{"id":606586,"date":"2025-12-02T18:30:38","date_gmt":"2025-12-03T02:30:38","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=606586"},"modified":"2025-12-02T18:45:42","modified_gmt":"2025-12-03T02:45:42","slug":"how-monash-university-and-cancer-council-nsw-are-transforming-experiences-with-genesys-cloud","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-sg\/webinars\/how-monash-university-and-cancer-council-nsw-are-transforming-experiences-with-genesys-cloud","title":{"rendered":"Empowering the Future of CX: How Monash University and Cancer Council NSW are Transforming Experiences with Genesys Cloud"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"pre_h1\">On-demand Webinar | CX Network Virtual Event: Future of Contact Centres APAC<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Empowering the Future of CX:<\/h2>\n<h3>How Monash University and Cancer Council NSW are Transforming Experiences with Genesys Cloud<\/h3>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]Join Genesys and two leading Australian organisations \u2013 Monash University and Cancer Council NSW \u2013 as they share how they\u2019re reimagining customer and student engagement with Genesys Cloud. Discover how AI, automation, and omnichannel innovation are helping them deliver more connected, empathetic, and efficient experiences, empowering their teams and transforming outcomes for the communities they serve.<\/p>\n<p><strong>Key takeaways:<br \/>\n<\/strong><br \/>\n\u2022 Real-world insights from Monash University and Cancer Council NSW on their CX transformation journeys.<br \/>\n\u2022 How Genesys Cloud drives measurable impact across efficiency, engagement, and satisfaction.<br \/>\n\u2022 The role of AI, automation, and data in creating human-centred experiences at scale.<br \/>\n\u2022 Practical lessons and strategies to future-proof your contact centre for the experience economy.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" 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<select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option 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Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Watch now\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Watch now\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;599561&#8243; css=&#8221;&#8221; img_size=&#8221;full&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong>Phaneendra Avatapalli<\/strong><br \/>\nTechnical Solutions Consultant, eSolutions<br \/>\nMonash University<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;606588&#8243; css=&#8221;&#8221; img_size=&#8221;full&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong>Nicole Brown<\/strong><br \/>\nBusiness Planning Manager, Operations and Performance,<br \/>\nCancer Council NSW<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;606589&#8243; css=&#8221;&#8221; img_size=&#8221;full&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong>Sian Jenkins<\/strong><br \/>\nMarketing Director, A\/NZ &amp; India,<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text css=&#8221;&#8221;] On-demand Webinar | CX Network Virtual Event: Future of Contact Centres APAC [\/vc_column_text][vc_column_text css=&#8221;&#8221;] Empowering the Future of CX: How Monash University and Cancer Council NSW are Transforming Experiences with Genesys Cloud [\/vc_column_text][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]Join Genesys and two leading Australian organisations \u2013 Monash University and Cancer Council NSW \u2013 as they share how [&hellip;]<\/p>\n","protected":false},"author":952,"featured_media":606593,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-606586","webinars","type-webinars","status-publish","has-post-thumbnail","hentry"],"acf":{"meta_title":"Empowering the Future of CX: How Monash University and Cancer Council NSW are Transforming Experiences with Genesys Cloud","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","is_on_demand":true,"is_zoom":false,"item_nav_hide":"no","utm_pass":false,"disable_chat":false,"asset_expiration":"","get_started_config":"default","gsc_tab":false,"enable_external_utm":false,"add_to_global_events":false,"enable_ab_test":false,"enable_global_intellimize":true,"enable_intellimize_api":false,"enable_anti_flicker":false,"w_tycontent":"<p>Enjoy watching!<\/p>\n<p><iframe title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/JFJPYOZ3Hu0?si=9dZVBO-1mbqKdIbK\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n","media_type":"embed","media_position":"left","disable_next_steps":false,"display_desc":false,"next_steps_type":"default","title_align":"left","ns_title":"","ns_subtitle":"","resource_next_steps":[{"ID":606581,"post_author":"316","post_date":"2025-12-02 14:25:29","post_date_gmt":"2025-12-02 22:25:29","post_content":"[vc_section][vc_row][vc_column width=\"3\/6\"][vc_column_text css=\"\"]\r\n<p class=\"pre_h1\"><strong class=\"text-orange\">WEBINAR<\/strong><\/p>\r\n[\/vc_column_text][vc_column_text css=\"\"]\r\n<h1>Five trends reshaping customer experience in 2026<\/h1>\r\n[\/vc_column_text][vc_column_text css=\"\"]\r\n<h3>What\u2019s next for experience leaders<\/h3>\r\n[\/vc_column_text][cutoff co_thick=\"2px\"][vc_row_inner][vc_column_inner][webinarschedule][\/vc_column_inner][\/vc_row_inner][webinarschedulesingle][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]<em><strong><span class=\"TextRun SCXW13005554 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW13005554 BCX0\">AI. Trust. Empathy. The new foundations of experience.<\/span><\/span><span class=\"EOP SCXW13005554 BCX0\" data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/strong><\/em>\r\n\r\nIn 2026, there will be a fundamental shift in how customer experience creates value. The organisations that thrive won't just adopt new technology \u2014 they'll reimagine what's possible when experience becomes the primary competitive differentiator.\r\n\r\nJoin industry experts and CX pioneers as they decode five patterns transforming customer experience:\r\n<ul>\r\n \t<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"120\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\">How experience itself has become the biggest organisational differentiator<\/li>\r\n \t<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"120\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\">How agentic AI is orchestrating experiences, not just automating tasks<\/li>\r\n \t<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"120\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\">Why trust and transparency are now competitive advantages<\/li>\r\n \t<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"120\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\">How to build a human-AI workforce that delivers empathy at scale<\/li>\r\n \t<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"120\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\">How measurement and metrics are evolving in the experience era<\/li>\r\n<\/ul>\r\nThis isn't another trends update. It's your strategic roadmap for competing in an experience-first economy.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"1\/6\" offset=\"vc_hidden-sm vc_hidden-xs\"][\/vc_column][vc_column width=\"2\/6\"][mktoform cta_button=\"Watch now\" form_reach=\"noreach\" ar_status=\"Asset\" cms_hold=\"RG\" cid_id=\"701Ht000001CVDbIAO\"][\/vc_column][\/vc_row][vc_row disable_element=\"yes\"][vc_column][vc_row_inner equal_height=\"yes\" content_placement=\"top\" el_class=\"speaker_list\"][vc_column_inner width=\"1\/2\"][vc_single_image image=\"310779\" img_size=\"full\"][vc_column_text]\r\n<p style=\"text-align: center;\"><strong>Speaker Name<\/strong>\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"310751\" img_size=\"full\"][vc_column_text]\r\n<p style=\"text-align: center;\"><strong>Speaker Name<\/strong>\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=\"yes\" content_placement=\"top\" el_class=\"speaker_list\"][vc_column_inner width=\"1\/2\"][vc_single_image image=\"310779\" img_size=\"full\"][vc_column_text]\r\n<p style=\"text-align: center;\"><strong>Speaker Name<\/strong>\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"310751\" img_size=\"full\"][vc_column_text]\r\n<p style=\"text-align: center;\"><strong>Speaker Name<\/strong>\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]\r\n<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]","post_title":"Five trends reshaping customer experience in 2026","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"five-trends-reshaping-customer-experience-in-2026","to_ping":"","pinged":"","post_modified":"2026-01-26 19:31:54","post_modified_gmt":"2026-01-27 03:31:54","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/webinars\/five-trends-reshaping-customer-experience-in-2026","menu_order":0,"post_type":"webinars","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":423617,"post_author":"316","post_date":"2025-11-17 14:35:56","post_date_gmt":"2025-11-17 22:35:56","post_content":"","post_title":"Contact centre buyer's guide","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"contact-centre-buyers-guide","to_ping":"","pinged":"","post_modified":"2026-01-27 18:22:38","post_modified_gmt":"2026-01-28 02:22:38","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/2022-contact-centre-buyers-guide","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":591062,"post_author":"717","post_date":"2025-09-02 16:21:51","post_date_gmt":"2025-09-02 23:21:51","post_content":"","post_title":"Contact centre AI myths vs. reality","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"contact-centre-ai-myths-vs-reality","to_ping":"","pinged":"","post_modified":"2025-09-02 16:23:31","post_modified_gmt":"2025-09-02 23:23:31","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/article\/contact-centre-ai-myths-vs-reality","menu_order":0,"post_type":"article","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":596966,"post_author":"1189","post_date":"2025-08-20 09:44:43","post_date_gmt":"2025-08-20 16:44:43","post_content":"[vc_section full_width=\"stretch_row\"][vc_row][vc_column][vc_column_text css=\"\" el_class=\"d-none\"]<span style=\"font-weight: 400;\">Agentic AI has become one of the hottest buzzwords in technology today. As is typical with new capabilities, <\/span><a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/agentic-ai-the-difference-between-leading-and-lagging-in-cx\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">agentic AI<\/span><\/a><span style=\"font-weight: 400;\"> has no clear, agreed upon definition. To add to the confusion, some of the big players in the market have each created a different definition of agentic AI.<\/span>[\/vc_column_text][vc_column_text css=\"\"]<strong><em>This article was written by Global Tech independent consultants Melissa Swartz, Beth English, and Chris Thalassinos, who are experts on communication technology and AI.<\/em><\/strong>\r\n\r\n<span style=\"font-weight: 400;\">Agentic AI has become one of the hottest buzzwords in technology today. As is typical with new capabilities, <\/span><a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/agentic-ai-the-difference-between-leading-and-lagging-in-cx\"><span style=\"font-weight: 400;\">agentic AI<\/span><\/a><span style=\"font-weight: 400;\"> has no clear, agreed upon definition. To add to the confusion, some of the big players in the market have each created a different definition of agentic AI.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Cynically, this confusion could be seen as a mechanism used by vendors to set the stage to highlight capabilities that they provide, while downplaying those that are not offered.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Alternatively, confusion might be reduced as multiple \u201cflavours\u201d of artificial intelligence (AI) agents emerge as technology matures, allowing for flexibly segmented development.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This leaves many asking: <\/span><i><span style=\"font-weight: 400;\">Is agentic AI a breakthrough technology or just the latest hype?<\/span><\/i>\r\n\r\n<span style=\"font-weight: 400;\">Let\u2019s dig a little deeper and see if we can find some answers.<\/span>\r\n<h2><span style=\"font-weight: 400;\">Defining Agentic AI<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">According to this <\/span><a href=\"https:\/\/www.youtube.com\/watch?v=ZZ2QUCePgYw\"><span style=\"font-weight: 400;\">video<\/span><\/a><span style=\"font-weight: 400;\"> from Google, \u201cNo one seems to agree on exactly what an agent is.\u201d It makes sense to think of agentic capabilities as a continuum of capability and complexity.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Not all agents will be equally complex; some will perform very simple tasks. Others may have greater capabilities and the ability to handle more complexity (See figure below).<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_video link=\"https:\/\/www.youtube.com\/watch?v=GJbrVe5zpc8\" el_width=\"70\" css=\"\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]<span style=\"font-weight: 400;\">However, there are some characteristics that are generally considered to be capabilities of agentic AI:<\/span>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Agents exist within a specific environment.\r\n<\/span><\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">They have one or more goals to accomplish.\r\n<\/span><\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Agents are able to sense inputs or stimulus in their environment.<\/span><\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">They are able to reason about the things that they sense and decide on a course of action based on the stimulus.<\/span><\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Agents can act autonomously to accomplish a specific goal. Actions can include:<\/span>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\">Providing notifications if specific conditions are met.<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Reviewing documents and providing an answer to a question.<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Handing off the interaction to another agent or a human.<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Updating records, cancelling orders or kicking off other processes.<\/span><\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n<a href=\"https:\/\/kanesimms.substack.com\/p\/what-agentic-ai-actually-is-a-deeply?r=g9nf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">In short:<\/span><\/a><span style=\"font-weight: 400;\"> Agents can <\/span><i><span style=\"font-weight: 400;\">sense, decide and act<\/span><\/i><span style=\"font-weight: 400;\"> within their <\/span><i><span style=\"font-weight: 400;\">environment <\/span><\/i><span style=\"font-weight: 400;\">to fulfil a given agenda.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Additionally, they might be able to interact with other AI agents, analyse and improve their performance over time; have dialogue capabilities; act proactively; and\/or affect the real world by taking actions, such as preventing a financial transaction when fraud is detected or placing orders to restock for low inventory.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">According to Google Gemini, agentic AI refers to a class of artificial intelligence systems designed to operate autonomously, make decisions and perform tasks without constant human intervention. The term &quot;agentic&quot; highlights their &quot;agency&quot; \u2014 their capacity to act independently and with purpose towards a goal.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">How Is Agentic AI Different From Traditional AI?<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">Google Gemini notes that \u201cagentic AI represents a significant step forward from traditional AI, moving towards systems that are not just intelligent but also capable of independent action, planning, and continuous self-improvement in dynamic environments.\u201d<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Traditional applications rely on a set of predefined rules to make decisions or perform simple tasks and are typically scripted. The rules and scripts control the actions.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Researchers in the multi-agent systems field contend that legacy \u201cagents\u201d that follow pre-defined rules are just programs \u2014 and are not truly agentic.<\/span>\r\n\r\n<span style=\"font-weight: 400;\"><a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/ai-studio\" target=\"_blank\" rel=\"noopener\">Agentic AI doesn\u2019t follow a script<\/a>. Instead, it\u2019s given a goal. It then determines the best route to reach that goal. T<\/span><span style=\"font-weight: 400;\">ypically, the agentic AI is given parameters, such as a set of tools, instructions on how to use them and a description of how to execute the action.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Agentic capabilities include the ability to evaluate different scenarios and predict the outcomes of various actions. They can even assign a value to each action based on how well it aligns with the agent\u2019s goals. By doing so, the agent acts autonomously to choose the action that\u2019s most likely to achieve its goals.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Agentic AI uses <a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-are-large-language-models-llms\" target=\"_blank\" rel=\"noopener\">large language models (LLMs)<\/a> to understand inputs it receives and to communicate via dialogue. These AI agents can provide responses based on the context of a conversation, including information previously provided. This greatly improves the perceived quality of the interaction. <\/span>\r\n\r\n<span style=\"font-weight: 400;\">For example, if a car insurance policyholder asks, \u201cCan I add my new Chevy to the policy?\u201d the AI can respond with \u201cSure. To add your Chevy, I\u2019ll need to know\u2026\u201d This confirms, in a fluid way, that the transaction is progressing properly.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Users can add follow-up questions, and the Agent will \u201cremember\u201d and incorporate previous inputs. For example, they can ask: \u201cIt\u2019s a 1968 model. Is special insurance required?\u201d Here, the Agent would \u201cremember\u201d that the vehicle is a Chevy and investigate to provide an answer.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">\u201cCan you also add my Nissan?\u201d The Agent recognizes that this is a new request to add an additional vehicle. Agentic AI can handle this smoothly, whereas a scripted interaction would require the user to return to an earlier part of the transaction to start down this new path.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">\u201cFor the Nissan, I only need Collision and Liability, not Comprehensive. How much will my rate increase?\u201d<\/span>\r\n\r\n<span style=\"font-weight: 400;\">The Agent can respond to this request by looking up the information, obtaining additional information if needed and calculating the amount to provide an answer.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">How Organisations Can Use Agentic AI <\/span><\/h2>\r\n<span style=\"font-weight: 400;\">Agentic AI can be used in many ways, across functions and industries. From a customer experience perspective, agentic AI can be used:<\/span>\r\n<h4><span style=\"font-weight: 400;\">To extend the capabilities of traditional chatbots to provide true problem resolution:<\/span><\/h4>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\">Retrieve customer data, history, and knowledge base information<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Deliver context-specific responses or pass customers to the appropriate resources for further assistance<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Take action to resolve a problem, update records, provide status information, etc.<\/span><\/li>\r\n<\/ul>\r\n<h4><span style=\"font-weight: 400;\">For determining customer intent, even in situations where the information provided is complex or vague:<\/span><\/h4>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\">Ask follow-up questions to gain more context, based on each individual situation<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Determine if there is a question to be answered or if action is required<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Retrieve information to answer the question or route to another agent\/program\/person to fulfil the action<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Communicate with requestor regarding status or to obtain additional info needed to progress through a workflow<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Select the right tool to perform the required action<\/span><\/li>\r\n<\/ul>\r\n<h4><span style=\"font-weight: 400;\">To operate across channels (voice, email, chat, SMS, etc.):<\/span><\/h4>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\">Access full customer history and context from multiple sources (order history, chat history, previous calls, emails)<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Provide follow-up information via customer\u2019s preferred channel (SMS, chat, email)<\/span><\/li>\r\n<\/ul>\r\n<h4><span style=\"font-weight: 400;\">To automate documentation of interactions, including:<\/span><\/h4>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\">Interaction summarisation<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Trend analysis<\/span><\/li>\r\n<\/ul>\r\n<h4><span style=\"font-weight: 400;\">Proactive outbound contacts:<\/span><\/h4>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\">Follow-up information<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Status updates<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Reminders<\/span><\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Understanding the Benefits of Agentic AI<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">At a high level, some of the benefits that Agentic AI can offer for customer experience include:<\/span>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\">Automation of more complex processes than simple scripting programs can handle<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Improved, nuanced dialogue that appears natural to customers\/users<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Offloading of mundane tasks from humans, allowing them to handle more complex tasks or those requiring empathy or creative thinking<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Faster results and outcomes, as automated processes are no longer delayed by waiting on humans to move to the next step<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Consistent quality<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Ongoing improvement<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">24x7x365 operation<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Handling spikes in volume that would overload traditional operations<\/span><\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Drawbacks of Agentic AI in CX<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">As with everything, there are drawbacks with the use of agentic AI in customer experience. It\u2019s much like using a blowtorch. In the right situation, a blowtorch is a fantastic tool. But if used incorrectly, it can burn down a building.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Here are some potential risks that must be mitigated when using agentic AI.<\/span>\r\n<h4><span style=\"font-weight: 400;\">Garbage In, Garbage Out<\/span><\/h4>\r\n<span style=\"font-weight: 400;\">Before you automate, it\u2019s imperative that your existing processes are optimised and well documented. Underlying data should be clean, classified and accessible. Optimising your processes and data can be challenging. Don\u2019t underestimate the level of effort necessary.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span>\r\n<h4><span style=\"font-weight: 400;\">Complexity<\/span><\/h4>\r\n<span style=\"font-weight: 400;\">Supporting agentic AI requires staff with the skills necessary for managing and governing AI agents. There can be many ongoing support challenges due to their technical complexity.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">They must be managed and optimised on an ongoing basis to ensure that they are operating as expected and don\u2019t<\/span> <a href=\"https:\/\/www.ibm.com\/think\/topics\/model-drift\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">drift<\/span><\/a><span style=\"font-weight: 400;\"> or experience downgraded quality. Testing and monitoring can be challenging as agentic AI applications and LLMs don\u2019t provide the exact same output in every iteration.<\/span>\r\n<h4><span style=\"font-weight: 400;\">Sabotage<\/span><\/h4>\r\n<span style=\"font-weight: 400;\">Employees who are fearful of future job loss may sabotage AI rollouts.<\/span>\r\n<h4><span style=\"font-weight: 400;\">The Usual Suspects<\/span><\/h4>\r\n<span style=\"font-weight: 400;\">AI has other<\/span> <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/responsible-cx-solving-the-speed-and-safety-equation-for-ai\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">risks that must be mitigated<\/span><\/a><span style=\"font-weight: 400;\">, such as:<\/span>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\">Inherited<\/span> <a href=\"https:\/\/www.weforum.org\/stories\/2021\/07\/ai-machine-learning-bias-discrimination\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">bias<\/span><\/a><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Possibility of<\/span> <a href=\"https:\/\/www.forbes.com\/sites\/conormurray\/2025\/05\/06\/why-ai-hallucinations-are-worse-than-ever\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">hallucinations<\/span><\/a><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Security issues including:<\/span>\r\n<ul>\r\n \t<li>Risk of exposure of proprietary information<\/li>\r\n \t<li>Susceptibility to external manipulation through <a href=\"https:\/\/www.securityweek.com\/how-hackers-manipulate-agentic-ai-with-prompt-engineering\/\" target=\"_blank\" rel=\"noopener\">malicious prompt injections<\/a><\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n<span style=\"font-weight: 400;\">While the increased autonomy and reasoning power of Agentic AI is a major advantage, it can also be a source of unpredictability. It\u2019s important for <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/deliver-the-next-level-of-experience-with-genesys-cloud-ai-studio-and-ai-guides\" target=\"_blank\" rel=\"noopener\">organisations to have clear guardrails and oversight<\/a> to be sure this independence remains aligned with business goals \u2013 and doesn\u2019t drive off course.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Building Your Foundation for Agentic AI<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">Agentic AI is a powerful technology that promises automation of increasingly complex workflows. At the same time, poor implementations, a lack of understanding on costs and overall value, or lax security have the potential to create a fiasco. It\u2019s important to ensure that your organisation has a strong foundation from which to build AI capabilities.<\/span>\r\n\r\n<a href=\"https:\/\/globaltech.net\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Global Tech<\/span><\/a><span style=\"font-weight: 400;\"> offers an<\/span> <a href=\"https:\/\/globaltech.net\/ai-readiness-quiz\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">online quiz<\/span><\/a><span style=\"font-weight: 400;\"> that will provide a high-level score of your organisation\u2019s AI readiness. We also assist in identifying and assessing the viability of AI use cases and creating strategic plans for implanting AI.<\/span>\r\n\r\nGenesys Cloud\u2122 AI Studio makes it easier to build and scale AI-powered experiences in the era of agentic AI. With it, anyone in your organisation can drive better customer experience (CX) across every conversation. Learn how you can <a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/genesys-cloud-ai-studio-and-genesys-cloud-ai-guides-product-overview\" target=\"_blank\" rel=\"noopener\">use Genesys Cloud AI Studio to deploy AI faster<\/a> with a centralised place for creating, configuring and managing the technology.\r\n\r\n<em>GlobalTech guides organisations on their AI journey. From workshops exploring AI opportunities to strategic roadmaps, we support your move to AI. We help organisations assess their data, infrastructure, and organisational readiness for supporting AI. Most importantly, we work with you to ensure that AI makes good sense financially and for your business operation.<\/em>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"The rise, benefits and concerns around agentic AI","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"the-rise-benefits-and-concerns-around-agentic-ai","to_ping":"","pinged":"","post_modified":"2026-03-05 00:12:55","post_modified_gmt":"2026-03-05 08:12:55","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/the-rise-benefits-and-concerns-around-agentic-ai","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"}]},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/606586","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/952"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/606586\/revisions"}],"predecessor-version":[{"id":606592,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/606586\/revisions\/606592"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/606593"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=606586"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=606586"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=606586"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=606586"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=606586"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=606586"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=606586"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=606586"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=606586"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=606586"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=606586"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}