Genesys Cloud™ Agentic Virtual Agent is the intelligent execution layer of the Genesys Cloud platform, transforming virtual agents from scripted responders into autonomous digital workers. Powered by large action models (LAMs), it enables AI to reason, act and resolve customer needs across channels, systems and workflows.
Designed for both business and technical teams, Agentic Virtual Agent (AVA) can be configured through Genesys Cloud AI Studio using no-code tools. Teams can define goals, guardrails and actions without writing scripts, accelerating deployment while ensuring every autonomous decision operates within enterprise governance, audit and compliance controls.
By shifting AI from intent matching to goal attainment, Agentic Virtual Agent can handle off-script moments, recover from missing information and dynamically re-plan next-best actions in real time. Whether resolving a single request or orchestrating a complex, multi-step workflow across voice, digital and back-office systems, it delivers faster resolutions, reduced manual workload and consistently higher-quality experiences at scale.
Natively integrated within the Genesys Cloud CX® offering, Genesys Cloud Agentic Virtual Agent enables autonomous execution across the entire customer journey. Unlike traditional chatbots or rule-based automations, it reasons through context, orchestrates actions across systems and continuously learns from outcomes — all with unified visibility, governance and control.
