{"id":117024,"date":"2019-01-03T13:02:27","date_gmt":"2019-01-03T21:02:27","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=117024"},"modified":"2022-04-04T20:29:18","modified_gmt":"2022-04-05T03:29:18","slug":"category","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/pt-br\/blog\/category","title":{"rendered":"Category"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1530915447214{padding-top: 65px !important;padding-bottom: 0px !important;}&#8221;][vc_row gap=&#8221;35&#8243; equal_height=&#8221;yes&#8221; el_class=&#8221;g-flex&#8221;][vc_column width=&#8221;2\/3&#8243; el_class=&#8221;no-inner-padding&#8221;][\/vc_column][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;no-inner-padding&#8221;]<div class=\"search-bar\" id=\"nav-search-box\"><\/div><script>var getUrlParam = function(e){var t = new RegExp(\"[?&]\" + e.replace(\/[\\[\\]]\/g, \"\\$&\") + \"(=([^&#]*)|&|#|$)\"),a = t.exec(window.location.href);return a && a[2] ? decodeURIComponent(a[2].replace(\/\\+\/g, \" \")) : \"\"};var setup = function(w,d,x,a,e,s,c,r){s = [];var b=function(){s.push(arguments);},q=\"ui\";b.arr=s;w[a]=w[a]||[];w[a][q]=w[a][q]||[];w[a][q].push(b);c=d.createElement(x);c.async=1;c.src=e;r=d.getElementsByTagName(x)[0];r.parentNode.insertBefore(c,r);return b;};var searchInterface = setup(window, document, \"script\", \"sajari\", \"https:\/\/cdn.sajari.net\/js\/integrations\/website-search-1.3.0.js\");var searchBox = setup(window, document, \"script\", \"sajari\", \"https:\/\/cdn.sajari.net\/js\/integrations\/website-search-1.3.0.js\");searchBox(\"search-box\", {project: \"1507834129328948375\",collection: \"www-genesys-com-wordpress\",instantPipeline: \"autocomplete\",inputPlaceholder: \"Busca\",maxSuggestions: 5,attachSearchBox: document.getElementById(\"nav-search-box\")});searchBox(\"sub\", \"pipeline.search-sent\", function (_, query) {window.location = \"\/blog\/search?q=\" + encodeURIComponent(query.q);});<\/script><div class=\"subscribe_box\"><div class=\"subscribe_box_inner\"><p class=\"h3 subscribe-box-title\">Quer mais?<\/p><p>Inscreva-se para receber gratuitamente nosso boletim informativo e obter atualiza\u00e7\u00f5es do blog da Genesys em sua caixa de entrada.<\/p><form class=\"subscribe_box_form\" id=\"email_sub_fetch_form\"><input type=\"submit\" value=\"Inscreva-se\"><\/form><\/div><\/div><script>jQuery(\"#email_sub_fetch_form\").submit(function (e) {e.preventDefault();subscribe_fire(\"click\", \"email_fetcher\");});<\/script>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1530915438590{padding-top: 0px !important;padding-bottom: 32.5px !important;}&#8221;][vc_row][vc_column]<div class=\"blog-feed-container d-flex flex-column gap-2\" data-real-ppp=\"15\" data-adjust=\"1\" data-page=\"1\" data-max-pages=\"27\" data-limit=\"396\" data-default-counter=\"1\"><div class=\"row blog-feed\" ><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/why-agentic-ai-demands-a-platform-not-another-point-solution\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-1-300x200.jpg\" alt=\"Por Que a Agentic AI Exige uma Plataforma, N\u00e3o Outra Solu\u00e7\u00e3o Pontual\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">16\/03\/2026<\/p><h3 class=\"card-title h6\">Por Que a Agentic AI Exige uma Plataforma, N\u00e3o Outra Solu\u00e7\u00e3o Pontual<\/h3><p class=\"card-text mt-1\">Ao sair de uma vaga apertada, voc\u00ea raspa a roda no meio-fio \u2014 e a danifica. Frustrante, mas control\u00e1vel. Voc\u00ea abre seu...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/pt-br\/blog\/author\/1188\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/headshot_IMG_1564.jpg\" alt=\"Marissa Gbenro\"><p class=\"mb-0\">Marissa Gbenro<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/why-agentic-ai-demands-a-platform-not-another-point-solution\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/the-experience-economy-why-experience-is-now-the-product\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"170\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/The-Experience-Economy-Blog-Resource-Thumbnail-300x170.png\" alt=\"A economia da experi\u00eancia: por que a experi\u00eancia agora \u00e9 o produto\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">27\/02\/2026<\/p><h3 class=\"card-title h6\">A economia da experi\u00eancia: por que a experi\u00eancia agora \u00e9 o produto<\/h3><p class=\"card-text mt-1\">Cada setor tem momentos espec\u00edficos em que os clientes esperam um atendimento excepcional, e essas intera\u00e7\u00f5es podem ser...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/pt-br\/blog\/author\/1076\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Greg-Thomas-headshot-e1716404261507.jpg\" alt=\"Greg Thomas\"><p class=\"mb-0\">Greg Thomas<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/the-experience-economy-why-experience-is-now-the-product\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/the-new-rules-of-cx-leadership-in-an-ai-powered-world\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/MaestroAdobeStock_1798912305-300x200.jpeg\" alt=\"As novas regras da lideran\u00e7a de CX em um mundo impulsionado por IA\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">23\/02\/2026<\/p><h3 class=\"card-title h6\">As novas regras da lideran\u00e7a de CX em um mundo impulsionado por IA<\/h3><p class=\"card-text mt-1\">Gabriel Galbieri, Especialista em Contact Center na consultoria de recursos humanos Cielo, \u00e9 um Maestro no programa Genesys...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/pt-br\/blog\/author\/1221\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Gabriel-Galbieri-cielo-e1771865786666.jpeg\" alt=\"Gabriel Galbieri\"><p class=\"mb-0\">Gabriel Galbieri<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/the-new-rules-of-cx-leadership-in-an-ai-powered-world\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/the-future-of-cx-will-be-built-on-intelligent-ecosystems\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"183\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/SN_AdobeStock_729969701-scaled-e1771269118852-300x183.jpeg\" alt=\"O futuro de CX ser\u00e1 constru\u00eddo sobre ecossistemas inteligentes\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">17\/02\/2026<\/p><h3 class=\"card-title h6\">O futuro de CX ser\u00e1 constru\u00eddo sobre ecossistemas inteligentes<\/h3><p class=\"card-text mt-1\">Em todos os setores, as organiza\u00e7\u00f5es est\u00e3o correndo para aproveitar a intelig\u00eancia artificial (IA) para aprimorar...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/pt-br\/blog\/author\/280\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Jack-2.png\" alt=\"Jack Nichols\"><p class=\"mb-0\">Jack Nichols<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/the-future-of-cx-will-be-built-on-intelligent-ecosystems\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/how-large-action-models-will-power-agentic-orchestration\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AVA-OJ-blog_image_820x547-300x200.png\" alt=\"Como os grandes modelos de a\u00e7\u00e3o impulsionar\u00e3o a orquestra\u00e7\u00e3o ag\u00eantica\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">10\/02\/2026<\/p><h3 class=\"card-title h6\">Como os grandes modelos de a\u00e7\u00e3o impulsionar\u00e3o a orquestra\u00e7\u00e3o ag\u00eantica<\/h3><p class=\"card-text mt-1\">S\u00e3o 8h da manh\u00e3 e seu voo foi cancelado durante a madrugada. Voc\u00ea abre o aplicativo da companhia a\u00e9rea, j\u00e1 se preparando...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/pt-br\/blog\/author\/287\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/OlivierJouve-150.jpg\" alt=\"Olivier Jouve\"><p class=\"mb-0\">Olivier Jouve<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/how-large-action-models-will-power-agentic-orchestration\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/from-conversation-to-resolution-genesys-cloud-agentic-virtual-agent\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AVA-launch-blog-hero-300x200.jpg\" alt=\"Da conversa \u00e0 resolu\u00e7\u00e3o: Agente Virtual Ag\u00eantico da Genesys Cloud\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">10\/02\/2026<\/p><h3 class=\"card-title h6\">Da conversa \u00e0 resolu\u00e7\u00e3o: Agente Virtual Ag\u00eantico da Genesys Cloud<\/h3><p class=\"card-text mt-1\">Bem-vindo \u00e0 pr\u00f3xima fase da automa\u00e7\u00e3o da experi\u00eancia do cliente (CX), onde a IA n\u00e3o apenas conversa, mas realiza o...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/pt-br\/blog\/author\/1121\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Arpita-Headshot-e1726504275848.jpeg\" alt=\"Arpita Maity\"><p class=\"mb-0\">Arpita Maity<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/from-conversation-to-resolution-genesys-cloud-agentic-virtual-agent\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/the-customer-has-changed-cx-must-catch-up\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Coffee_AdobeStock_403199946-300x200.jpeg\" alt=\"O Cliente Mudou. CX Precisa Acompanhar.\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">09\/02\/2026<\/p><h3 class=\"card-title h6\">O Cliente Mudou. CX Precisa Acompanhar.<\/h3><p class=\"card-text mt-1\">Em todos os setores e geografias, um tema ecoou claramente em entrevistas recentes com v\u00e1rios profissionais de CX: As...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/pt-br\/blog\/author\/880\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Ginger-Conlon-1-e1632347601319.jpg\" alt=\"Ginger Conlon\"><p class=\"mb-0\">Ginger Conlon<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/the-customer-has-changed-cx-must-catch-up\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/genesys-achieves-iso-iec-420012023-certification-for-responsible-ai-governance\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"169\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Genesys_lifestyle_threads11-300x169.png\" alt=\"Genesys obt\u00e9m a certifica\u00e7\u00e3o ISO\/IEC 42001:2023 para governan\u00e7a respons\u00e1vel de IA\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">11\/12\/2025<\/p><h3 class=\"card-title h6\">Genesys obt\u00e9m a certifica\u00e7\u00e3o ISO\/IEC 42001:2023 para governan\u00e7a respons\u00e1vel de IA<\/h3><p class=\"card-text mt-1\">A Intelig\u00eancia Artificial (IA) est\u00e1 remodelando a experi\u00eancia do cliente de maneiras extraordin\u00e1rias. 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Na economia...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/pt-br\/blog\/author\/880\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Ginger-Conlon-1-e1632347601319.jpg\" alt=\"Ginger Conlon\"><p class=\"mb-0\">Ginger Conlon<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/why-ai-is-a-non-negotiable-for-cx-leaders-in-2026\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/genesys-wins-best-use-of-ai-in-customer-service-at-the-2025-a-i-awards\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"184\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/stock_product-lifestyle_Agent-with-threads-1-e1763671178109-300x184.png\" alt=\"Genesys obt\u00e9m o pr\u00eamio de \u201cMelhor uso de IA no atendimento ao cliente\u201d no A.I. Awards de 2025\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">21\/11\/2025<\/p><h3 class=\"card-title h6\">Genesys obt\u00e9m o pr\u00eamio de \u201cMelhor uso de IA no atendimento ao cliente\u201d no A.I. Awards de 2025<\/h3><p class=\"card-text mt-1\">Genesys foi nomeada vencedora de \"Melhor uso de IA no atendimento ao cliente\" no A.I. Awards de 2025, organizado por The Cloud...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/pt-br\/blog\/author\/1200\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/RRoberts-e1763676708676.jpeg\" alt=\"Rebecca Roberts\"><p class=\"mb-0\">Rebecca Roberts<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/genesys-wins-best-use-of-ai-in-customer-service-at-the-2025-a-i-awards\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/route-customers-to-the-right-agent-the-first-time-with-rule-based-decisions\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"168\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_1597987065-300x168.jpeg\" alt=\"Direcione os clientes para o agente certo logo na primeira tentativa com decis\u00f5es baseadas em regras.\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">19\/11\/2025<\/p><h3 class=\"card-title h6\">Direcione os clientes para o agente certo logo na primeira tentativa com decis\u00f5es baseadas em regras.<\/h3><p class=\"card-text mt-1\">Todo mundo est\u00e1 falando sobre IA ag\u00eantica: bots aut\u00f4nomos que prometem fazer tudo. 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href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/2-million-genesys-cloud-users-unified-agentic-experience-orchestration-is-here\"><\/a><\/div><\/div><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1530915447214{padding-top: 65px !important;padding-bottom: 0px !important;}&#8221;][vc_row gap=&#8221;35&#8243; equal_height=&#8221;yes&#8221; el_class=&#8221;g-flex&#8221;][vc_column width=&#8221;2\/3&#8243; el_class=&#8221;no-inner-padding&#8221;][\/vc_column][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;no-inner-padding&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1530915438590{padding-top: 0px !important;padding-bottom: 32.5px 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