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  • 1.  Two Demos with Two Experts - New Q&A Show Just Dropped!

    Posted 03-19-2026 13:27

    On this episode of the Genesys Cloud Q&A Show, two Genesys experts, George Ganahl and Patrick Johnson, share demos surrounding the new Agentic Virtual Agent that just went GA this month, and also how to restrict Genesys Cloud UI when using CX Cloud. These guys are making the impossible possible, so grab your notebook and get ready to learn something new!

    Chapters: 

    0:00 - 0:37: Intro

    0:38- 9:39: Demo about Agentic Virtual Agent

    9:40 - 13:52: Demo about Genesys Cloud UI Restriction

    Resource Links:

    https://community.genesys.com/discussion/cx-cloud-restrict-access

    https://community.genesys.com/discussion/virtual-agentsredefined-with-agentic-ai

    Enjoy! We hope you learn a little somethin' :)


    #CommunityVideos(TAM,QA,etc.)

    ------------------------------
    Nicole Milliken
    Senior Online Community Video Specialist
    ------------------------------


  • 2.  RE: Two Demos with Two Experts - New Q&A Show Just Dropped!
    Best Answer

    Posted 03-19-2026 16:38

    This is a great episode, especially with the recent GA of Agentic Virtual Agent.

    I've had the opportunity to test AVA in an early access scenario, applying it in a real use case focused on improving customer retention across the journey.

    What stands out the most is how AVA goes beyond traditional bots, it can reason, adapt, and guide the conversation in a much more contextual and proactive way. This opens up a lot of possibilities to reduce friction, avoid unnecessary transfers, and keep customers engaged until resolution.

    This video definitely helps to better understand the potential and how to start thinking about real-world applications.

    Looking forward to seeing how others are exploring AVA as well.



    ------------------------------
    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
    ------------------------------



  • 3.  RE: Two Demos with Two Experts - New Q&A Show Just Dropped!

    Posted 03-20-2026 10:02

    Yeah, Mateus! Dropping some knowledge, love it!



    ------------------------------
    Nicole Milliken
    Senior Online Community Video Specialist
    ------------------------------

    Original Message


  • 4.  RE: Two Demos with Two Experts - New Q&A Show Just Dropped!

    Posted 03-26-2026 05:12

    Great episode - lots of powerful concepts showcased around the Agentic Virtual Agent, and congratulations on taking it GA 🎉

    I wanted to check on availability though. The feature is stated as GA, however in our APS1 sandbox Org I'm not able to see any related UI options, roles, or permissions to configure or enable the Agentic Virtual Agent capabilities. I've reviewed Admin → Roles/Permissions , but don't see anything new exposed yet.

    Could you please guide on:

    • Whether this feature requires explicit enablement by Genesys at the Org level
    • If there is a feature toggle / allowlist process for sandbox orgs
    • Or if specific licenses or CX Cloud entitlements are required before the UI becomes visible

    Our business is very keen to start hands-on testing of these new capabilities, so any guidance on how to enable or request access would be greatly appreciated.

    Thanks in advance!



    ------------------------------
    Adesh Jadhav
    ------------------------------



  • 5.  RE: Two Demos with Two Experts - New Q&A Show Just Dropped!

    Posted 03-26-2026 05:23

    Nicole did say "GA for March" which was meant to be "GA end of March". When I introduce the topic I talk about it being Limited Availability (LA).

    Sorry for not being clear...it is not yet GA. 

    In the Resource Center article you can see that it's a Feature Coming Soon.
    https://help.genesys.cloud/articles/about-agentic-virtual-agents/



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCD
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: Two Demos with Two Experts - New Q&A Show Just Dropped!

    Posted 03-26-2026 05:32

    Thank you for clarification @George Ganahl



    ------------------------------
    Adesh Jadhav
    ------------------------------

    Original Message


  • 7.  RE: Two Demos with Two Experts - New Q&A Show Just Dropped!

    Posted 03-26-2026 10:49

    Oops! Sorry guys! END of March! I blame autocorrect....lol



    ------------------------------
    Nicole Milliken
    Senior Online Community Video Specialist
    ------------------------------

    Original Message


  • 8.  RE: Two Demos with Two Experts - New Q&A Show Just Dropped!

    Posted 04-15-2026 01:57
    Thanks for sharing-really helpful and easy to follow. Appreciate you putting this together 👍


    ------------------------------
    Ashiesh Sharma
    GCX- GCP, ARC, SCR, QM
    BT plc
    ------------------------------



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