Genesys Launches Advanced Agentic AI at Xperience 2025

Genesys has launched its new advanced agentic AI capabilities at Xperience 2025.

The updates to the Genesys Cloud platform introduce greater autonomy, contextual awareness, and support for Agent2Agent Collaboration and Model Context Protocol.

The launch comes as businesses shift from service delivery to experience-driven models, where consistent, personalised and outcome-focused interactions are becoming central to success.

Olivier Jouve, chief product officer at Genesys, said, “The latest Genesys Cloud innovations reflect our commitment to delivering responsible agentic AI built to meet complex enterprise requirements.

As organisations work to unify fragmented workflows, Genesys is providing a foundation where intelligent agents, automation and real-time data come together securely to drive faster resolutions, deeper personalisation and operational efficiency throughout the business.”

Yet, a recent Genesys survey found that more than a third of CX leaders lack formal AI governance policies, highlighting the risks of adopting increasingly independent AI without clear safeguards.

Genesys addresses this through Copilots and Virtual Agents, guided by Genesys Cloud AI. Supporting this is the Genesys Cloud Event Data Platform, which delivers real-time, journey-aware insights alongside Genesys Cloud Journey Management to provide visibility into customer behaviour across touchpoints.

For employees, Genesys Cloud Copilots is said to offer role-based AI assistance across the contact centre. Accessible through a conversational interface, they automate tasks, provide real-time guidance, flag risks and surface insights.

For customers, enhanced Genesys Cloud Virtual Agents deliver more natural conversations through expanded language support, improved natural language processing, and real-time performance dashboards.

Reviewed by: Rachael Trickey