the market needs to take to make self-service more effective and reliable.”
- “At DNB, delivering seamless and reliable customer experiences at scale is a strategic priority,” says Trond Prestø, Head of Customer Service at DNB. “We see agentic AI as an important next step in self-service, enabling the resolution of customer needs at scale. The way Genesys Cloud addresses autonomous virtual agents, with integrated controls and governance, aligns with our vision of modernizing services responsibly, while improving efficiency and consistency.”
- “In the corporate environment, 80% accuracy is useless 100% for automation,” emphasizes Dan Roth, co-founder and CEO of Scaled Cognition. “LLMs were primarily designed to generate text, not to perform tasks, and in the real world, this gap leads to hallucinations and policy deviations. The foundation of trustworthy automation is super-reliability, not super-intelligence. By combining our Large Action Models with Genesys Cloud governance, we will deliver a more trustworthy AI stack for enterprises worldwide.”
The Genesys Cloud Agentic Virtual Agent, powered by Large Action Models, is projected to be available globally in the first quarter of the company's fiscal year 2027 (February 1, 2026 to April 30, 2026).
Forward-looking statements
The statements contained in this press release that do not constitute historical or current facts are forward-looking statements and involve risks and uncertainties. Except as required by law, Genesys assumes no obligation to update or revise such forward-looking statements to reflect circumstances or events occurring after the date of this release.
About Genesys
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With active AI at its core, Genesys Cloud™ is the AI Experience Orchestration Platform that connects people, systems, data, and artificial intelligence across the enterprise. As a result, organizations can drive customer loyalty, growth, and retention, while increasing operational efficiency and strengthening collaboration between human and AI teams.
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