{"id":564863,"date":"2025-03-25T11:10:51","date_gmt":"2025-03-25T18:10:51","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=564863"},"modified":"2025-11-24T19:26:05","modified_gmt":"2025-11-25T03:26:05","slug":"genesys-cloud-virtual-agent-product-overview","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-sg\/resources\/genesys-cloud-virtual-agent-product-overview","title":{"rendered":"Genesys Cloud Virtual Agent product overview"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%5D&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>Transforming self-service automation into a conversational brand with virtual agents<\/h1>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/5bea9195175d7169\/original\/Virtual-Agent-Product-Overview-EN.pdf\" target=\"_blank\" rel=\"\">Get the overview<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=&#8221;top&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Redefining contact centres with virtual agents<\/h2>\n<p>Genesys Cloud Virtual Agent transforms customer engagement by automating and personalising interactions through advanced artificial intelligence (AI), natural language processing and large language models. Built with a no-code visual designer, it empowers business users to create and optimise conversational flows using simple prompts \u2014 no technical expertise required.<\/p>\n<p>Fully integrated into the Genesys Cloud\u2122 platform, virtual agents deliver seamless, context-aware support across voice, chat, email and social channels, ensuring consistent, humanlike experiences. With real-time analytics and intelligent handovers, organisations can boost agent efficiency, improve resolution rates and enhance customer satisfaction.<\/p>\n<p>Underpinned by adaptive guardrails and retrieval-augmented generation, Genesys Cloud Virtual Agent ensures accuracy, transparency and security at scale \u2014 making every automated interaction both powerful and trustworthy.<\/p>\n<h2>Genesys Cloud Virtual Agent explained<\/h2>\n<p>Genesys Cloud Virtual Agent leverages AI to create intelligent, natural conversations from simple prompts. Fully integrated with the Genesys Cloud platform, it connects seamlessly with existing systems and scales effortlessly across every channel. Below are some of the key ways Genesys Cloud simplifies and accelerates virtual agent deployment.<\/p>\n<h3>Build AI agents for smarter AI conversations<\/h3>\n<p>Genesys Cloud Virtual Agent is built on advanced AI that delivers humanlike, context-aware conversations across voice and digital channels. It understands customer intent, adapts responses and continuously learns to improve service quality. See it for yourself in this <a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/genesys-cloud-virtual-agent-demo\">interactive demo<\/a>.<\/p>\n<p>With Genesys Cloud AI Guides, cross-functional teams can build and evolve virtual agents without writing code or starting from scratch.<\/p>\n<p>What are <a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/genesys-cloud-ai-studio-and-genesys-cloud-ai-guides-product-overview\">AI Guides<\/a> in Genesys Cloud?<\/p>\n<p>AI Guides are AI-generated instruction sets created and managed within AI Studio, part of the Genesys Cloud platform. They translate business goals into structured actions that can be executed by either virtual agents or Agent copilot.<\/p>\n<p>How are they created?<\/p>\n<p>AI Guides can be generated in several ways:<\/p>\n<ul>\n<li>From a natural language prompt (e.g., \u201cCreate a guide that verifies customer identity and resets a password\u201d)<\/li>\n<li>From a standard operating procedure or knowledge document, turning existing business processes into executable logic<\/li>\n<li>By learning from top-performing agent conversations, capturing best practices and decision patterns<\/li>\n<\/ul>\n<p>Once generated, AI Guides provide a governed, reusable set of instructions that enable consistent, contextual and compliant actions across every interaction \u2014 powering automation and augmentation throughout the Genesys Cloud AI ecosystem.<\/p>\n<h3>Seamless integrations<\/h3>\n<p>Connect your virtual agents directly to the systems your business already relies on. From CRM platforms to back-end databases, Genesys Cloud Virtual Agent integrates seamlessly so your customers get accurate, real-time answers.<\/p>\n<h3>Scalable and reliable<\/h3>\n<p>Whether you\u2019re handling hundreds or millions of interactions, Genesys Cloud Virtual Agent scales with your business. It\u2019s enterprise-grade, secure and globally supported, giving you the confidence to automate at any level.<\/p>\n<h3>Human and AI together<\/h3>\n<p>Genesys Cloud doesn\u2019t replace your agents \u2014 it empowers them. Virtual agents handle repetitive tasks, while your human agents focus on solving complex issues and building customer loyalty. Together, they create a faster, smarter and more empathetic contact center. Discover how we\u2019re <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/laying-the-groundwork-for-agentic-ai-in-customer-experience\">laying the groundwork for agentic AI in customer experience<\/a>.<\/p>\n<h3>Curious now? Download the product overview<\/h3>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/5bea9195175d7169\/original\/Virtual-Agent-Product-Overview-EN.pdf\" target=\"_blank\" rel=\"\">Get the overview<\/a><\/div>[vc_column_text el_class=&#8221;mt-2&#8243;][\/vc_column_text][\/vc_column][vc_column width=&#8221;5\/12&#8243;]<div class=\"component card w-100 bgc-white vertical text-start   chevron-only has-card-header  \" ><div class=\"card-header p-1  \" ><h3 class=\"mb-0\"><i class=\"fak fa-gen-star text-whiteicon-size-regular\" aria-hidden=\"true\"><\/i> Benefits<\/h3><\/div><div class=\"card-body\"><ul class=\"text-24\">\n<li>Use natural language description to build flows and virtual agents<\/li>\n<li>Handle complex and ambiguous conversations like a human<\/li>\n<li>Highlight answers and linked sources on self-service responses<\/li>\n<li>Automate summaries and wrap-ups on call completion and handovers<\/li>\n<li>Provide full clarity on performance with integrated analytics<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column]<div class=\"related-posts-container next-steps-module w-100\"><div class=\"inner-container scrollable-row-container\"><div class=\"row\"><div class=\"text-col col-lg-12 title-container\"><h2 class=\"text-center\">Keep exploring<\/h2><\/div><\/div><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-capabilities\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/virtual-agents\"><div class=\"thumbnail-col thubmnail default-thumb\"><img decoding=\"async\" src=\"\/media\/default-resource-thumb-wave-1.jpg\" height=\"464\" width=\"820\" alt=\"Genesys wave default resource thumbnail 1\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Capability<\/p><h3 class=\"item-title h6\">Virtual agent<\/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-blog\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/virtual-agents-breaking-free-from-the-limits-of-traditional-chatbots\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_449854927-scaled-e1730410869759.jpeg\" height=\"547\" width=\"822\" alt=\"Virtual agent, chatbot, ai, customer experience, artificial intelligence\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Blog<\/p><h3 class=\"item-title h6\">Virtual agents: Breaking free from the limits of traditional chatbots<\/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\/genesys-cloud-virtual-agent-demo\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/820x464-Virtual-Agent-Demo-Video_thumb.jpg\" height=\"464\" width=\"820\" alt=\"820&#215;464 virtual agent demo video thumb\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Demo<\/p><h3 class=\"item-title h6\">Virtual Agent Demo<\/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]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%5D&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;] Transforming self-service automation into a conversational brand with virtual agents [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=&#8221;top&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;] Redefining contact centres with virtual agents Genesys Cloud Virtual Agent transforms customer engagement by automating and personalising interactions through advanced artificial intelligence (AI), natural language processing and large language models. Built with a no-code visual designer, it [&hellip;]<\/p>\n","protected":false},"author":738,"featured_media":563408,"template":"","tax_priority":[],"tax_contenttheme":[14904],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16256],"tax_products_programs":[],"tax_buying_job":[16717],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-564863","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_contenttheme-level-up-your-technology-en-sg","tax_capability_sitewide-digital-en-sg","tax_buying_job-job-4-supplier-selection-en-sg","tax_content_type-product-overview-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/564863","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/738"}],"version-history":[{"count":10,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/564863\/revisions"}],"predecessor-version":[{"id":605531,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/564863\/revisions\/605531"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/563408"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=564863"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=564863"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=564863"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=564863"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=564863"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=564863"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=564863"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=564863"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=564863"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=564863"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=564863"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}