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Redefining contact centers with virtual agents

Genesys Cloud Virtual Agent transforms customer engagement by automating and personalizing 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 optimize conversational flows using simple prompts — no technical expertise required.

Fully integrated into the Genesys Cloud™ 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, organizations can boost agent efficiency, improve resolution rates and enhance customer satisfaction.

Underpinned by adaptive guardrails and retrieval-augmented generation, Genesys Cloud Virtual Agent ensures accuracy, transparency and security at scale — making every automated interaction both powerful and trustworthy.

Genesys Cloud Virtual Agent explained

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.

Build AI agents for smarter AI conversations

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 interactive demo.

With Genesys Cloud AI Guides, cross-functional teams can build and evolve virtual agents without writing code or starting from scratch.

What are AI Guides in Genesys Cloud?

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.

How are they created?

AI Guides can be generated in several ways:

• From a natural language prompt (e.g., “Create a guide that verifies customer identity and resets a password”)
• From a standard operating procedure or knowledge document, turning existing business processes into executable logic
• By learning from top-performing agent conversations, capturing best practices and decision patterns

Once generated, AI Guides provide a governed, reusable set of instructions that enable consistent, contextual and compliant actions across every interaction — powering automation and augmentation throughout the Genesys Cloud AI ecosystem.

Seamless integrations

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.

Scalable and reliable

Whether you’re handling hundreds or millions of interactions, Genesys Cloud Virtual Agent scales with your business. It’s enterprise-grade, secure and globally supported, giving you the confidence to automate at any level.

Human and AI together

Genesys Cloud doesn’t replace your agents — 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’re laying the groundwork for agentic AI in customer experience.

Curious now? Download the product overview