09/09/2025
New agentic Copilot and Virtual Agent capabilities with native A2A and MCP interoperability help enterprises accelerate readiness for large-scale, responsible AI orchestration that fuels operating efficiency and customer loyalty
Today at Xperience 2025, Genesys®, a global cloud leader in AI-Powered Experience Orchestration, unveiled advanced agentic AI agents for the Genesys Cloud™ platform to help organisations orchestrate customer and employee experiences across enterprise platforms and teams. Enhancements to Genesys Cloud Copilots and Genesys Cloud Virtual Agents will enable greater autonomy, contextual awareness and built-in support for Agent2Agent Collaboration (A2A) and Model Context Protocol (MCP). These capabilities empower AI agents to operate within trusted enterprise guardrails and accelerate readiness for responsible agentic orchestration at scale.
Businesses are moving from a service to an experience economy, where success depends on consistent, personalised, outcome-driven interactions. This shift is fuelling demand for autonomous AI. Yet, a recent Genesys survey found over a third of CX leaders cited lacking formal AI governance policies. This lack can expose organisations to risks as AI becomes more independent.
Genesys addresses this with Copilots and Virtual Agents underpinned by Genesys Cloud AI Guides. These capabilities are designed to deliver semi-autonomous agentic AI that works responsibly with people and other AI agents to orchestrate experiences that can drive efficiency and customer loyalty. Expanding the Genesys Cloud platform’s conversational, generative and predictive AI innovations will offer enterprises critical capabilities that will help them progress toward universal agentic orchestration while maintaining trust and control.
With native interoperability for A2A and MCP, organisations can use Copilots and Virtual Agent to trigger workflows, maintain context and drive coordinated actions across ecosystems and enterprise systems without the need for complex integrations. Powering these capabilities is the Genesys Cloud Event Data Platform (EDP), which brings data and analytics closer to customer interactions.
Unlike platforms that rely on fragmented third-party data, EDP helps deliver real-time, journey-aware insights at the source. This works alongside Genesys Cloud Journey Management to give organisations visibility into how customers move across touchpoints, enabling them to pinpoint what’s working, address gaps and improve experiences through deepened personalisation and stronger outcomes.
Expanded Genesys Cloud Copilots Empower Employees with Role-Based AI Agents
Genesys Cloud Copilots are AI agents designed for the contact centre employee — from frontline customer service representatives and supervisors to administrators and business leaders. Delivered through a natural, conversational interface, each copilot can augment employee performance, automate routine tasks and speed resolution times. Employees gain real-time guidance and insights to solve problems, detect anomalies and identify risk.
Powered by modular AI Skills, these copilots operate semi-autonomously, making decisions and acting based on real-time context, user intent and enterprise permissions. AI Skills, built in Genesys Cloud AI Studio, are extensible and adaptable, helping organisations:
Analytics Explorer, the first AI Skill that will be released at launch of the advanced Genesys Copilot suite, provides historical and real-time data to help lower the barrier to insights and accelerate decision-making. It offers users support on configuration and setup, as well as access to performance metrics, agent activity and trends in natural language.
Enhanced Virtual Agents Unlock Agentic-Driven Customer Engagement
Building on Genesys Cloud AI Studio and AI Guides, Genesys has activated powerful new capabilities within its customer-facing Virtual Agent. Organisations can now deliver rich conversations that help improve customer satisfaction and operational efficiency through faster resolutions, broader language support and more natural interactions. Highlights include:
Additional features planned for release by the end of the fiscal year include intent switching, AI-generated summaries, and Knowledge 3.0, which Genesys anticipates will enable Agentic Virtual Agent to provide even faster, more tailored support at scale. This will allow organisations to streamline conversations, expand automation and dynamically adapt to customer needs.
Commenting on the innovations:
Genesys expects full availability of new capabilities for Genesys Cloud Copilot and Virtual Agents in the fourth quarter of its fiscal year (Nov. 1, 2025 – Jan. 31, 2026). For more information, visit https://www.genesys.com/en-sg.
Forward-Looking Statements
Statements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press release.
About Genesys
Genesys® empowers more than 8,000 organisations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration Platform that connects people, systems, data and AI across the enterprise. As a result, organisations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit https://www.genesys.com/en-sg.
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Media Contact
Manali Pattnaik
Director APAC Communications, Genesys
+65 83217924
