Welcome Community

Dear Genesys Community,

I'm Valentina, proudly with Genesys for nine years, leading an incredible team of Advisory Consultants across EMEA and LATAM. We have the privilege of partnering with our amazing customers every day to design and deliver world‑class AI Experience Orchestration strategies that create meaningful, measurable impact.

We're a team of curious, creative problem‑solvers who combine CX and AI research, proven methodologies, and Genesys Cloud expertise to help organizations move faster and smarter in their #AITransformation journey. Our #AdvisoryServices are designed and proven to drive innovative disruption across #AITransformation, #ChangeReadiness, #CXDesign and #ContinuousImprovement.

I'm introducing myself and my team because we'd love to explore how our expertise can support this community. Let me know which topics you're most interested in, and we'll make sure to continue the conversation.

Look forward to hearing back your thoughts! 

Best regards, Valentina

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Valentina Postelnicu
VP Advisory Services
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Hi Valentina,

Welcome, great to have you and your team here.

One area I'd be really interested in your perspective on is AI adoption from a governance/security standpoint.

We're currently exploring virtual agent capabilities, and one of the areas we're anticipating is potential friction during cyber/security reviews, particularly around data handling, integrations, and external services.

Curious if you're seeing similar patterns across organisations, and how teams are successfully navigating that while still progressing their AI initiatives.

Would be great to hear your insights.

Hi Phaneendra,

Great topic and a very common discussion when it comes to AI. Couple of points come to my mind.

It starts with education and alignment around the internal approval process, along with the guardrails available for AI-guardrails that continue to improve with every iteration. As you know, our Virtual Agent uses LAM specifically to balance flexibility and adaptability in conversation with the level of rigour and prescriptive flow required for higher‑risk processes, especially those tied to brand reputation, security, or compliance.

A useful resource to stay current on what data AI can access and how that access is governed is the Genesys Cloud Security, Privacy and Compliance (SPC) portal: https://spc.genesys.com/home.

The approval process can sometimes be lengthy. To keep pace with AI experimentation, a common approach is to negotiate scope, identifying lower‑risk data, exploring possible exceptions, and documenting the human‑in‑the‑loop steps to manage risk. In many cases, when risks are clearly articulated and there is a mitigation plan in place, exceptions are granted. This allows us to gain hands‑on experience while the full approval process continues in parallel. Alternatively, we may proceed with implementation while working toward the required approvals before launch.

Strong governance is essential to ensure the approval process moves quickly and doesn't get lost in the queue. With the volume of AI initiatives in most organisations today, a compelling business justification and clear impact quantification are critical to securing prioritisation and urgency.

Finally, within our team we also maintain a set of frequently asked questions that commonly arise during the approval process, helping us accelerate and streamline the journey. I'll check whether we have a version specific to Virtual Agent and will come back.

Hope this helps! #AdvisoryServices team please feel free to chime in with more insights from your customer engagements with VA. 

Valentina 

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Valentina Postelnicu
VP Advisory Services
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