From Conversation to Resolution: Genesys Cloud Agentic Virtual Agent

Welcome to the next phase of customer experience (CX) automation, one where AI doesn’t just talk, but gets the work done. 

For years, organizations have invested heavily in self-service. And yet, despite real progress in conversational quality, outcomes have lagged behind ambition. According to Gartner^®, the average self-service success rate is just 22%, even as nearly half of CX leaders say improving self-service is a top three priority for 2026.^¹ 

The gap underscores a capability limitation rather than an effort issue. 

Most AI agents today are optimized for conversation, not outcomes. They can answer questions well, but struggle when requests require multistep actions, coordination across systems or adaptation as conditions change. As complexity increases, experiences break down, leading to dead ends, repeated explanations, and unnecessary handoffs. 

Today, Genesys is taking a decisive step to close that gap with the industry’s first Agentic Virtual Agent for enterprise CX. 

A New Way to Orchestrate Experiences 

Genesys Cloud™ Agentic Virtual Agent is the industry’s first agentic virtual agent for enterprise CX, powered by large action models (LAMs) and built to resolve customer requests end to end. 

Genesys Cloud Agentic Virtual Agent understands a customer’s goal, determines the next-best steps and safely executes actions across front- and back-office systems, all within a single, seamless interaction. This marks a shift from reactive self-service to autonomous, outcome-driven engagement. And it’s designed to reduce customer effort, improve operational efficiency and scale reliably across the enterprise. 

This isn’t just a smarter chatbot. It’s a new way to orchestrate customer work.  

In practice, this means a virtual agent that can complete the same multistep request a trained service agent would, without transferring the customer or stopping at an answer. 

Why Conversation Alone Isn’t Enough 

Large language models (LLMs) have dramatically improved how virtual agents communicate. They’re more natural, more flexible and more engaging than the scripted bots of the past. 

But LLMs weren’t designed to execute actions predictably and consistently under enterprise controls. 

They struggle with deterministic execution, long-running workflows and situations where business rules, policies and system-state matters as much as language. As a result, many LLM-based virtual agents perform well at the surface but then fail when real action is required. 

Enterprise CX needs more than eloquent answers. It needs predictable execution, governance and control. 

Moving from Language to Action with LAMs 

Genesys Cloud Agentic Virtual Agent pairs large action models (LAMs) with enterprise-grade orchestration and governance to enable safe, autonomous resolution at scale. 

Acting as a central orchestration layer for customer work, these agentic virtual agents can progress workflows across CRM, billing, service operations and other enterprise systems — while adapting dynamically as conditions change. Embedded guardrails, unified data and transparent decision paths help ensure every action remains explainable, policy-aligned and predictable. 

These capabilities are further strengthened through the partnership between Genesys and Scaled Cognition, bringing the Scaled Cognition APT-1 LAM into the Genesys Cloud platform. Purpose-built for deterministic, action-grounded execution, this LAM enables autonomous AI that can responsibly act across enterprise operations, reducing hallucinations and restoring confidence in self-service. 

“Large action models are purpose-built to enable autonomous execution, but their value is maximized when paired with a platform that can scale safely for the enterprise,” noted Dan Roth, Founder and CEO of Scaled Cognition. “By combining our LAM technology with the orchestration, governance and operational maturity of Genesys Cloud, we’re bringing the next evolution of automation into production for complex, global customer environments.” 

From Finding Answers to Getting the Job Done 

For customers, this fundamentally changes the experience. 

Instead of navigating rigid menus or restarting requests as issues grow in complexity, interactions shift from finding the right answer to getting the job done. The agentic virtual agent understands context and intent, carries work through to resolution, and adapts as needs evolve — all without losing continuity. 

For enterprises, this can result in higher containment, lower effort and more consistent outcomes at scale. 

“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, said Olivier Jouve, Chief Product Officer at Genesys. “This gives organizations a responsible way to move beyond conversations and deliver consistent outcomes customers can rely on.”

Governance First Because Autonomy Requires Trust 

Autonomous execution only works when it’s governed by design. 

Genesys Cloud Agentic Virtual Agent extends the platform’s governance-first approach with action-level explainability, auditability and continuous learning. Through Genesys Cloud™ AI Studio, organizations can design, configure and govern agentic virtual agents by defining guardrails, permissions and behaviors aligned to their policies and requirements. 

This provides clear visibility into how decisions are made and executed — while enabling enterprises to scale autonomous engagement without sacrificing oversight or compliance. 

Industry analysts agree that this balance is essential. 

“Resolving complex customer requests requires AI that can plan and execute multistep actions across systems, while remaining predictable and auditable,” said Hayley Sutherland, Research Manager, Conversational AI at IDC. “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.” 

Designed for Enterprise Reality and What’s Next 

Genesys Cloud Agentic Virtual Agent is built for the complexity of real-world CX environments today, with a roadmap designed for what comes next. 

Genesys plans to expand support for open standards such as Agent-to-Agent (A2A) and Model Context Protocol (MCP), enabling secure collaboration between AI agents and enterprise systems while maintaining centralized governance, policy enforcement and shared context. 

For enterprises, this approach aligns with how they think about responsible modernization. 

“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. 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.” 

Additionally, Genesys Cloud Agentic Virtual Agent has been named a finalist for the Enterprise Connect Best of 2026 award, recognizing innovation that delivers real business impact. This distinction underscores our ability to move beyond AI that simply answers questions — enabling true end-to-end resolution across digital and voice channels with the continuity, control and confidence enterprises require.  

From Potential to Production 

Agentic AI has moved quickly from concept to conversation. What’s been missing is a practical, enterprise-ready way to put it into production — safely, predictably and at scale. 

With Genesys Cloud Agentic Virtual Agent, Genesys is moving AI in CX from promise to practice — advancing self-service from conversation to autonomous action, and from interaction to outcome. 

This is the next level of experience orchestration. 

Experience how the Genesys Cloud Agentic Virtual Agent resolves real customer requests end to end. Request a demo to see agentic CX in action.  

¹Gartner, “2026 Strategic Roadmap for Self-Service”, John Quaglietta, Jennifer MacIntosh, 5 November 2025 

GARTNER is a trademark of Gartner, Inc. and its affiliates.