Partnership includes Genesys’ investment in Scaled Cognition to support large action model innovation for CX workflows that enable a new level of reliability, scalability and performance.
Genesys, a global cloud provider for AI-driven experience orchestration, and Scaled Cognition, the AI lab building company focused on large action models (LAMs) for customer experience (CX) and enterprise workflows, have announced a new strategic partnership to advance reliable agentic AI.
Building on the Genesys Cloud platform and its native AI, the collaboration with Scaled Cognition will further strengthen how organisations deliver agentic experiences that their customers can trust. Alongside the partnership, Genesys has invested in Scaled Cognition to support its growth and joint innovation.
By integrating Genesys Cloud’s experience orchestration capabilities with Scaled Cognition’s LAM for CX workflows, the companies aim to help enterprises deploy autonomous agents with improved accuracy, oversight, and reliability.
The partnership will pair new model innovation from Scaled Cognition with Genesys Cloud, equipping organisations to create high-performing virtual agents that can execute complex tasks dependably, collaborate across AI and human teams and meet compliance requirements.
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The Scaled Cognition Agentic Pretrained Transformer (APT-1) large-action model uses novel technology that goes beyond traditional LLMs with the ability to eliminate hallucinations and help organisations maintain accuracy and alignment with enterprise policies.
Through the collaboration, organisations will be able to translate sophisticated business actions into deterministic behaviours, helping ensure customer outcomes remain predictable, transparent and consistent with their standards.
“Trust, reliability and performance are essential for organisations to embrace agentic AI,” said Olivier Jouve, Chief Product Officer, Genesys.
“Our partnership with Scaled Cognition reinforces our commitment to leading the industry into the agentic era with systems that drive customer loyalty and increase operating efficiency.”
“Together, we’re helping organisations harness agentic AI to orchestrate customer experiences with the responsibility, governance and scale they need to succeed.”
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Dan Roth, CEO of Scaled Cognition, said, “Our partnership with Genesys marks an important evolution in customer experience, one of the most rapidly advancing and exciting areas of AI innovation.”
“Together, we’re combining the trust and global reach of Genesys with Scaled Cognition’s specialised LAMs that are engineered for reliability and precision in enterprise CX.”
“Our shared mission is to deliver trusted, transformative experiences that safeguard brand equity and help organisations worldwide realise the full potential of agentic AI.”
Together, Genesys and Scaled Cognition will build on this foundation by combining the capabilities of Genesys Cloud AI with Scaled Cognition LAMs to deepen the dependability and trustworthiness of virtual agents.
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