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Research Report
Power Personalized CX with AI That Remembers What Customers Don’t Want to Repeat
The Gist
- Agentic AI launch. Genesys introduces a virtual agent using large action models.
- Autonomous workflow execution. New agent enables end-to-end resolution across enterprise systems.
- Enterprise impact focus. Aimed at CX leaders seeking scalable automation and increased self-service success rates.
Genesys wants large action models — not large language models — to support reliable enterprise automation.
The company announced on Feb. 10, 2026, what it describes as the industry's first agentic virtual agent for enterprise customer experience, powered by large action models (LAMs). The Genesys Cloud Agentic Virtual Agent aims to enable autonomous, end-to-end resolution of customer requests across front and back-office systems.
The solution integrates Scaled Cognition's APT-1 LAM, purpose-built for deterministic, action-grounded execution. Several organizations, including M&T Bank, Banco Pichincha and a Fortune 50 North American retailer, are exploring the capability. General availability is expected globally in Q1 of Genesys' fiscal year 2027 (February–April 2026).
Table of Contents
- Trustworth Automation in Customer Service Means Reliability
- Agent Virtual Agent for Customer Experience
- Genesys Recent News & Strategic Initiatives
- Agentic AI Drives Autonomous Enterprise CX Through Large Action Models
- Genesys Background
Trustworth Automation in Customer Service Means Reliability
LLMs are mainly designed to generate text, not execute tasks—and in the real world, that gap leads to hallucinations and policy drift. The foundation of trustworthy automation is super-reliability, not super-intelligence. By combining our Large Action Models with the governance of Genesys Cloud, we will deliver a more reliable AI stack for enterprises around the world.
- Dan Roth, co-founder and CEO
Scaled Recognition
Agent Virtual Agent for Customer Experience
The new virtual agent addresses limitations of LLM-based systems, which according to Genesys weren't designed to execute multistep workflows spanning systems.
| Capability | Description |
|---|---|
| LAM-powered execution | Integrates Scaled Cognition APT-1 for deterministic actions |
| Cross-system orchestration | Progresses workflows across CRM, billing and service operations |
| Governance controls | Action-level explainability, auditability and continuous learning |
| AI Studio configuration | Define guardrails, permissions and behaviors aligned to policies |
| Open standards support | Planned A2A and MCP support for multi-agent collaboration |
Genesys Recent News & Strategic Initiatives
Genesys has demonstrated significant momentum through strategic investments and partnerships aimed at strengthening its position in AI-powered customer experience orchestration. In August 2025, Genesys secured a $1.5 billion investment from Salesforce and ServiceNow. In October 2025, Genesys partnered with Scaled Cognition to advance reliable agentic AI capabilities.
By October 2025, Genesys Cloud ARR approached $2.4 billion, reflecting more than 30% year-over-year growth. IDC named Genesys a Leader in its 2025-2026 MarketScape for conversational AI.
Agentic AI Drives Autonomous Enterprise CX Through Large Action Models
Agentic AI systems using large action models are transforming customer experience workflows by enabling autonomous end-to-end execution rather than simple question-and-answer interactions.
Unlike traditional chatbots, these systems reason, plan and execute complex multi-step tasks independently. They perceive issues through multiple data streams — support tickets, product usage data, purchase history and real-time system status — then reason about root causes and execute multi-step responses.
Genesys demonstrated this orchestration approach by integrating native support for agent-to-agent (A2A) collaboration and Model Context Protocol (MCP) to trigger workflows and maintain state across ecosystems.
Organizations implementing autonomous AI systems reported a 28% improvement in issue resolution time and 19% increase in first-contact resolution rates. Gartner predicted that by 2029, AI in contact centers will independently handle 80% of routine customer service inquiries.
Genesys Background
Founded in 1990, Genesys targets technology and operations leaders at mid-market and large enterprises seeking to modernize customer engagement. The company offers a cloud-native, AI-driven platform for CX and contact center management with omnichannel routing, automation and workforce engagement tools.
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