{"id":606496,"date":"2025-11-21T09:08:26","date_gmt":"2025-11-21T17:08:26","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/genesys-wins-best-use-of-ai-in-customer-service-at-the-2025-a-i-awards"},"modified":"2025-12-01T22:38:39","modified_gmt":"2025-12-02T06:38:39","slug":"genesys-wins-best-use-of-ai-in-customer-service-at-the-2025-a-i-awards","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/genesys-wins-best-use-of-ai-in-customer-service-at-the-2025-a-i-awards","title":{"rendered":"Genesys wins best use of AI in customer service at the 2025 A.I. Awards"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]Genesys has been named the winner of \u201cBest Use of AI in Customer Service\u201d at the 2025 A.I. Awards<\/a>, hosted by The Cloud Awards<\/a>. This award r<\/span>ecognises \u201cexemplary applications of AI technologies in enhancing customer service experiences and optimising support processes.\u201d <\/span><\/p>\n

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. <\/span>The Genesys Cloud\u2122 platform<\/a>, 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. <\/span> <\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Building the Future with Agentic AI<\/span>\u00a0<\/span><\/h2>\n

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

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\u2122 AI Studio and AI Guides<\/a>, organisations can design AI systems that act independently within governance parameters and continuously learn to improve performance. <\/span>\u00a0<\/span><\/p>\n

This evolution allows businesses to move from simple automation to intelligent orchestration \u2013 seamlessly connecting people, data, and systems across every channel, persona, and workflow.<\/span> <\/span>To stay competitive in the experience economy, organisations must move beyond applications to truly orchestrated experiences. <\/span>[\/vc_column_text][vc_row_inner][vc_column_inner width=”1\/3″][vc_single_image image=”605042″ css=”.vc_custom_1763671284317{margin-right: 1.5em !important;}” rounded_corners=”rounded”][\/vc_column_inner][vc_column_inner width=”2\/3″][vc_column_text css=””]Agentic AI makes this possible<\/a> 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 <\/span>enables businesses to evolve from automating tasks to achieving outcomes, ensuring every action \u2013 whether by a virtual agent, employee, or workflow \u2013 aligns seamlessly with customer needs and organisational objectives.<\/p>\n

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

\u201cThis award affirms our vision for redefining what\u2019s possible with AI in customer and employee experiences,\u201d said Rahul Garg, VP of Product for AI at Genesys. \u201cIt 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.\u201d[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

What Sets Genesys Cloud AI Apart<\/h2>\n

Unlike one-size-fits-all tools or disconnected AI add-ons, Genesys Cloud AI<\/a> is embedded natively within the platform, helping <\/span>ensure that every interaction <\/span>\u2013<\/span> whether supported by agents or fully automated by AI <\/span>\u2013<\/span> 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. <\/span> <\/span><\/p>\n

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 \u2013 from lower cost per outcome to higher customer satisfaction and loyalty.<\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Inside Genesys Cloud AI: The Capabilities Driving the Win<\/h2>\n

Genesys Cloud AI delivers tangible outcomes<\/a> for both customers and employees. Together, they can automate, augment, personalise and optimise every experience across the enterprise.<\/span>\u00a0<\/span><\/p>\n

Core innovations include:<\/span>\u00a0<\/span><\/p>\n