Genesys Agentic Virtual Agent enhanced

Genesys, a global provider of agentic orchestration for customer experience (CX), has announced advancements to Genesys Cloud Agentic Virtual Agent, that will help organisations automate more complex customer interactions with greater speed, reliability and natural engagement. New enterprise connectivity and interoperability will also expand the ability of Agentic Virtual Agent to securely work with business systems and other AI agents to drive customer outcomes across the enterprise.

Since becoming generally available last March, continual enhancements for Agentic Virtual Agent are increasingly making it easier to build, test and optimise autonomous customer experiences alongside the new Scaled Cognition APT-2 large action model, and new native voice capabilities and integrations with ElevenLabs and Deepgram.  

Agentic Virtual Agent will also provide deeper Model Context Protocol (MCP) connectivity and agent-to-agent (A2A) interoperability with enterprise platforms.

Organisations including Global Payments, UOL, and Charles Sturt University are increasingly choosing Agentic Virtual Agent to advance beyond traditional automation. For some organisations, that impact is translating into multimillion-dollar annualised savings. Customers are also reporting improved satisfaction and Net Promoter Score gains of more than 70 points, with some deployments going live in as little as a few weeks.

Genesys is expanding the intelligence behind Agentic Virtual Agent through the latest Scaled Cognition APT-2 large action model, designed to improve reasoning accuracy, factual grounding and execution reliability.

APT-2 supports richer agent specifications, longer and more complex workflows, faster response times and improved multilingual performance. These enhancements help Agentic Virtual Agent reason through increasingly sophisticated customer requests and carry work toward resolution within enterprise-defined guardrails, while helping reduce experience failures that can erode trust.

New voice capabilities for Agentic Virtual Agent are designed to enable more natural, responsive conversations. Through End-of-Turn Detection, Agentic Virtual Agent will understand when a customer has finished a thought, helping conversations flow with fewer awkward pauses and interruptions. With Contextual Tuning, Agentic Virtual Agent will automatically adapt its terminology, tone and speaking style to reflect an organisation’s business, brand and the context of each interaction.

The company is also providing greater customer choice through new integrations with ElevenLabs and Deepgram across voice generation and conversational speech recognition:

 Through ElevenLabs, organisations will be able to access expressive, natural-sounding voices for engaging virtual agent interactions while maintaining Genesys Cloud governance and enterprise controls.

 Deepgram will bring real-time speech recognition built for conversational AI, helping Agentic Virtual Agent understand interruptions, turn-taking and changing intent as people speak. Richer, more timely context gives the agent stronger inputs for reasoning and action, supporting faster responses and more reliable task completion.

These new capabilities can make voice interactions with Agentic Virtual Agent feel more fluid and natural, helping organisations deliver engaging customer experiences that increase successful self-service and reduce unnecessary escalations to human agents.

Across the development lifecycle, organisations can build and deploy Agentic Virtual Agent experiences more rapidly, Genesys saod. With spec-driven development, teams can describe desired customer experiences and outcomes using existing materials such as process documentation, standard operating procedures and interaction transcripts, which AI helps translate into deployable configurations. Development teams can also use a range of tools such as Anthropic’s Claude Code, OpenAI Codex, Cursor and Kiro to create specifications that can be brought into Genesys Cloud for testing and governance.

Genesys is further introducing a new AI-assisted authoring feature that analyses how Agentic Virtual Agents are designed, identifies opportunities to improve their effectiveness, and recommends ways to drive better customer outcomes. New AI-powered testing, expanded reporting and detailed auditability will also help organisations validate Agentic Virtual Agents before deployment, understand their actions and continuously improve performance over time.

Building on orchestration capabilities from its recent acquisition of Pinkfish, Genesys is also expanding Agentic Virtual Agent with more than 500 enterprise integrations and access to over 25,000 Model Context Protocol (MCP)-compatible tools, making it easier to connect to the business context, systems and tools behind customer interactions. This will enable Agentic Virtual Agent to securely access customer relationship management (CRM), enterprise resource planning (ERP), IT service management, knowledge, collaboration, billing and other business applications to gather context and take action to help resolve customer requests.

A2A interoperability will enable Agentic Virtual Agent to securely collaborate with specialised AI agents across platforms such as ServiceNow, delegating tasks and coordinating work across multistep business processes. Combined with MCP-based access to enterprise tools, A2A will connect customer conversations to the systems and AI agents needed to reach resolution.

For example, Agentic Virtual Agent will be able to coordinate with specialised AI agents across enterprise platforms to resolve a billing issue, from retrieving account information and evaluating policies to completing backend tasks, while maintaining context throughout the customer interaction.

Agentic Virtual Agent will also support customer engagement across digital channels, including WhatsApp, enabling organisations to bring agentic experiences to customers through the channels they choose while A2A and MCP provide interoperability with the enterprise systems and AI agents behind those interactions.

Organisations are realising measurable business impact with Agentic Virtual Agent including:

 Riachuelo, one of Brazil's largest fashion retailers, which has a supply chain network in Asia. The company replaced its traditional chatbot with Genesys Agentic Virtual Agent, increasing customer retention from 30% to 84%, improving its customer satisfaction score (CSAT) by 60 points within the first year and boosting productivity by more than 400% without adding staff.

 Zeppelin Rental, a European provider of rental and construction support services, is enhancing its digital customer experience with the Genesys Agentic Virtual Agent. By enabling customers to describe their job site needs in natural language instead of searching through product catalogues, the solution makes relevant products, services, and information easier to find. This creates a simpler, more intuitive self-service experience while helping to reduce pressure on traditional service channels.

“Enterprise AI is entering a new phase defined by what it can accomplish for customers,” said Mike Szilagyi, SVP/GM, head of product at Genesys.

“We’re further strengthening Genesys Cloud Agentic Virtual Agent with more context, intelligence and capabilities to act across the enterprise, work with other AI agents and carry increasingly complex customer requests through resolution. This is how businesses can turn customer intent into meaningful outcomes at scale.”

Details

Selected Genesys Cloud Agentic Virtual Agent capabilities, including the Scaled Cognition APT-2 model and new development tools, are available now. 

Additional capabilities, including native voice enhancements and integrations, A2A interoperability and AI-assisted authoring, are expected to become generally available Q4FY27, which ends January 31, 2027.