When we talk about automation in Genesys Cloud, it is easy to jump straight to "let's build a virtual agent." But before you begin, I think the better question is:
What type of experience are we trying to automate?
In Genesys Cloud, there are different paths depending on the use case:
- Rules-based Bots: Great for structured journeys where the steps are clear, predictable, and controlled.
- Virtual Agents with Guides: Useful when you want a more flexible experience, but still keep the conversation grounded in a structured flow.
- Agentic Virtual Agents: A good fit for more complex scenarios where the experience may need to reason, take action, and orchestrate across steps or systems.
Before building, it is also worth checking the basics:
- Do you have the right integrations in place?
- Is your knowledge content ready?
- Are escalation paths clear?
- Do you know what success looks like?
- Who will test, tune, and maintain the experience after launch?
The best virtual agent projects usually do not start with the bot. They start with a clear use case, the right foundation, and a decision about how much automation the experience really needs.
We will be talking more about automation and virtual agents at Xperience Education Day, including how to think through these choices in real customer scenarios.
Curious to hear from the Community: when starting a new automation project, what is the first question you ask?
#EducationDay #Xperience26
#AIConfiguration#ConversationalAI(Bots,VirtualAgent,etc.)#CommunityAnnouncements------------------------------
Rodrigo Romao
NALA Team Lead - Genesys - Employees
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