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  • 1.  New eLearning: LAM Powered Agentic Virtual Agents - Introduction

    Posted 01-27-2026 16:45
    Edited by Robert Sterner 01-27-2026 16:45

    Genesys Education is excited to announce a new eLearning course:

    LAM Powered Agentic Virtual Agents - Introduction

    If you're exploring how AI can move beyond scripted automation into true end-to-end task resolution, this course introduces Agentic Virtual Agents powered by Large Action Models (LAMs) as the next evolution in virtual agent automation.

    In this course, you'll learn:

    • What LAM-powered Agentic Virtual Agents are and how they differ from traditional bots
    • Why agentic behavior is becoming necessary as interactions grow more complex
    • The core framework that enables safe, effective autonomy

    After taking the course, we'd love to hear your thoughts:

    • Where do you see the biggest opportunity for this capability in your customer experience?
    • And what, if anything, surprised you about how agentic virtual agents work compared to what you expected?

    This course has been added to our complimentary Genesys Cloud Core subscription and AI Fundamentals plan which can be accessed here. Reminder: Customers still need to sign in with an Education account. An account can be set up for free here.

    For more information, please visit the Education Website.


    #Training

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    Bob Sterner
    Product Manager, Genesys Education
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  • 2.  RE: New eLearning: LAM Powered Agentic Virtual Agents - Introduction

    Posted 01-27-2026 23:07

    It is great, I confirm that the course is already available.
    I am curious to know about LAM and how this contributes and leverages the IA career.



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    Jose Gomez
    Professional Services
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  • 3.  RE: New eLearning: LAM Powered Agentic Virtual Agents - Introduction

    Posted 01-28-2026 03:43

    It was a great overview add-on. I explored GDemo for the first time. very helpful.
    Thanks



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    Ashiesh Sharma
    GCX- GCP, ARC, SCR, QM
    BT plc
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  • 4.  RE: New eLearning: LAM Powered Agentic Virtual Agents - Introduction

    Posted 01-28-2026 08:14

    Thanks for sharing this - I've just completed the LAM Powered Agentic Virtual Agents – Introduction course and really enjoyed it.

    In terms of customer experience, I see a huge opportunity in more complex service journeys, where the agent needs to reason, decide, and act across multiple steps without constant handoffs. What surprised me the most was how structured and controlled the agentic behavior actually is, compared to what I initially expected.

    I'd love to see follow-up modules diving deeper into real-world use cases, design considerations, or even hands-on scenarios with LAM-powered agents.

    Great content overall - looking forward to what's coming next!

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    Lucas Santana
    Pre-Sales
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    Lucas Santana
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  • 5.  RE: New eLearning: LAM Powered Agentic Virtual Agents - Introduction

    Posted 01-28-2026 08:40

    Thanks everyone for taking the course and for sharing your thoughts, we really appreciate you taking the time to engage here.

    Lucas touched on something we're especially glad resonated, how structured and controlled the agentic behavior is, even as it reasons and acts across more complex, multi-step journeys.

    There have been stories floating around about chatbots being persuaded to do things they absolutely shouldn't, like agreeing to sell a car for $1. That kind of example is exactly why balancing autonomy with guardrails is a core part of how LAM-powered Agentic Virtual Agents are designed, and something we'll continue to emphasize as we go deeper.

    We're also hearing the interest in more practical, hands-on learning loud and clear. This intro course is just the starting point, and we're already planning what comes next, including more hands-on learning, technical depth, and best practices.

    Keep the feedback coming, it helps us shape a more holistic learning journey as virtual agents continue to evolve.



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    Bob Sterner
    Product Manager, Genesys Beyond
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    Original Message


  • 6.  RE: New eLearning: LAM Powered Agentic Virtual Agents - Introduction

    Posted 01-28-2026 08:54

    Hi Bob, thanks for sharing this - really excited about this release.

    The shift toward LAM-powered agentic virtual agents feels like a big step forward for CX, especially for end-to-end task resolution without relying on heavily scripted flows. I'm eager to explore how this model can reduce friction in more complex customer journeys while still maintaining control and safety.

    From a CX perspective, I see huge potential in scenarios where customers expect real autonomy and continuity, not just intent detection and handoffs. Curious to test how agentic behavior changes the overall experience and resolution quality in practice.

    Looking forward to taking the course and experimenting with this capability. 🚀



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    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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