Genesys has been named the winner of “Best Use of AI in Customer Service” at the 2025 A.I. Awards, hosted by The Cloud Awards. This award recognises “exemplary applications of AI technologies in enhancing customer service experiences and optimising support processes.”

For Genesys, this award reinforces our commitment to helping organisations deliver exceptional experiences powered by a world-class experience orchestration platform and advanced, responsible AI that adapts, learns, and drives results across the enterprise. The Genesys Cloud™ platform, which now has 2 million users, is the AI-Powered Experience Orchestration platform that allows companies all over the world to deliver personalised and empathetic experiences at scale.

Building the Future with Agentic AI 

We believe CX needs to be reimagined, because the old tools were built for a different era. The industry moves towards more autonomous, connected, and adaptive experiences. And Genesys is leading the shift into the agentic AI era.

Agentic AI represents a new generation of intelligence that can perceive context, understand goals, reason through data, and take guided action to deliver meaningful outcomes. With innovations like Genesys Cloud™ AI Studio and AI Guides, organisations can design AI systems that act independently within governance parameters and continuously learn to improve performance.  

This evolution allows businesses to move from simple automation to intelligent orchestration – seamlessly connecting people, data, and systems across every channel, persona, and workflow. To stay competitive in the experience economy, organisations must move beyond applications to truly orchestrated experiences.

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Agentic AI makes this possible by coordinating multiple AI and human agents that perceive live context, reason through intent and according to policy, and act towards defined goals whilst continuously learning. The AI technology enables businesses to evolve from automating tasks to achieving outcomes, ensuring every action – whether by a virtual agent, employee, or workflow – aligns seamlessly with customer needs and organisational objectives.

The result: a more adaptive, efficient, and human-centred approach to CX that can drive loyalty, engagement, and lasting business value.

“This award affirms our vision for redefining what’s possible with AI in customer and employee experiences,” said Rahul Garg, VP of Product for AI at Genesys. “It reflects how Genesys is pioneering a new era of agentic AI where intelligent systems can perceive context; understand goals; reason through data and take safe, guided action to deliver outcomes. This will help every organisation, no matter their size or industry, complete meaningful work and enable more adaptive, autonomous, and human-centred experiences than ever before.”

What Sets Genesys Cloud AI Apart

Unlike one-size-fits-all tools or disconnected AI add-ons, Genesys Cloud AI is embedded natively within the platform, helping ensure that every interaction – whether supported by agents or fully automated by AI – benefits from real-time data, contextual understanding, and predictive intelligence. Built specifically for customer and employee experiences, Genesys Cloud AI connects data, channels, and models across the enterprise to orchestrate smarter, more efficient outcomes that build customer loyalty.

Its secure and compliant foundation protects interactions, whilst its composable design makes it easy to innovate responsibly and scale rapidly. Together, these capabilities can empower organisations to achieve faster time to value, reduce operational complexity, and deliver more meaningful results – from lower cost per outcome to higher customer satisfaction and loyalty. 

Inside Genesys Cloud AI: The Capabilities Driving the Win

Genesys Cloud AI delivers tangible outcomes for both customers and employees. Together, they can automate, augment, personalise and optimise every experience across the enterprise. 

Core innovations include: 

  • Genesys Cloud AI Studio and AI Guides: No-code environment allows teams to design, train, and deploy AI use cases across the organisation – safely and efficiently. Built-in guardrails and oversight help ensure that every experience aligns with your brand, policies, and standards. With AI Guides, agentic AI uses natural language to build and manage virtual agents that can operate autonomously across complex journeys.
  • Agent and Supervisor Copilot: AI-powered assistants that summarise interactions, suggest next-best actions, and coach employees in real time.
  • Virtual Supervisor and Virtual Agents: Fully automate routine tasks; provide human-like interactions 24/7; and give managers the support and insights to accelerate speed, improve work quality, and increase overall effectiveness.
  • Genesys Event Data Platform (EDP): As the data backbone of Genesys Cloud, the Event Data Platform unifies customer and interaction data to fuel AI.

Proven Results and Market Impact

The recognition from The Cloud Awards builds our continued momentum of remarkable innovation and adoption: 

  • 2 million users are now on the Genesys Cloud platform, orchestrating experiences all over the world.
  • More than 55% of Genesys Cloud customers now use at least one AI capability, as of July 31st 2025.
  • Customer adoption of Genesys Cloud Agent Copilot has grown nearly 4X year-over-year in Fiscal Year 2025.
  • Genesys Cloud AI detected over 700 million displays of empathy between agents and customers in Fiscal Year 2025.
  • 150-plus new AI features were released in the last fiscal year, which is a 2X increase from the prior year.
  • Native bot usage grew 150% year-over-year and the number of surfaced knowledge articles increased more than 8X during the latest fiscal year.

Analyst and user recognition has mirrored this growth.  

Genesys continues to earn global analyst recognition. Genesys was named a Leader in the IDC MarketScape™: Worldwide General-Purpose Conversational AI Platforms 2025 Vendor Assessment (Doc #US52972625, September 2025). This new research1 marks the fourth IDC MarketScape report with Genesys named as a worldwide Leader234 in just two years’ time.

Additionally, Genesys was positioned as a Strong Performer in the 2024 Gartner® Peer Insights™ Voice of the Customer report for Enterprise Conversational AI Platforms. We believe this recognition highlights the strong native AI capabilities embedded across Genesys Cloud AI as well as our AI momentum and proven ability to guide organisations through AI adoption.  

The 2025 AI Awards recognition is more than a milestone; it’s a reflection of the progress Genesys customers are achieving every day. From automating repetitive tasks to elevating human potential, Genesys Cloud AI is helping organisations transform not just operations but entire experiences. And powered by agentic AI, we’re helping organisations reinvent customer engagement.  

1 IDC, IDC MarketScape: Worldwide General-Purpose Conversational AI Platforms 2025 Vendor Assessment, Doc #US52972625, September 2025

2 IDC, IDC MarketScape: Worldwide Conversational intelligence and Analytics 2024 Vendor Assessment, Doc # #US52047824, December 2024

3 IDC, IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessment, Doc #US51955724, March 2024

4 IDC, IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment, Doc #US49988023, November 2023

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