Genesys, a global cloud leader in AI-powered experience orchestration, introduced the industry’s first agentic virtual agent built with large action models (LAMs) for enterprise customer experience. The new Genesys Cloud Agentic Virtual Agent autonomously resolves customer requests end-to-end by understanding goals, determining next steps, and executing complex actions across both front- and back-office systems. This launch signals a shift from reactive self-service toward outcome-driven, autonomous customer engagement that minimizes effort, enhances operational efficiency, and scales seamlessly across enterprises.

Currently, while expectations for bot-driven self-service remain high, confidence in achieving them is low. Gartner reports, “The average self-service success rate is just 22%. Forty-six percent of leaders surveyed indicated that increasing self-service success is a Top 3 priority for them in 2026.” This highlights the need for automation that aligns with both customer expectations and enterprise workflows.

AI Authority Trend: Is Genesys Cloud AI Becoming the New Standard for Enterprise CX?

Most organizations have adopted virtual agents based on large language models (LLMs) to improve conversational quality. However, LLMs were not designed for multistep workflows spanning multiple systems, often producing inconsistent results as complexity rises. In contrast, the Genesys Cloud Agentic Virtual Agent bridges this gap by combining LAMs with enterprise-grade orchestration and governance, enabling safe, autonomous resolution at scale. Leading organizations such as M&T Bank, Banco Pichincha, a Fortune 500 healthcare company, and a Fortune 50 North American retailer are already piloting the solution to enhance automation and improve customer request resolution.

These smarter agents act as a central orchestration layer, advancing workflows across CRM, billing, service operations, and other systems while adapting dynamically to changing conditions. Embedded guardrails, unified data, and transparent decision paths ensure every action is explainable, policy-aligned, and predictable.

This capability is further strengthened through the partnership between Genesys and Scaled Cognition, integrating the APT-1 LAM for deterministic, action-grounded execution. As a result, autonomous AI can responsibly act across enterprise operations, carry requests to resolution, reduce hallucinations, and restore confidence in self-service.

Customers now experience seamless interactions without rigid menus or repeated explanations. The agentic virtual agent focuses on “getting the job done” rather than merely “finding the right answer,” understanding context and intent to drive real outcomes in a single interaction.

Olivier Jouve, Chief Product Officer at Genesys, said, “Autonomy in customer experience only works when it’s built on trust, transparency and control. 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.”

AI Authority Trend: Genesys CX Strategies That Drive B2B Revenue Growth in 2025

Additional industry voices echoed the impact:

  • Hayley Sutherland, Research Manager, Conversational AI at IDC, commented, “Resolving complex customer requests requires AI that can plan and execute multistep actions across systems, while remaining predictable and auditable… Genesys’ focus reflects the direction the market needs to make self-service both more effective and trustworthy.”
  • Trond Prestø, Head of Customer Care at DNB, added, “We see agentic AI as an important next step in self-service… Genesys Cloud’s built-in controls and governance align with how we think about responsibly modernizing services while improving efficiency and consistency.”
  • Dan Roth, Co-Founder and CEO of Scaled Cognition, emphasized, “The foundation of trustworthy automation is super-reliability, not super-intelligence… Combining our Large Action Models with Genesys Cloud governance delivers a more reliable AI stack for enterprises worldwide.”

With plans to expand support for open standards like Agent-to-Agent (A2A) and Model Context Protocol (MCP), Genesys aims to enable secure collaboration between AI agents and enterprise systems, orchestrating multistep, cross-system customer outcomes while maintaining centralized governance, policy enforcement, and control.

AI Authority Trend: How To Transform Customer Engagement With Genesys AI

To share your insights, please write to us at info@intentamplify.com