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  • 1.  Just completed the Genesys Cloud AI Fundamentals training

    Posted 07-14-2026 08:32

    I'm excited to share that I have recently completed the Genesys Cloud AI Fundamentals training and earned the Genesys Cloud AI Fundamentals Badge.

    As someone working closely with customer experience and contact center solutions, this learning journey helped me better understand how AI is transforming both customer and agent experiences within Genesys Cloud.

    LLMs and LAMs: One thing I found really interesting was the difference between Large Language Models (LLMs) and Large Action Models (LAMs). While LLMs help AI understand and have natural conversations, LAMs can actually take actions and complete tasks across different systems. Seeing how both work together was a key learning for me.

    Smarter Virtual Agents: This training showed how AI-powered virtual agents have evolved beyond traditional rule-based chatbots. They can better understand customer needs, make decisions, and help resolve issues while still following business rules and processes.

    Generative and Conversational AI: I learned how Genesys combines conversational AI with generative AI to create more natural interactions while maintaining accuracy, security, and control.

    Knowledge Workbench: Another area that stood out was the importance of a strong knowledge base. It acts as a single source of truth, helping both customers through self-service and agents during live interactions get the right information quickly.

    Predictive Routing and Digital Bots: It was great to see how Digital Bots can handle common customer requests upfront, while predictive routing uses real-time data to connect customers with the most suitable agent or resource when needed.

    #AgenticAI

    #GenerativeAI

    #GenesysCloud


    #Certification
    #GenesysCloud
    #Training

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    Nirav Kumar sahu
    Customer Solution Design Professional
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  • 2.  RE: Just completed the Genesys Cloud AI Fundamentals training

    Posted 07-15-2026 08:04

    Hi Nirav! Congratulations on completing your training and earning the badge, and thank you for sharing your learnings here.

    The LLM and LAM difference was a key learning for me in that training too. I also loved learning more about how generative AI forms its answers, which was hard to understand at first. 



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    Ami Defesche
    Senior Manager, Online Communities
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  • 3.  RE: Just completed the Genesys Cloud AI Fundamentals training

    Posted 12 days ago

    Hi Nirav,

    Congratulations on earning the Genesys Cloud AI Fundamentals Badge!

    One additional area I found valuable when learning about Genesys Cloud AI is how AI can support agent productivity, not just customer self-service. Features such as real-time agent assistance, conversation summarization, and automated knowledge surfacing can help reduce after-call work and improve consistency across customer interactions.

    Another interesting concept is that the effectiveness of AI is often determined by the quality of the underlying data and knowledge sources. While LLMs and virtual agents receive much of the attention, maintaining accurate Knowledge Workbench content, intent design, and customer journey data is critical for achieving reliable AI outcomes.

    I would also add that predictive routing delivers value beyond matching customers to available agents. When combined with interaction history, skills, sentiment, and business objectives, it can help improve key metrics such as First Contact Resolution (FCR), Average Handle Time (AHT), and overall Customer Satisfaction (CSAT).

    One of the biggest takeaways for me is that Genesys Cloud AI is most effective when the various AI capabilities work together: Digital Bots handle routine requests, predictive routing finds the best resource, agent assist tools support the employee, and generative AI helps create a more natural customer experience. The result is an end-to-end AI-powered customer journey rather than isolated AI features.

    Thanks for sharing your learning highlights and congratulations again on the achievement!



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    Francis Guo
    NA
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