Welcome to the era of agentic AI. Executives are debating its potential. Vendors are racing to define it. And teams across industries are trying to figure out what it really means for their business today, not in the far-off future.

The momentum of agentic AI is building. While it’s still in its early days, the excitement is impossible to ignore. And the potential to redefine how work gets done is becoming clearer every day.

But with all the buzz, it’s fair to ask: What does “agentic” really mean — and why should customer experience (CX) leaders care?

Here’s the simple answer: Agentic AI doesn’t just respond; it acts. It understands intent, makes decisions and takes the next step toward a goal — without constant human input. As businesses explore this shift, strong guardrails are essential to ensure trust, reduce risk and maintain control.

This is a significant evolution from how most companies use artificial intelligence (AI) today, which follows static rules or rigid scripts. Agentic AI adapts in real time, choosing the best action based on context, goals and desired outcomes.

Imagine this example: Ask a general-purpose chatbot for help choosing a fitness tracker, and it might respond based on historical internet data. That’s useful but not always up to date or relevant to you. An AI agent, on the other hand, could do more, such as checking what’s in stock right now, applying any loyalty discounts you might be eligible for and recommending the best available option based on your budget.

That type of coordination happens because agentic AI uses a large language model (LLM) as a central “brain,” orchestrating various tools and agents across systems. It’s not just smart — it’s goal-driven, adaptive and connected to action.

From streamlining internal operations to transforming how businesses engage with people, agentic AI is poised to reshape both the employee experience and the customer experience.

But while the promise is clear, the path forward isn’t always.

Enter the Levels of Experience Orchestration

Genesys developed the the Levels of Experience Orchestration as a simple framework to help organizations navigate this transformation. It outlines a path to help companies understand the broader AI journey; see what’s possible; and take the next steps to modernize their customer experiences, drive more value and deliver more connected experiences.

Figure 1. The Levels of Experience Orchestration

Today, Genesys announces our first agentic capabilities and steps into Level 4 with the announcement of Genesys Cloud™ AI Studio and Genesys Cloud AI Guides. With this launch, AI evolves from simple execution to intelligent problem-solving. At this stage, semi-autonomous systems are configured around specific objectives; using reasoning, planning and memory to figure out how best to accomplish goals while still operating within clearly defined boundaries to meet compliance and policy requirements.

And this is just the beginning. These capabilities set the stage for Level 5, where agentic AI becomes fully autonomous — able to independently plan, decide and act to deliver hyperpersonalized experiences at scale.

If that sounds like a big leap — it is. So how do you begin building, testing and managing agentic AI responsibly and with speed today?

This Is Where Genesys Cloud AI Studio and AI Guides Come In

Genesys Cloud AI Studio: Your Central AI Workbench

Genesys Cloud AI Studio is the centralized place to design, test and deploy AI across the customer journey. It gives businesses and technical teams what they need to create intelligent, orchestrated experiences.

As the command center for AI within the Genesys Cloud platform, Genesys Cloud AI Studio streamlines how organizations build, manage and scale agentic use cases. With intuitive, enterprise-ready tools and built-in guardrails, teams can move faster — while delivering smarter, more personalized customer interactions.

Figure 2. Create AI Guides from a prompt: Quickly generate procedural guides by simply describing your objective — AI builds the steps for you.

Genesys Cloud AI Guides: From Instructions to Intelligent Action

AI Guides is the first capability within Genesys Cloud AI Studio, empowering organizations to embrace the future of agentic powered CX with confidence.

Using a simple no-code interface, CX teams can quickly build and deploy intelligent virtual agents that act within business-defined boundaries — enabling safe, brand-aligned and compliant interactions, even in complex, multistep scenarios.

Ai studio guides thumbnail

No scripting. No logic trees. Just describe goals in plain language or upload existing process documentation.

AI Guides turn instructions, as shown in Figure 2, into dynamic workflows that virtual agents can understand and execute — intelligently and with more autonomy.

Figure 3. Preview and test your flows: Define and review flows, test logic and preview the customer experience — all before going live.

Imagine handing your virtual agent the same playbook you’d give your top-performing employee and knowing it can deliver with consistency and intelligence. That’s the power of AI Guides.

Custom Conversation Summaries: Your Brand, Your Format

The next capability that’s coming very soon in Genesys Cloud AI Studio will be Genesys Cloud Custom Conversation Summaries, which will give you full control over how AI summarizes interactions — tailored to reflect your unique brand voice, formatting preferences and compliance needs. Custom Conversation Summaries is a powerful way to standardize insights and drive efficiency without sacrificing quality or oversight.

Built Fast. Deployed Smart. Scaled Safely.

AI is on every roadmap, but many CX leaders are still held back by resource limitations, governance concerns or rigid tools. Genesys Cloud AI Studio and AI Guides are designed to remove these blockers.

These tools make it possible for business users to build and scale AI securely, flexibly and without reliance on developers or IT teams.

How You Can Move Faster — with Confidence

Putting AI in the Hands of CX Teams

With AI Guides, CX teams no longer have to wait months for developer resources. They can quickly build and update intelligent virtual agents using everyday language or existing process documentation — no code required.

  • Design once, deploy anywhere: Create exceptional experiences once — and reuse them across virtual agents, copilots, and more. AI Guides enable consistency across every channel and every step of the customer journey.
  • Connect front, middle and back office: Virtual agents built with AI Guides can become powerful orchestrators, triggering workflows, pulling in real-time data and connecting departments across your organization.
  • Maintain control — from fixed to fully adaptive: You don’t have to choose between rigid scripts or open-ended AI. With AI Guides, you can combine deterministic logic with agentic adaptability, giving you precision where you need it, and flexibility where it matters.
  • Stay secure with built-in guardrails: AI Guides include built-in controls to enable your virtual agents to act within approved boundaries to help protect your brand, meet compliance standards and keep interactions aligned with intent.

No More Hype — Just Actionable Innovation

Yes, agentic AI is a leap forward. And yes, the market is noisy. But with Genesys Cloud AI Studio, AI Guides and Custom Conversation Summaries, we’re making this future real, practical, extensible and safe.

It’s time to build what’s next.

See how you can take your customer experience to the next level with Genesys Cloud AI Studio and AI Guides.