{"id":614115,"date":"2026-02-10T05:30:05","date_gmt":"2026-02-10T13:30:05","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/from-conversation-to-resolution-genesys-cloud-agentic-virtual-agent"},"modified":"2026-03-12T10:43:02","modified_gmt":"2026-03-12T17:43:02","slug":"from-conversation-to-resolution-genesys-cloud-agentic-virtual-agent","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/from-conversation-to-resolution-genesys-cloud-agentic-virtual-agent","title":{"rendered":"From conversation to resolution: Genesys Cloud Agentic Virtual Agent"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]Welcome to the next phase of customer experience (CX) automation, one where AI doesn\u2019t just talk, but gets the work done.\u00a0<\/span><\/p>\n

For years, organizations have invested heavily in self-service. And yet, despite real progress in conversational quality, outcomes have lagged behind ambition. According to Gartner\u00ae<\/sup>, the average self-service success rate is just 22%, even as nearly half of CX leaders say improving self-service is a top three priority for 2026.\u00b9<\/sup>\u00a0<\/span><\/p>\n

The gap underscores a capability limitation rather than an effort issue.\u00a0<\/span><\/p>\n

Most AI agents today are optimized for conversation, not outcomes. They can answer questions well, but struggle when requests require multistep actions, coordination across systems or adaptation as conditions change. As complexity increases, experiences break down, leading to dead ends, repeated explanations and unnecessary handoffs.\u00a0<\/span><\/p>\n

Today, Genesys is taking a decisive step to close that gap with the industry\u2019s first Agentic Virtual Agent for enterprise CX.\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

A New Way to Orchestrate Experiences <\/span><\/h2>\n

Genesys Cloud\u2122 Agentic Virtual Agent<\/a> is the industry\u2019s first agentic virtual agent for enterprise CX, powered by large action models (LAMs) and built to resolve customer requests end to end. <\/span><\/p>\n

Genesys Cloud Agentic Virtual Agent understands a customer\u2019s goal, determines the next-best steps and safely executes actions across front- and back-office systems, all within a single, seamless interaction. This marks a shift from reactive self-service to autonomous, outcome-driven engagement. And it\u2019s designed to reduce customer effort, improve operational efficiency and scale reliably across the enterprise. <\/span><\/p>\n

This isn\u2019t just a smarter Chatbot. It\u2019s a new way to orchestrate customer work. <\/span><\/p>\n

In practice, this means a Virtual agent that can complete the same multistep request a trained service agent would, without transferring the customer or stopping at an answer. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_video link=”https:\/\/youtu.be\/OHVXDDGTz2M?si=XU9mrDlwFgRdUwK1″ css=””][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Why Conversation Alone Isn\u2019t Enough <\/span><\/h2>\n

Large language models (LLMs)<\/a> have dramatically improved how virtual agents communicate. They\u2019re more natural, more flexible and more engaging than the scripted bots of the past. <\/span><\/p>\n

But LLMs weren\u2019t designed to execute actions predictably and consistently under enterprise controls. <\/span><\/p>\n

They struggle with deterministic execution, long-running workflows and situations where business rules, policies and system-state matters as much as language. As a result, many LLM-based virtual agents perform well at the surface but then fail when real action is required. <\/span><\/p>\n

Enterprise CX needs more than eloquent answers. It needs predictable execution, governance and control<\/a>. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_single_image image=”613914″ onclick=”link_image” css=””][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Moving from Language to Action with LAMs <\/span><\/h2>\n

Genesys Cloud Agentic Virtual Agent pairs large action models (LAMs) with enterprise-grade orchestration and governance to enable safe, autonomous resolution at scale. <\/span><\/p>\n

Acting as a central orchestration layer for customer work, these agentic virtual agents can progress workflows across CRM, billing, service operations and other enterprise systems \u2014 while adapting dynamically as conditions change. Embedded guardrails, unified data and transparent decision paths help ensure every action remains explainable, policy-aligned and predictable. <\/span><\/p>\n

These capabilities are further strengthened through the partnership between Genesys and Scaled Cognition<\/a>, bringing the Scaled Cognition APT-1 LAM into the Genesys Cloud platform. Purpose-built for deterministic, action-grounded execution, this LAM enables autonomous AI that can responsibly act across enterprise operations, reducing hallucinations and restoring confidence in self-service. <\/span><\/p>\n

\u201cLarge action models are purpose-built to enable autonomous execution, but their value is maximised when paired with a platform that can scale safely for the enterprise,\u201d noted Dan Roth, Founder and CEO of Scaled Cognition. \u201cBy combining our LAM technology with the orchestration, governance and operational maturity of Genesys Cloud, we\u2019re bringing the next evolution of automation into production for complex, global customer environments.\u201d <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

From Finding Answers to Getting the Job Done\u00a0<\/span><\/h2>\n

For customers, this fundamentally changes the experience.\u00a0<\/span><\/p>\n

Instead of navigating rigid menus or restarting requests as issues grow in complexity, interactions shift from finding the right answer to getting the job done. The agentic virtual agent understands context and intent, carries work through to resolution, and adapts as needs evolve \u2014 all without losing continuity.\u00a0<\/span><\/p>\n

For enterprises, this can result in higher containment, lower effort and more consistent outcomes at scale.\u00a0<\/span><\/p>\n

\u201cAutonomy in customer experience only works when it\u2019s built on trust, transparency and control. With our LAM-powered Agentic Virtual Agent, we\u2019re enabling AI to reason, plan and safely take action across systems,” said Olivier Jouve, Chief Product Officer at Genesys. \u201cThis gives organizations a responsible way to move beyond conversations and deliver consistent outcomes customers can rely on.\u201d<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Governance First Because Autonomy Requires Trust <\/span><\/h2>\n

Autonomous execution only works when it\u2019s governed by design. <\/span><\/p>\n

Genesys Cloud Agentic Virtual Agent extends the platform\u2019s governance-first approach with action-level explainability, auditability and continuous learning. Through Genesys Cloud\u2122 AI Studio,<\/a> organisations can design, configure and govern agentic virtual agents by defining guardrails, permissions and behaviours aligned to their policies and requirements. <\/span><\/p>\n

This provides clear visibility into how decisions are made and executed \u2014 while enabling enterprises to scale autonomous engagement without sacrificing oversight or compliance. <\/span><\/p>\n

Industry analysts agree that this balance is essential. <\/span><\/p>\n

\u201cResolving complex customer requests requires AI that can plan and execute multistep actions across systems, while remaining predictable and auditable,\u201d said Hayley Sutherland, Research Manager, Conversational AI at IDC. \u201cThe focus of Genesys on combining autonomous execution with experience orchestration and governance reflects the direction the market needs to move to make self-service both more effective and trustworthy.\u201d <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Designed for Enterprise Reality and What\u2019s Next <\/span><\/h2>\n

Genesys Cloud Agentic Virtual Agent is built for the complexity of real-world CX environments today, with a roadmap designed for what comes next. <\/span><\/p>\n

Genesys plans to expand support for open standards such as Agent-to-Agent (A2A) and Model Context Protocol (MCP), enabling secure collaboration between AI agents and enterprise systems while maintaining centralised governance, policy enforcement and shared context. <\/span><\/p>\n

For enterprises, this approach aligns with how they think about responsible modernisation. <\/span><\/p>\n

\u201cAt DNB, delivering seamless, trustworthy customer experiences at scale is a strategic priority,\u201d said Trond Prest\u00f8, Head of Customer Care at DNB<\/a>. \u201cWe see agentic AI as an important next step in self-service. The way Genesys Cloud approaches autonomous virtual agents, with built-in controls and governance, aligns with how we think about responsibly modernising services while improving efficiency and consistency.\u201d <\/span><\/p>\n

Additionally, Genesys Cloud Agentic Virtual Agent has been named a finalist for the Enterprise Connect Best of 2026 award<\/a>, recognising innovation that delivers real business impact. This distinction underscores our ability to move beyond AI that simply answers questions \u2014 enabling true end-to-end resolution across digital and voice channels with the continuity, control and confidence enterprises require. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

From Potential to Production <\/span><\/h2>\n

Agentic AI has moved quickly from concept to conversation. What\u2019s been missing is a practical, enterprise-ready way to put it into production \u2014 safely, predictably and at scale. <\/span><\/p>\n

With Genesys Cloud Agentic Virtual Agent, Genesys is moving AI in CX from promise to practice \u2014 advancing self-service from conversation to autonomous action, and from interaction to outcome. <\/span><\/p>\n

This is the next level of experience orchestration. <\/span><\/p>\n

Experience how the Genesys Cloud Agentic Virtual Agent resolves real customer requests end to end. Request a demo to see agentic CX in action<\/a>. <\/span>\u00a0<\/span><\/p>\n

1<\/sup>Gartner, \u201c2026 Strategic Roadmap for Self-Service\u201d, John Quaglietta, Jennifer MacIntosh, 5 November 2025 <\/span><\/em><\/p>\n

GARTNER is a trademark of Gartner, Inc. and its affiliates. <\/span><\/em>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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