{"id":579660,"date":"2025-06-25T23:30:20","date_gmt":"2025-06-26T06:30:20","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/deliver-the-next-level-of-experience-with-genesys-cloud-ai-studio-and-ai-guides"},"modified":"2025-06-29T23:31:20","modified_gmt":"2025-06-30T06:31:20","slug":"deliver-the-next-level-of-experience-with-genesys-cloud-ai-studio-and-ai-guides","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/deliver-the-next-level-of-experience-with-genesys-cloud-ai-studio-and-ai-guides","title":{"rendered":"Deliver the Next Level of Experience with Genesys Cloud AI Studio and AI Guides"},"content":{"rendered":"

[vc_section][vc_row][vc_column][vc_column_text css=””]Welcome to the era of agentic AI. Executives are debating its potential. Vendors are racing to define it. And teams across industries are trying to figure out what it really means for their business today, not in the distant future.<\/p>\n

The momentum of agentic AI is building. While it\u2019s still in its early days, the excitement is impossible to ignore. And the potential to redefine how work gets done is becoming clearer every day.<\/p>\n

But with all the buzz, it\u2019s fair to ask: What does “agentic” really mean \u2014 and why should customer experience (CX) leaders care?<\/p>\n

Here\u2019s the simple answer: Agentic AI doesn\u2019t just respond; it acts. It understands intent, makes decisions and takes the next step towards a goal \u2014 without constant human input. As businesses explore this shift, strong guardrails are essential to ensure trust, reduce risk and maintain control.<\/p>\n

This is a significant evolution from how most companies use artificial intelligence (AI) today, which follows static rules or rigid scripts. Agentic AI adapts in real-time, choosing the best action based on context, goals and desired outcomes.<\/p>\n

Imagine this example: Ask a general-purpose chatbot for help choosing a fitness tracker, and it might respond based on historical internet data. That\u2019s useful but not always up to date or relevant to you. An AI agent, on the other hand, could do more, such as checking what\u2019s in stock right now, applying any loyalty discounts you might be eligible for and recommending the best available option based on your budget.<\/p>\n

That type of coordination happens because agentic AI uses a large language model (LLM) as a central \u201cbrain,\u201d orchestrating various tools and agents across systems. It\u2019s not just smart \u2014 it\u2019s goal-driven, adaptive and connected to action.<\/p>\n

From streamlining internal operations to transforming how businesses engage with people, agentic AI is poised to reshape both the employee experience and the customer experience.<\/p>\n

But while the promise is clear, the path forward isn\u2019t always.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

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

Genesys developed the Levels of Experience Orchestration<\/a> as a simple framework to help organisations navigate this transformation. It outlines a path to help companies understand the broader AI journey, see what\u2019s possible, and take the next steps to modernise their customer experiences, drive more value and deliver more connected experiences.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_single_image image=”578688″ css=”” rounded_corners=”rounded-lg”][vc_column_text css=””]<\/p>\n

Figure 1. The Levels of Experience Orchestration<\/h3>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]Today, Genesys announces our first agentic capabilities and steps into Level 4 with the launch of Genesys Cloud\u2122 AI Studio and Genesys Cloud AI Guides. With this launch, AI evolves from simple execution to intelligent problem-solving. At this stage, semi-autonomous systems are configured around specific objectives, using reasoning, planning and memory to determine how best to accomplish goals while still operating within clearly defined boundaries to meet compliance and policy requirements.<\/p>\n

And this is just the beginning. These capabilities set the stage for Level 5, where agentic AI becomes fully autonomous \u2014 able to independently plan, decide and act to deliver hyper-personalised experiences at scale.<\/p>\n

If that sounds like a big leap \u2014 it is. So how do you begin building, testing and managing agentic AI responsibly and with speed today?[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

This Is Where Genesys Cloud AI Studio and AI Guides Come In<\/h2>\n

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Genesys Cloud AI Studio: Your Central AI Workbench<\/h3>\n

Genesys Cloud AI Studio is the centralised place to design, test and deploy AI across the customer journey. It gives businesses and technical teams what they need to create intelligent, orchestrated experiences.<\/p>\n

As the command centre for AI within the Genesys Cloud platform, Genesys Cloud AI Studio streamlines how organisations build, manage and scale agentic use cases. With intuitive, enterprise-ready tools and built-in guardrails, teams can move faster \u2014 while delivering smarter, more personalised customer interactions.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_single_image image=”578772″ css=”” rounded_corners=”rounded-lg”][vc_column_text css=””]<\/p>\n

Figure 2. Create AI Guides from a prompt: Quickly generate procedural guides by simply describing your objective \u2014 AI builds the steps for you.<\/h3>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Genesys Cloud AI Guides: From Instructions to Intelligent Action<\/h2>\n

AI Guides is the first capability within Genesys Cloud AI Studio, empowering organisations to embrace the future of agentic-powered CX with confidence.<\/p>\n

Using a simple no-code interface, CX teams can quickly build and deploy intelligent virtual agents that act within business-defined boundaries \u2014 enabling safe, brand-aligned and compliant interactions, even in complex, multi-step scenarios.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]

\"Ai
<\/div>
<\/i><\/div><\/div><\/a><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]No scripting. No logic trees. Just describe goals in plain language or upload existing process documentation.<\/p>\n

AI Guides turn instructions, as shown in Figure 2, into dynamic workflows that virtual agents can understand and execute \u2014 intelligently and with more autonomy.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_single_image image=”578773″ css=”” rounded_corners=”rounded-lg”][vc_column_text css=””]<\/p>\n

Figure 3. Preview and test your flows: Define and review flows, test logic and preview the customer experience \u2014 all before going live.<\/h3>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]Imagine handing your virtual agent the same playbook you’d give your top-performing employee and knowing it can deliver with consistency and intelligence. That\u2019s the power of AI Guides.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Custom Conversation Summaries: Your Brand, Your Format<\/h2>\n

The next capability that\u2019s coming very soon in Genesys Cloud AI Studio will be Genesys Cloud Custom Conversation Summaries, which will give you full control over how AI summarises interactions \u2014 tailored to reflect your unique brand voice, formatting preferences and compliance needs. Custom Conversation Summaries is a powerful way to standardise insights and drive efficiency without sacrificing quality or oversight.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Built Fast. Deployed Smart. Scaled Safely.<\/h2>\n

AI is on every roadmap, but many CX leaders are still held back by resource limitations, governance concerns or rigid tools. Genesys Cloud AI Studio and AI Guides are designed to remove these blockers.<\/p>\n

These tools make it possible for business users to build and scale AI securely, flexibly and without reliance on developers or IT teams.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

How You Can Move Faster \u2014 with Confidence<\/h2>\n

 <\/p>\n

Putting AI in the Hands of CX Teams<\/h3>\n

With AI Guides, CX teams no longer have to wait months for developer resources. They can quickly build and update intelligent virtual agents using everyday language or existing process documentation \u2014 no code required.<\/p>\n