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  • 1.  Virtual agents redefined with agentic AI

    Posted 02-10-2026 08:09
    Edited by Brett Bothast 02-10-2026 14:22

    See how Genesys Cloud™ Agentic Virtual Agent, powered by large action models, can go beyond scripted flows to reason, take action and resolve customer needs end to end - across digital and voice channels. Built for adaptability and governed for enterprise use, agentic virtual agents help you resolve faster, scale confidently and stay in control of every interaction.  

    Genesys Cloud™ Agentic Virtual Agent, powered by large action models, was recently named an Enterprise Connect Best of 2026 finalist, recognizing a new era of AI that can autonomously act and resolve customer needs across channels. 

    👉 Check out this blog post to discover how agentic virtual agents are changing customer experience or post your questions below.  


    #ConversationalAI(Bots,VirtualAgent,etc.)

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    Brett Bothast
    Global Campaigns Manager
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  • 2.  RE: Virtual agents redefined with agentic AI

    Posted 02-10-2026 08:56
    Interesting.
     
    I watched the presentation and I have a question: is it a new system?
     
    Will it be possible to integrate it with Genesys Cloud in some way if it's not already part of Genesys Cloud? maybe appfoundry


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    Kaio Oliveira
    Sr Systems Analyst
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
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  • 3.  RE: Virtual agents redefined with agentic AI
    Best Answer

    Posted 02-10-2026 09:43

    Great question and thanks for watching the presentation.

    Agentic Virtual Agent is not a new or separate system. It's a native capability within Genesys Cloud and an evolution of our existing virtual agent offering.

    There's no need to integrate it through AppFoundry or connect it as an external solution. Because it's built into Genesys Cloud, it works directly with the platform's orchestration, integrations, data, and governance.

    To put it in context, Genesys Cloud self-service capabilities have evolved over time:

    • Chatbots and voicebots for structured, rules-based automation

    • Virtual Agents for more flexible, conversational self-service

    • Virtual Agents with AI Guides for added intelligence and guidance

    • Agentic Virtual Agents, powered by Large Action Models, for outcome-driven, end-to-end request resolution

    All of these are part of the same Genesys Cloud platform and are designed to work together. Customers don't need to replace what they have, they can evolve their approach as their needs grow. Learn more : https://www.genesys.com/capabilities/chatbots



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    Arpita Maity
    Product Marketing Director AI
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    Original Message


  • 4.  RE: Virtual agents redefined with agentic AI

    Posted 03-02-2026 08:22

    hello Arpita ,

    how can i enable Agentic Virtual Agents for testing on our dev Org

    regards,



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    Ahmed Arafa
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    Original Message


  • 5.  RE: Virtual agents redefined with agentic AI

    Posted 04-20-2026 12:23

    Hi Ahmed,

    Please reach out to your partner team liason for help with information on testing on your dev org.

    Thanks.



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    Arpita Maity
    Product Marketing Director AI
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    Original Message


  • 6.  RE: Virtual agents redefined with agentic AI

    Posted 03-02-2026 08:40

    Love seeing this evolution in action.

    I've already had the chance to see Genesys Cloud™ Agentic Virtual Agent running in a real scenario, and it's honestly impressive how powerful this new generation of bots is.



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    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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  • 7.  RE: Virtual agents redefined with agentic AI

    Posted 04-20-2026 12:25

    Exciting to hear that Mateus.

    Look forward to hearing the customer story soon.



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    Arpita Maity
    Product Marketing Director AI
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    Original Message


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