Agentic AI
Genesys Cloud AI Studio
Now anyone on your team can build, configure and manage AI from one secure, centralised hub
Agentic AI
Now anyone on your team can build, configure and manage AI from one secure, centralised hub
Make it easier to build and scale AI-powered experiences in the era of agentic AI with Genesys Cloud™ AI Studio. With it, anyone in your organisation can drive better customer experience (CX) across every conversation.
Give your team a single place to build, configure and manage artificial intelligence (AI), ensuring consistency, control and scale.
Empower anyone, even those without coding experience, to build AI, accelerating innovation across your organisation.
Ensure every experience is aligned with your brand, policies and standards using built-in guardrails and oversight.
See how AI Guides creates virtual agents in a few simple steps. Just describe your goal using natural language or upload existing process documents.
Coordinate tasks, connect systems and drive outcomes by orchestrating complex workflows across customer-facing teams, internal operations and back-office functions. With this approach, you can ensure every part of the business is working in sync to deliver better experiences.
With AI Guides, anyone in your organisation can safely build virtual agents. And they can do it without any technical or coding expertise.
Build once and deploy across virtual agents, copilots and more — saving time and effort while ensuring every customer interaction is consistent.
Accelerate the rollout of new virtual agents by automatically generating them from process documents, past interactions or natural language prompts.
Built-in guardrails help reduce risk and ensure every AI interaction stays appropriate and aligned with your brand standards and expectations.
The Genesys Cloud platform makes it easy to build better customer experiences with AI. With Genesys Cloud AI Studio, your team can create, test and deploy AI-powered interactions from a single, secure place.
42%
of CX leaders surveyed say using AI to improve the customer experience is a strategic priority
Genesys Cloud AI Studio makes it easy to build AI for any use case. From intuitive design to enterprise-ready governance, it gives teams everything they need to create, manage and scale AI-powered experiences — faster, smarter and without starting from scratch or switching tools.
Create powerful virtual agents using AI Guides in a clean, single-page interface without complex forms. Eliminate clutter and code to focus on fast design.
Experiment with generative AI at scale — while maintaining full control over security, compliance and brand standards built for enterprises.
Build once and deploy across any number of channels or use cases. This enables you to scale effortlessly across customer and employee-facing use cases.
Whether you’re in operations, CX or IT — anyone can create and manage AI without writing code using intuitive tools and AI-powered guidance.
Genesys Cloud AI Studio and AI Guides are natively built into the Genesys Cloud platform, enhancing your existing CX so that it works seamlessly from Day One.
Ensure every area of your organisation has the same power to create exceptional customer experiences — no matter if the experience is AI- or human-driven.
Genesys Cloud AI Studio allows businesses to transform their knowledge, policies and processes into intelligent, AI-driven action. It supports automation and augmentation of customer and employee experiences at scale, delivering clarity, control and speed without requiring deep technical expertise.
AI Guides are the core building blocks of agentic execution in Genesys Cloud — structured, AI-executable instructions designed to fulfill specific customer or employee intents. They combine the reliability of step-by-step logic for reasoning and decision making with the flexibility of generative AI, powering both virtual agents and copilots with consistent, controllable and intent-aligned behaviors.
AI Guides are built for customer experience teams, CX operations teams and bot designers who may not have deep coding experience. It enables these users to build, test and deploy virtual agents without relying heavily on developers or IT.
AI Guides use large language models (LLMs)-based natural language processing to interpret user prompts and documents, generating complete agentic flows — including intents, slots and dialog logic. It also uses generative AI to continuously improve flow quality and relevance.
Yes. AI executable instructions produced by AI Guides are fully editable within Genesys Cloud, allowing users to update messages, logic and backend integrations before publishing.
Yes. AI Guides are designed to create modular bot flows that can be combined within a single virtual agent. Each guide typically addresses a specific use case — like order tracking, password reset or appointment booking — and these flows can be added to your virtual agent’s overall configuration.
Custom Conversation Summaries are AI-generated post-interaction summaries that can be tailored by administrators to align with business goals, writing standards and operational priorities. They ensure every summary captures the most relevant details, while maintaining consistency and compliance.
In Genesys Cloud AI Studio, Custom Conversation Summaries allow you to define:
