{"id":634656,"date":"2026-08-10T18:00:43","date_gmt":"2026-08-11T01:00:43","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=634656"},"modified":"2026-08-10T20:08:31","modified_gmt":"2026-08-11T03:08:31","slug":"sustainable-growth-in-the-age-of-ai-starts-with-empathy","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/pt-br\/blog\/post\/sustainable-growth-in-the-age-of-ai-starts-with-empathy","title":{"rendered":"O crescimento sustent\u00e1vel na era da IA come\u00e7a com empatia"},"content":{"rendered":"

[vc_section][vc_row][vc_column][vc_column_text css=””]O futuro da sustentabilidade est\u00e1 sendo moldado por uma das for\u00e7as mais transformadoras do nosso tempo: a intelig\u00eancia artificial\u00a0(IA). Em todos os setores, a IA est\u00e1 mudando a forma como as organiza\u00e7\u00f5es\u00a0operam, como os funcion\u00e1rios trabalham, como os clientes s\u00e3o\u00a0atendidos\u00a0e como os l\u00edderes pensam sobre o crescimento. Ela pode ajudar as empresas a resolver problemas mais rapidamente, melhorar o acesso aos servi\u00e7os, reduzir o atrito, fortalecer a\u00a0resili\u00eancia\u00a0e criar experi\u00eancias mais personalizadas e centradas no ser humano em escala.<\/p>\n

Ela traz uma promessa extraordin\u00e1ria.\u00a0Mas\u00a0a promessa\u00a0por si s\u00f3 n\u00e3o \u00e9 suficiente.<\/p>\n

\u00c0 medida que a IA se torna mais capaz e mais profundamente integrada aos sistemas que moldam a vida cotidiana das pessoas, nossa responsabilidade aumenta. A quest\u00e3o n\u00e3o \u00e9 mais simplesmente se a tecnologia pode nos ajudar a avan\u00e7ar mais rapidamente. \u00c9 se podemos usar a tecnologia para avan\u00e7ar com prop\u00f3sito,\u00a0disciplina\u00a0e empatia.[\/vc_column_text][vc_column_text css=””]<\/p>\n

Sustainability as strategy, not afterthought<\/span><\/span>\u00a0<\/span><\/h3>\n

At Genesys, belief\u00a0in that possibility\u00a0sits at the heart of our sustainability strategy. We see sustainability not as a separate initiative\u00a0from our everyday work, but\u00a0as a way to\u00a0turn empathy into action. It guides how we reduce environmental impact, how we build trusted technology, how we support our people and communities, and how we help customers grow responsibly in an\u00a0increasingly\u00a0AI-first world.<\/span>\u00a0<\/span><\/p>\n

In FY26, we continued to make progress across our three sustainability pillars: Planet,\u00a0People\u00a0and Performance. We reduced reported Scope 1, 2 and 3 emissions by\u00a015% organically compared to FY25, received validation from the Science Based Targets initiative for our near-term emissions reduction targets, and kept Genesys Cloud operations carbon neutral. We also advanced\u00a0toward\u00a0our goal to enable 80 million conversations between charities and people in need by FY31, with\u00a0more than 33\u00a0million charitable conversations\u00a0already\u00a0powered from FY24 through FY26.<\/span>\u00a0<\/span><\/p>\n

These are\u00a0all\u00a0important milestones. But they are also reminders that sustainable growth is not measured by one achievement, one metric or one year of progress. It is built through the everyday choices we make about how we innovate,\u00a0operate\u00a0and lead.<\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

The promise \u2014 and the responsibility \u2014 of AI<\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/h3>\n

These choices become especially important\u00a0when it comes to AI.<\/span>\u00a0<\/span><\/p>\n

AI has the potential to make customer and employee experiences more intuitive,\u00a0inclusive\u00a0and empathetic. It can help organizations better understand needs,\u00a0anticipate\u00a0next\u00a0steps\u00a0and create more seamless support. For nonprofits and public service organizations, it can help extend limited resources and reach more people in moments that matter. For employees, it can reduce repetitive work and open new opportunities for creativity, problem-solving\u00a0and connection.<\/span>\u00a0<\/span><\/p>\n

At the same time, AI raises real questions about energy use, data protection, fairness, transparency, bias,\u00a0oversight\u00a0and accountability. For sustainability leaders, these issues are deeply connected. Responsible AI is not only a technology issue. It is a governance issue, a trust issue, an environmental\u00a0issue\u00a0and a human issue.<\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

Governance as a foundation, not a guardrail<\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h3>\n

That is why our approach at Genesys is anchored in a dual mandate: innovate and protect.<\/span>\u00a0<\/span><\/p>\n

We are advancing AI-Powered Experience Orchestration while strengthening the governance needed to help customers deploy AI responsibly. In FY26, Genesys earned ISO\/IEC 42001:2023 certification for the <\/span>Genesys Cloud\u2122\u00a0platform<\/span><\/a>,\u00a0launched the\u00a0<\/span>Genesys Cloud Trust Center<\/span><\/a>\u00a0and continued to align our AI risk management practices with recognized frameworks. Our AI principles emphasize\u00a0security and privacy,\u00a0accountability, transparency,\u00a0fairness\u00a0and governance.\u00a0Rather than\u00a0abstract ideals, they\u00a0are the foundation for building technology that people can trust.<\/span>\u00a0<\/span><\/p>\n

Trust also depends on resilience. Customers rely on Genesys Cloud to support critical interactions around the world.\u00a0Our reported FY26 platform availability of 99.995%\u00a0reflects the importance of designing systems that are secure,\u00a0reliable\u00a0and ready to serve. In a world shaped by climate risk, regulatory change, cybersecurity\u00a0threats\u00a0and rapid AI transformation, resilience is sustainability in action.<\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

Designing AI with the planet in mind<\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h3>\n

Sustainable growth also requires us to think differently about environmental\u00a0impact\u00a0in the technology sector. As more organizations move from on-premises infrastructure to the cloud, there is an opportunity to reduce reliance on dedicated hardware,\u00a0decrease\u00a0idle\u00a0capacity\u00a0and improve energy efficiency.<\/span>\u00a0<\/span><\/p>\n

At the same time, the growth of AI requires thoughtful design choices. We are focused on developing AI with sustainability in mind, including using foundational models, right-sized\u00a0models\u00a0and techniques that can improve performance without unnecessary energy use.\u00a0<\/span>We are also in the\u00a0early stages\u00a0of quantifying the energy and emissions impacts of AI workloads\u00a0\u2014\u00a0a challenge shared across the technology industry\u00a0\u2014\u00a0and expect this to be an increasingly\u00a0important component\u00a0of our climate strategy as AI adoption grows.<\/span>\u00a0<\/span><\/p>\n

This is where governance and innovation must work together. Strong governance does not slow progress\u00a0\u2014\u00a0it makes progress more durable. It helps us ask better questions earlier. How is data being used? How do we protect privacy? How do we reduce risk? How do we\u00a0design for\u00a0accessibility and inclusion? How do we ensure that efficiency gains do not come at the expense of human dignity,\u00a0fairness\u00a0or trust?<\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

Empathy starts within<\/span><\/span>\u00a0<\/span><\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h3>\n

The answers to those questions are shaped by culture.<\/span>\u00a0<\/span><\/p>\n

At Genesys, empathy begins inside our own organization. In FY26, our employee engagement score rose to 8.6 out of 10, placing us in the top 10% of the technology industry. We launched foundational AI Literacy training, completed by 94% of employees, to help our people build confidence and use AI responsibly. We continued to invest in inclusion, belonging,\u00a0learning\u00a0and well-being because we believe a company can only build empathetic technology if it cultivates empathy within its own teams.<\/span>\u00a0<\/span><\/p>\n

That same spirit extends to our communities. Through Impact Together, employees logged more than 12,000 volunteer hours in FY26, supporting causes tied to crisis response, STEM\u00a0education\u00a0and the environment. These efforts matter because sustainability is\u00a0ultimately about\u00a0people. It is about expanding access, reducing harm, creating\u00a0opportunity\u00a0and helping communities become more resilient.<\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

The future <\/span>we’re<\/span>\u00a0building<\/span><\/span>\u00a0<\/span><\/span><\/span>\u00a0<\/span><\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h3>\n

I am hopeful about what comes next because I see a growing recognition that business value and sustainability progress are not competing priorities. They are increasingly interdependent. The companies that will lead in the future are those that can grow while reducing impact, innovate while earning trust, and use AI not to replace empathy, but to help deliver it more consistently and at greater scale.<\/span>\u00a0<\/span><\/p>\n

That is the future we\u00a0continue to work\u00a0toward at\u00a0Genesys. One where technology helps organizations serve people better. One where governance strengthens innovation. One where growth is measured not only by what we achieve, but by how responsibly we achieve it. And one where empathy\u00a0remains\u00a0our guide as we build what comes next.<\/span>\u00a0<\/span><\/p>\n

Read our FY26 Sustainability Report<\/span><\/a>\u00a0to learn how Genesys is creating lasting value through our operations and solutions.\u00a0<\/span>\u00a0<\/span><\/p>\n

About\u00a0our Sustainability Report<\/span><\/b>\u00a0<\/span><\/p>\n

Unless otherwise stated, the metrics in this blog are excerpted from our\u00a0Fiscal\u00a0Year 2026 Sustainability Report, which includes updates on our sustainability strategy, performance and related metrics, and should be read in\u00a0conjunction\u00a0with the full report covering our fiscal year 2026, which is the period from February 1,\u00a02025\u00a0to\u00a0January\u00a031, 2026,\u00a0with\u00a0additional\u00a0information on\u00a0activities, where appropriate, through July\u00a02026. Unless\u00a0indicated\u00a0or the context requires otherwise, all metrics cover our fiscal year 2026.\u00a0<\/span>\u00a0<\/span><\/p>\n

The goals and projects described\u00a0herein\u00a0and in our\u00a0sustainability\u00a0report are aspirational and subject to risks and\u00a0uncertainties; as such, no guarantees or promises are made that these goals and projects will be met or successfully\u00a0executed. Furthermore, data, statistics and metrics included herein and in our report are not prepared in accordance with generally accepted accounting principles (GAAP), continue to evolve and may be based on assumptions believed to be reasonable at the time of preparation, but should not be considered\u00a0guarantees\u00a0and are subject to further revision.\u00a0Information about the calculation of emissions from the operations of\u00a0Genesys Cloud is available in the Fiscal Year 2026 Sustainability Report.\u00a0<\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_row][vc_column][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section][vc_row][vc_column][vc_column_text css=””]O futuro da sustentabilidade est\u00e1 sendo moldado por uma das for\u00e7as mais transformadoras do nosso tempo: a intelig\u00eancia artificial\u00a0(IA). Em todos os setores, a IA est\u00e1 mudando a forma como as organiza\u00e7\u00f5es\u00a0operam, como os funcion\u00e1rios trabalham, como os clientes s\u00e3o\u00a0atendidos\u00a0e como os l\u00edderes pensam sobre o crescimento. Ela pode ajudar as empresas a resolver […]<\/p>\n","protected":false},"author":816,"featured_media":636169,"template":"","tax_priority":[],"tax_blogtype":[17754],"tax_blogcategory":[15941,18476,16068],"tax_contenttheme":[14921],"tax_bundle":[],"tax_contenttheme2":[16122],"tax_capability_sitewide":[18162,16208,16361],"tax_products_programs":[16488,17539],"tax_buying_job":[16623,16662],"tax_buyer_persona":[16877],"tax_sector":[17043,16945,16985,17019,16958,17057],"tax_segment":[17097,17107,17140],"class_list":["post-634656","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-pt-br","tax_blogcategory-ai-and-machine-learning-pt-br","tax_blogcategory-experience-orchestration-pt-br","tax_blogcategory-inside-genesys-pt-br","tax_contenttheme-level-up-your-technology-pt-br","tax_contenttheme2-grow-your-business-pt-br","tax_capability_sitewide-cloud-migration-pt-br","tax_capability_sitewide-ai-and-automation-pt-br","tax_capability_sitewide-security-and-availability-pt-br","tax_products_programs-genesys-ai-pt-br","tax_products_programs-genesys-cloud-cx-pt-br","tax_buying_job-job-1-problem-identification-pt-br","tax_buying_job-job-2-solution-exploration-pt-br","tax_buyer_persona-business-pt-br","tax_sector-retail-pt-br","tax_sector-financial-pt-br","tax_sector-industrial-pt-br","tax_sector-public-pt-br","tax_sector-healthcare-pt-br","tax_sector-technology-pt-br","tax_segment-enterprise-pt-br","tax_segment-midsized-pt-br","tax_segment-smb-pt-br","tax_content_type-blog-pt-br"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/blog\/634656","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/users\/816"}],"version-history":[{"count":18,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/blog\/634656\/revisions"}],"predecessor-version":[{"id":636161,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/blog\/634656\/revisions\/636161"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media\/636169"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media?parent=634656"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_priority?post=634656"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_blogtype?post=634656"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_blogcategory?post=634656"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_contenttheme?post=634656"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_bundle?post=634656"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_contenttheme2?post=634656"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_capability_sitewide?post=634656"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_products_programs?post=634656"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_buying_job?post=634656"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_buyer_persona?post=634656"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_sector?post=634656"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_segment?post=634656"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}