The first capability, Genesys Cloud AI Guides, will equip brands to rapidly design, deploy and govern virtual agents that can operate with greater autonomy across complex, enterprise-wide customer journeys.
Genesys has announced Genesys Cloud AI Studio. Genesys Cloud AI Studio is a centralised innovation hub designed for building, managing and scaling AI faster. It provides organisations with intuitive, agentic-ready tools embedded with guardrails for smarter, more personalised experiences.
Genesys Cloud AI Guides, the first capability released for Genesys Cloud AI Studio, will equip brands to rapidly design, deploy and govern virtual agents that can operate with greater autonomy across complex, enterprise-wide customer journeys.
“Scalable oversight of AI is critically important as we move into agentic decision-making and operation at lightning speed. For enterprises to leverage agentic AI, they must evolve how they approach AI governance and adoption,” said Hayley Sutherland, Research Manager for Conversational AI at IDC.
“Genesys is offering organisations a robust entry point for autonomous AI, and the tools to help ensure every AI-powered customer interaction is secure, ethical and aligned to their strategy and values.”
With AI Guides, Genesys will empower organisations to confidently embrace the future using an easy no-code interface to build and deploy intelligent virtual agents that can reason and act within configurable guardrails defined by the business.
These virtual agents are equipped to handle more complex, multistep customer interactions. Use of AI Guides will allow virtual agents to move beyond managing transactional customer interactions to trigger enterprise-wide workflows, collaborate across human and AI teams, and act on behalf of brands in higher-stakes moments.
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AI Guides is designed to help organisations scale semi-autonomous CXs by providing clear, governed instructions that guide the behaviour of LLM-driven agents to minimise hallucinations and align outputs with business goals through:
- Natural Language, No Code Required: Virtual agents can be built or adjusted using plain language or existing documentation, with no coding experience required.
- Build Once, Deploy Anywhere: Experiences can be designed once and used across Genesys Cloud Virtual Agent, Copilots and other channels to support consistency and minimise repeated effort.
- Enterprise-Grade Collaboration: Allows integration across front, middle and back-office systems to perform tasks, automate workflows, and support operational goals.
- Guardrails Built In: Includes configurable and testable safety features to improve accuracy, ensure appropriate tone, and support compliance with policies for more responsible AI use.
AI Guides is built using a model-agnostic architecture that enables continuous A/B testing and iterative improvements as new language models emerge. This allows Genesys to select and evolve the optimal model over time to help organisations deliver the best outcomes.
This is powered by the Genesys Cloud platform, which offers integration with proprietary, open-source and frontier models, including those available through Amazon Bedrock, ultimately enabling organisations to bring their own models.
With the launch of Genesys Cloud AI Studio and AI Guides, Genesys is introducing tools designed to support organisations in progressing toward Level 4 of Experience Orchestration, where customer engagement becomes semi-autonomous, scalable, and guided by defined business policies.
“Many organisations lack the infrastructure and governance framework for the responsible use of agentic AI with their customers today. We’re focused on giving every business an accessible and safe path forward,” said Olivier Jouve, Chief Product Officer at Genesys.
“With AI Guides, Genesys is delivering the foundation for agentic orchestration with guardrails and trust embedded so our customers can accelerate innovation and position themselves to drive ROI and differentiation.”
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