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  • 1.  Virtual agents redefined with agentic AI

    Posted 10 days ago
    Edited by Brett Bothast 10 days ago

    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 10 days ago
    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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    Original Message


  • 3.  RE: Virtual agents redefined with agentic AI
    Best Answer

    Posted 10 days ago

    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


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