{"id":579152,"date":"2025-06-25T04:20:10","date_gmt":"2025-06-25T11:20:10","guid":{"rendered":"https:\/\/www.genesys.com\/capabilities\/genesys-cloud-ai-studio"},"modified":"2026-02-27T02:24:32","modified_gmt":"2026-02-27T10:24:32","slug":"ai-studio","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-sg\/capabilities\/ai-studio","title":{"rendered":"Genesys Cloud AI Studio"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%7D%5D&#8221; vib=&#8221;enable&#8221; css=&#8221;.vc_custom_1714410887619{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_row content_placement=&#8221;middle&#8221; vib=&#8221;enable&#8221; vib_top=&#8221;6.333rem&#8221;][vc_column]<div class=\"component breadcrumbs theme-\"><div class=\"links-row w-100 d-flex flex-wrap align-items-center justify-content-start\"><div class=\"link-col\"><a class=\"breadcrumb-link\" href=\"\/en-sg\/genesys-cloud\">Genesys Cloud CX<\/a><\/div><div class=\"link-col\"><a class=\"breadcrumb-link\" href=\"\/en-sg\/capabilities\/ai-and-automation\">AI and automation<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;video-play-right&#8221;]<div class=\"genesys-image play-button\"><a class=\"video-lightbox no-btn-label\" href=\"https:\/\/www.youtube.com\/embed\/WtSt1hhDOk4?rel=0\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/ai-studio-hero-ALT-darkmode.jpg\" alt=\"Ai studio hero alt darkmode\" width=\"823\" height=\"480\" class=\"rounded-xs\"\/><div class=\"video-backdrop\"><\/div><div class=\"play-btn bgc-white rounded d-flex align-items-center justify-content-center\"><div class=\"play-icon d-flex align-items-center justify-content-center\"><i class=\"fa-kit fa-play\"><\/i><\/div><\/div><\/a><\/div><style type='text\/css'>\r .video-lightbox img, .video-lightbox .video-backdrop { border-radius: 24px !important; } .video-play-right .video-backdrop { display:none; } .video-play-right .play-button.no-btn-label .play-btn { left: unset; top: unset; right: 0; bottom: 0; padding: 1rem 1.162rem; }\r <\/style>[\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-md-offset-1 vc_col-sm-offset-0&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"eyebrow\">Agentic AI<\/p>\n<h1>Genesys Cloud AI Studio<\/h1>\n<p class=\"text-22\">Now anyone on your team can build, configure and manage AI that powers copilots, automated experiences and more from one secure, centralised workspace<\/p>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\" role=\"button\" data-bs-toggle=\"modal\" aria-haspopup=\"true\" data-target=\"#getStartedBox\"  class=\"btn btn-primary\" href=\"#getStartedBox\" target=\"\" rel=\"\">Get started<\/a><a role=\"button\"  class=\"btn btn-ff-primary chevron video-lightbox\" href=\"https:\/\/www.youtube.com\/embed\/WtSt1hhDOk4?rel=0\" target=\"\" rel=\"\">Watch how<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;5\/12&#8243; el_class=&#8221;col-sm-6&#8243;][vc_single_image image=&#8221;578444&#8243; css=&#8221;.vc_custom_1750701028907{padding-bottom: 2rem !important;}&#8221; si_max_width=&#8221;262px&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">Build and manage the next generation of AI-powered CX with Genesys Cloud AI Studio<\/h2>\n<p>Make it easier to build and scale AI-powered experiences in the era of agentic AI with Genesys Cloud\u2122 AI Studio. With it, anyone in your organisation can drive better customer experience (CX) across every conversation. [\/vc_column_text][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-2&#8243;][vc_row_inner ri_scrollable=&#8221;yes&#8221;][vc_column_inner][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Centralised AI experience orchestration<\/h3>\n<p>Provide your team with a single place to build, configure and manage artificial intelligence (AI), ensuring consistency, control and scale.<br \/>\n[\/vc_column_text][\/vc_column_inner][vc_column_inner][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Democratised AI innovation<\/h3>\n<p>Enable anyone, even those without coding experience, to create AI, speeding up innovation across your organisation.[\/vc_column_text][\/vc_column_inner][vc_column_inner][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Safe, responsible AI delivery<\/h3>\n<p>Make sure every experience matches your brand, policies, and standards with built-in safeguards and oversight.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">Empower autonomous execution with Agentic Virtual Agents powered by large action models \u2014 built in AI Studio.<\/h2>\n<p>Large action models are purpose-built for agentic execution and deliver the consistency, accuracy and rigour needed for virtual agents to complete real tasks, not just generate responses.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_single_image image=&#8221;613901&#8243; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;]<div class=\"genesys-image play-button\"><a class=\"video-lightbox no-btn-label\" href=\"https:\/\/www.youtube.com\/embed\/ZW-mIJydrjQ?rel=0\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/agentic-AI_capability_AI-guides-thumbnail_2025.jpg\" alt=\"Agentic ai capability ai guides thumbnail 2025\" width=\"823\" height=\"460\" class=\"rounded-xs\"\/><div class=\"video-backdrop\"><\/div><div class=\"play-btn bgc-white rounded d-flex align-items-center justify-content-center\"><div class=\"play-icon d-flex align-items-center justify-content-center\"><i class=\"fa-kit fa-play\"><\/i><\/div><\/div><\/a><\/div>[\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_single_image image=&#8221;578171&#8243; css=&#8221;.vc_custom_1750444957410{padding-bottom: 2rem !important;}&#8221; si_max_width=&#8221;272px&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">Meet Genesys Cloud AI Guides: Your way to easily create virtual agents using natural language.<\/h2>\n<p>See how AI Guides creates virtual agents in a few simple steps. Just describe your goal using natural language or upload existing process documents can already.[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-secondary video-lightbox\" href=\"https:\/\/www.youtube.com\/embed\/ZW-mIJydrjQ?rel=0\" target=\"\" rel=\"\">Watch now<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;5\/12&#8243;][vc_single_image image=&#8221;613904&#8243; css=&#8221;.vc_custom_1770673066990{padding-bottom: 2rem !important;}&#8221; si_max_width=&#8221;172px&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">Build and deploy AI Agents in AI Studio<\/h2>\n<p>AI Agents learn, perceive and adapt to detect anomalies, surface guidance and initiate action in Genesys Cloud Copilot.[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-secondary\" href=\"\/en-sg\/capabilities\/copilots\" target=\"\" rel=\"\">Learn more<\/a><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_single_image image=&#8221;613902&#8243; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;5\/12&#8243; el_class=&#8221;col-sm-6&#8243;][vc_row_inner][vc_column_inner el_class=&#8221;col-sm-10&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">Build seamless AI-powered experiences, all in one place<\/h2>\n<p>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 enable every part of the business to work in sync to deliver better experiences.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner ri_scrollable=&#8221;yes&#8221;][vc_column_inner][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Make AI development accessible<\/h3>\n<p>With AI Guides, anyone in your organisation can safely build virtual agents. And they can do it without any technical or coding expertise.<br \/>\n[\/vc_column_text][\/vc_column_inner][vc_column_inner][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Build it once, use it everywhere<\/h3>\n<p>Build once and deploy across virtual agents, agent copilots and more \u2014 saving time and effort while ensuring every customer interaction is consistent.[\/vc_column_text][\/vc_column_inner][vc_column_inner][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Deploy AI faster and with less effort<\/h3>\n<p>Accelerate the rollout of new virtual agents by automatically generating them from process documents, past interactions or natural language prompts.[\/vc_column_text][\/vc_column_inner][vc_column_inner][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Stay safe and on-brand<\/h3>\n<p>Built-in guardrails help reduce risk and ensure every AI interaction stays appropriate and aligned with your brand standards and expectations.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_single_image image=&#8221;578188&#8243; alignment=&#8221;right&#8221; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">Make AI easy to build and launch \u2014 all in one place<\/h2>\n<p>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.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h1\">42%<\/p>\n<p>of CX leaders surveyed say using AI to improve the customer experience is a strategic priority<\/p>\n<p><a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/state-of-cx\">&#8211; \u201cThe State of Customer Experience,\u201d Genesys, 2025<\/a>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1750435116160{background-image: url(https:\/\/www.genesys.com\/media\/agentic-AI_capability_background-2025.jpg?id=578125) !important;}&#8221; el_class=&#8221;px-0 py-2 px-md-5 py-md-5&#8243;][vc_row background_color=&#8221;bgc-glass&#8221; content_placement=&#8221;middle&#8221; el_class=&#8221;form-card&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">One studio. Infinite use cases.<\/h2>\n<p>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 \u2014 faster, smarter and without starting from scratch or switching tools.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Virtual agent creation simplified<\/h3>\n<p>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.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Easy innovation and governance<\/h3>\n<p>Experiment with Generative AI at scale \u2014 while maintaining full control over security, compliance and brand standards built for enterprises.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Effortless deployment at scale<\/h3>\n<p>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.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">AI for every team<\/h3>\n<p>Whether you\u2019re in operations, CX or IT \u2014 anyone can create and manage AI without writing code using intuitive tools and AI-powered guidance.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Native to Genesys Cloud<\/h3>\n<p>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.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Seamless task coordination<\/h3>\n<p>Ensure every area of your organisation has the same power to create exceptional customer experiences \u2014 no matter if the experience is AI- or human-driven.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%5D&#8221;][vc_row][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">See what else you can do with Genesys<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;7\/12&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-end\"><a role=\"button\"  class=\"btn btn-secondary\" href=\"\/en-sg\/capabilities\" target=\"\" rel=\"\">Explore all capabilities<\/a><\/div>[\/vc_column][\/vc_row][vc_row][vc_column]<div class=\"capability-list icon-card-bg row gutter-small\"><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/copilots\"><div class=\"card-body\"><h3 class=\"h5\">Agent copilot<\/h3><p>Provide customer service agents with real-time AI assistance to improve both the efficiency and quality of customer interactions.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/ai-and-automation\"><div class=\"card-body\"><h3 class=\"h5\">Artificial intelligence and automation<\/h3><p>Power omnichannel experiences. Meet customers\u2019 needs with bot support, data-based insights and more.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/knowledge-management\"><div class=\"card-body\"><h3 class=\"h5\">Knowledge management tools<\/h3><p>Provide the right information every time with AI-powered knowledge management tools. \r\n<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/predictive-web-engagement\"><div class=\"card-body\"><h3 class=\"h5\">Predictive engagement<\/h3><p>Use AI to proactively engage online customers in the moment of truth with the next-best offer or resource.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/automated-routing\"><div class=\"card-body\"><h3 class=\"h5\">Predictive routing<\/h3><p>Use AI to match customers to the employees most likely to deliver the best service and KPIs in real time.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/speech-and-text-analytics\"><div class=\"card-body\"><h3 class=\"h5\">Speech and text analytics<\/h3><p>Use text and speech analytics to identify key events, ensure compliance, spot training opportunities and more.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/virtual-agents\"><div class=\"card-body\"><h3 class=\"h5\">Virtual agent<\/h3><p>Enhance self-service with AI-powered bots that understand context and act like human agents to deliver a superior experience, anytime.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/work-automation-and-task-routing\"><div class=\"card-body\"><h3 class=\"h5\">Work automation<\/h3><p>Use accurate, consistent data to make more informed decisions across your back office.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Learn more about Genesys Cloud AI Studio and AI Guides<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]<div class=\"related-posts-container next-steps-module w-100\"><div class=\"inner-container scrollable-row-container\"><div class=\"row align-items-stretch gutter-small col-count-3 scrollable-row\"><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/work-automation-and-task-routing\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Work-automation-and-task-routing-thumbnail.png\" height=\"450\" width=\"824\" alt=\"Work automation and task routing thumbnail\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Product overview<\/p><h3 class=\"item-title h6\">Work automation and task routing<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/state-of-cx\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Resource-thumbnail_State-of-Customer-Experience-2025_1x.png\" height=\"464\" width=\"820\" alt=\"Access our flagship research report for global insights into the future of cx\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Report<\/p><h3 class=\"item-title h6\">The State of Customer Experience<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/practical-guide-to-contact-centre-routing\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/resource_thumb-practical-guide_to_cc_routing.png\" height=\"464\" width=\"820\" alt=\"Resource thumb practical guide to cc routing\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Practical guide<\/p><h3 class=\"item-title h6\">Practical guide to contact centre routing<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-white&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row el_class=&#8221;forced-modern&#8221;][vc_column]<a class=\"component-cta-block card w-100 h-100 bgc-glass centered cta-text-start  vc_custom_1750440353536\" role=\"button\" data-bs-toggle=\"modal\" aria-haspopup=\"true\" data-target=\"#getStartedBox\"  style=\"--ob-bg-mobile:url(https:\/\/www.genesys.com\/media\/agentic-AI_capability_CTA-block_mobile-2025.jpg);\"  href=\"#getStartedBox\" target=\"\" rel=\"\"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-content col-md-4\"><div class=\"content-container\"><h2>Start elevating CX with Genesys Cloud AI Studio<\/h2>\n<p class=\"d-none d-lg-block\">Request a demo to see how anyone \u2014 regardless of coding experience \u2014 can easily design, test and deploy AI-powered experiences from one place. And do it all with the control and consistency teams need to scale.<\/p>\n<\/div><div class=\" btn-container mt-2\"><div class=\"btn btn-primary\">Get started<\/div><\/div><\/div><\/div><\/a><style type='text\/css'>\r .forced-modern .component-cta-block .card-body { padding: 1rem 2.5rem; }\r <\/style>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Frequently asked questions about AI Studio<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;5\/6&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"component-accordion-container no-title\" data-display=\"accordion\"><div class=\"component-accordion-content custom-accordion\" data-opened=\"1\"><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How does Genesys Cloud AI Studio help businesses?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>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.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What are Genesys Cloud AI Guides?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>AI Guides are the core building blocks of agentic execution in Genesys Cloud \u2014 structured, AI-executable instructions designed to fulfil 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 Agent copilots with consistent, controllable and intent-aligned behaviours.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Who is AI Guides designed for?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>AI Guides are built for customer experience (CX) 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.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How do AI Guides use generative AI?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>AI Guides use large language models (LLMs)-based natural language processing to interpret user prompts and documents, generating complete agentic flows \u2014 including intents, slots and dialog logic. It also uses generative AI to continuously improve flow quality and relevance.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Can I customise the output generated by AI Guides?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>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.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Can I combine multiple AI Guides into one virtual agent?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>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 \u2014 like order tracking, password reset or appointment booking \u2014 and these flows can be added to your virtual agent\u2019s overall configuration.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What are Custom Conversation Summaries?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>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.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How can summaries written by AI be customised?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>In Genesys Cloud AI Studio, Custom Conversation Summaries allow you to define:<\/p>\n<ul>\n<li>The writing style and tone that fits your brand<\/li>\n<li>The structure and content focus, such as reason for contact, resolution steps or key actions<\/li>\n<li>Business-specific entities (dates) and customer insights (e.g., did Agent up-sell, greet customer, IDV)<\/li>\n<li>Whether to redact PII<\/li>\n<\/ul>\n<\/div><\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%7D%5D&#8221; vib=&#8221;enable&#8221; css=&#8221;.vc_custom_1714410887619{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_row content_placement=&#8221;middle&#8221; vib=&#8221;enable&#8221; vib_top=&#8221;6.333rem&#8221;][vc_column][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;video-play-right&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-md-offset-1 vc_col-sm-offset-0&#8243;][vc_column_text css=&#8221;&#8221;] Agentic AI Genesys Cloud AI Studio Now anyone on your team can build, configure and manage AI that powers copilots, automated experiences and more from one secure, centralised workspace [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;5\/12&#8243; 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