{"id":625860,"date":"2026-05-08T07:29:57","date_gmt":"2026-05-08T14:29:57","guid":{"rendered":"https:\/\/www.genesys.com\/experience-orchestration\/levels"},"modified":"2026-05-15T15:21:32","modified_gmt":"2026-05-15T22:21:32","slug":"levels","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-gb\/experience-orchestration\/levels","title":{"rendered":"Levels of Experience Orchestration"},"content":{"rendered":"

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Drive compound value with the Levels of Experience Orchestration<\/h1>\n

Explore a maturity model for AI-driven experiences that can help you deepen customer loyalty, boost employee efficiency and drive business growth.[\/vc_column_text][vc_row_inner][vc_column_inner]

Get started<\/a>See how<\/a><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=”1\/2″]
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Play<\/p><\/div><\/div><\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=”1\/2″][vc_single_image image=”622411″ css=”” si_alt_text=”Deliver the connected, intuitive experiences customers trust \u2014 at every level of orchestration”][\/vc_column][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Deliver the connected, intuitive experiences customers trust \u2014 at every level of orchestration<\/h2>\n

Experience orchestration evolves across levels, from basic customer service to more adaptive and automated journeys. As organisations progress, artificial intelligence (AI) evolves the capabilities of their systems to deliver more seamless, personalised experiences for customers and employees. Through the Levels of Experience Orchestration framework, you can assess the maturity of your operations and advance with confidence by connecting data, breaking silos and aligning your people, technology and processes around what matters most: the customer.[\/vc_column_text]

<\/a>Learn more about Experience Orchestration<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row background_color=”bgc-white”][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Explore the Levels of Experience Orchestration<\/h2>\n

To understand what full AI-Powered Experience Orchestration makes possible, it helps to start with the highest level of maturity attainable today. From there, you can see how each preceding stage evolves the capabilities and coordination needed to move your organisation forward.<\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row background_color=”bgc-lgray” content_placement=”middle” el_class=”rounded-lg p-2 sm:p-1″][vc_column width=”1\/2″][vc_single_image image=”621674″ css=”” si_alt_text=”Orchestration level 5″][\/vc_column][vc_column v_align=”middle” width=”1\/2″][vc_column_text css=””]<\/p>\n

Enable universal orchestration<\/p>\n

Level 5: Universal agentic orchestration<\/h3>\n

AI agents operate with full goal-driven autonomy, managing decisions, actions and workflows across the enterprise. They operate across frontline, supervisory, administrative and back-office roles \u2014 sharing goals and context to plan, execute and manage outcomes in real time without fixed workflows. Human expertise shifts to governance, creativity and complex judgement while orchestration becomes intelligent, fluid and collaborative.[\/vc_column_text][\/vc_column][\/vc_row][vc_row background_color=”bgc-lgray” content_placement=”middle” el_class=”rounded-lg p-2 sm:p-1″][vc_column width=”1\/2″][vc_single_image image=”621675″ css=”” si_alt_text=”Orchestration level 4″][\/vc_column][vc_column v_align=”middle” width=”1\/2″][vc_column_text css=””]<\/p>\n

Deploy context-aware agentic AI<\/p>\n

Level 4: Agentic experience generation<\/h3>\n

AI systems move beyond predefined actions. They use context to plan across multiple steps, adjust their behaviour dynamically and pursue objectives within human-defined boundaries. AI agents generate strategies and reason through tasks within clearly defined guardrails, while humans guide and approve critical decisions. The result is semi-autonomous orchestration that blends machine intelligence with human judgement.[\/vc_column_text][\/vc_column][\/vc_row][vc_row background_color=”bgc-lgray” content_placement=”middle” el_class=”rounded-lg p-2 sm:p-1″][vc_column width=”1\/2″][vc_single_image image=”621676″ css=”” si_alt_text=”Orchestration level 3″][\/vc_column][vc_column v_align=”middle” width=”1\/2″][vc_column_text css=””]<\/p>\n

Layer in generative AI support<\/p>\n

Level 3: System-generated conversations<\/h3>\n

Generative AI enhances both interactions and workflows. It produces fluent, personalised content, summarises information and automates routine tasks within configured guardrails. Predictive models improve forecasting, scheduling and workload balancing, while generative AI augments teams with insights and recommendations. Although it cannot plan or reason independently, it scales quality and consistency across service operations.[\/vc_column_text][\/vc_column][\/vc_row][vc_row background_color=”bgc-lgray” content_placement=”middle” el_class=”rounded-lg p-2 sm:p-1″][vc_column width=”1\/2″][vc_single_image image=”621677″ css=”” si_alt_text=”Orchestration level 2″][\/vc_column][vc_column v_align=”middle” width=”1\/2″][vc_column_text css=””]<\/p>\n

Expand automation with predictive AI<\/p>\n

Level 2: Predefined dialogue automation<\/h3>\n

Routine tasks are automated through simple voice and text recognition that follows scripted dialogues across channels. Bots handle predictable requests using fixed flows and decision trees, and early workflow automation supports routing and straightforward tasks. Experiences remain highly structured and rules-driven, with limited adaptability and little coordination across channels or systems.[\/vc_column_text][\/vc_column][\/vc_row][vc_row background_color=”bgc-lgray” content_placement=”middle” el_class=”rounded-lg p-2 sm:p-1″][vc_column width=”1\/2″][vc_single_image image=”621678″ css=”” si_alt_text=”Orchestration level 1″][\/vc_column][vc_column v_align=”middle” width=”1\/2″][vc_column_text css=””]<\/p>\n

Implement basic automation<\/p>\n

Level 1: Menu-based navigation<\/h3>\n

Customers navigate structured menus using keypad inputs, fixed voice commands or simple on-screen selections to complete a small set of routine tasks. This reduces some demand on agents, who may see basic CRM system details to help guide conversations. Experiences remain highly structured, with no real-time context or workflow support.[\/vc_column_text][\/vc_column][\/vc_row][vc_row background_color=”bgc-lgray” content_placement=”middle” el_class=”rounded-lg p-2 sm:p-1″][vc_column width=”1\/2″][vc_single_image image=”621679″ css=”” si_alt_text=”Orchestration level 0″][\/vc_column][vc_column v_align=”middle” width=”1\/2″][vc_column_text css=””]<\/p>\n

Manual effort and interactions<\/p>\n

Level 0: Zero orchestration<\/h3>\n

Interactions are handled entirely by humans across unintegrated channels such as phone, email or basic messaging. Agents rely on siloed tools and static documentation, making service reactive and repetitive. Customers and employees face high effort because there is no shared context or coordinated support across systems.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Learn more about experience orchestration<\/h2>\n

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View all resources<\/a><\/div>[\/vc_column][vc_column]
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Blog<\/p>

The levels of experience orchestration<\/h3>

We\u2019re standing at the start of one of the most profound transformations in business history, driven by a new generation of...<\/p><\/div>

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Ebook<\/p>

The AI-Powered Experience Orchestration playbook<\/h3><\/div>
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Webinar<\/p>

Transforming every experience with AI<\/h3><\/div>
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Demo<\/p>

Genesys Cloud AI-Powered Experience Orchestration Demo<\/h3><\/div>
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Turn experience orchestration into measurable growth<\/h3>\n

The Levels of Experience Orchestration framework shows how greater coordination and AI maturity help translate into value across your business. Wherever you are today, Genesys can help you strengthen loyalty, reduce effort and support durable growth. Request a demo today to explore your next step.<\/p>\n<\/div>

Get a demo<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section][vc_row][vc_column width=”1\/2″][vc_column_text css=”” el_class=”mb-2″] Drive compound value with the Levels of Experience Orchestration Explore a maturity model for AI-driven experiences that can help you deepen customer loyalty, boost employee efficiency and drive business growth.[\/vc_column_text][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=”1\/2″][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=”1\/2″][vc_single_image image=”622411″ css=”” si_alt_text=”Deliver the connected, intuitive experiences customers trust \u2014 at every level of orchestration”][\/vc_column][vc_column width=”1\/2″][vc_column_text css=””] Deliver the […]<\/p>\n","protected":false},"author":1225,"featured_media":0,"parent":522964,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-625860","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/625860","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/1225"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/comments?post=625860"}],"version-history":[{"count":10,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/625860\/revisions"}],"predecessor-version":[{"id":625879,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/625860\/revisions\/625879"}],"up":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/522964"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=625860"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}