Genesys Cloud as the agentic orchestration platform for customer experience

Genesys, a global provider of agentic orchestration for customer experience (CX), has introduced new capabilities to modernise how businesses serve consumers by maintaining context and coordinating their needs from the initial engagement through resolution.

The new Genesys Cloud Navigator, Orchestrator, Contextual Intelligence and the AI Control Plane form an integrated agentic foundation that understands customer intent, keeps interactions connected and coordinates actions across AI, people and systems within defined governance and controls.

Together, these innovations advance Genesys Cloud as the agentic orchestration platform for CX, and will deliver adaptive, personalised and governed customer experiences built for the age of autonomous AI. Businesses can operate with greater intelligence and efficiency while customers experience less complexity, making it easier to get what they need from start to finish.

According to Gartner, “By 2029, agentic AI will autonomously resolve 80% of common customer service issues without human intervention, leading to a 30% reduction in operational costs”*. As AI assumes a greater role in customer experience, the opportunity for businesses is not to automate more, but to rethink how outcomes are delivered, Genesys said.

“The future of CX is AI that understands intent, preserves memory across resources and moves the interaction forward until the customer’s problem is solved,” said Mike Szilagyi, Senior VP and head of product at Genesys.

“With Genesys Cloud, organisations can turn AI from a collection of tools into an intelligent system that delivers better customer results at enterprise scale.”

Making experiences simpler for customers requires enterprises to manage growing complexity behind the scenes as AI becomes more autonomous. Agentic orchestration provides a new operating model for CX, coordinating systems, workflows, and resources around customer needs. New Genesys Cloud capabilities will bring this model to life through distinct layers of contextual intelligence, orchestration and governance:

 Genesys Cloud Navigator is the AI-native front door for customer experience and will bring intelligence to the beginning of every interaction. Instead of relying on static menus, rigid routing logic or disconnected digital entry points, Navigator uses conversational understanding, history, interaction signals and enterprise context to understand what customers are trying to accomplish. It will clarify ambiguity and determine if the customer should move to an AI agent, workflow or human employee by carrying context forward to create a seamless path to resolution.

 Genesys Cloud Orchestrator will builds on Navigator’s intelligent start by creating the ideal plan to outcome and coordinating decisioning as the journey progresses. It maintains journey state and reasons over context, policies and guardrails to determine the next best step and move work across AI, human employees and systems as conditions change. This will enable journeys to pause, resume and adapt while keeping the customer’s intended outcome in focus.

 Contextual Intelligence turns customer interactions into persistent enterprise memory by connecting real-time signals with customer identity, history, business events and journey context. It preserves intelligence over time and instills AI with a richer understanding of the customer to inform relevant decisions throughout their journey. 

 The AI Control Plane is the operating layer for enterprise AI. It provides governance and oversight for agentic orchestration, including Navigator, Orchestrator and Contextual Intelligence. Through centralised discovery, identity, policy and observability, it gives enterprises visibility into how AI operates and ensures decisions and actions remain within defined business boundaries as autonomy scales.

Together, Navigator, Orchestrator, Contextual Intelligence and the AI Control Plane connect customer intent to coordinated action and resolution across the enterprise.

For example, when a banking customer reports an unrecognised charge, Navigator can understand the intent and guide them to the appropriate resource. Contextual Intelligence brings forward relevant customer history, identity and prior interactions, so the experience begins with a fuller understanding of what has already happened. Orchestrator will then coordinate the appropriate AI agents, human employees and systems as the customer is authenticated, the transaction is reviewed and the next step is determined based on the bank’s policies.

If additional verification or approval is required, Orchestrator maintains the journey without requiring the customer to start over. Throughout the process, the AI Control Plane keeps decisions and actions within defined business boundaries. The result is an experience that retains memory, coordinates work and progresses resolution across interactions, systems and time.

“Autonomous AI is finally pushing customer service beyond individual interactions and isolated use cases,” said Hayley Sutherland, Research Manager, Conversational AI at IDC.

“As AI takes on more decisions and actions, enterprises increasingly need to manage the customer journey as a connected system instead of a collection of channels, workflows and agents. Through this suite of capabilities, Genesys is taking an integrated approach to this shift, bringing together context, orchestration and governance across the customer journey.”

The latest Genesys Cloud capabilities will build on AI innovations already enabling more than 7,500 organisations to automate work, reduce customer effort and improve experiences at scale, including:

 Britain’s second largest airline Virgin Atlantic unified previously siloed customer engagement systems on Genesys Cloud to support a more connected passenger experience. The airline realised US$28 M in three-year value from Genesys AI capabilities while achieving a 25-point year-over-year increase in customer satisfaction.

 Charles Sturt University in Australia deployed Genesys Cloud agentic AI to deliver more intelligent, connected student support. AI Guides-powered virtual agents helped increase first-contact resolution by 29%, while chatbot escalations fell from nearly 58% to under 20%, enabling students to resolve more complex needs through conversational self-service.

 Trademark Global, the multibrand consumer products company behind Squatty Potty, Healing Solutions and more, is using Genesys Cloud to orchestrate AI, enterprise data and workflows across its leading e-commerce brands and marketplaces.

By enabling their employees to deliver more personalised and efficient service, Trademark Global increased service level agreement (SLA) achievement by 30% during seasonal peaks while reducing technology total cost of ownership by 65%.

Details

- Genesys Cloud Contextual Intelligence and the AI Control Plane are available today.

- Genesys Cloud Navigator is expected to be generally available in Q4 of the company’s current fiscal year ending January 31, 2027.

- Genesys Cloud Orchestrator is expected to be generally available in Q1 of the company’s next fiscal year, ending April 30, 2028.

*Gartner, What Is Agentic AI and How Will It Impact Customer Service?, Daniel O’Sullivan, Kathy Ross, Francesco Vicchi, 25 February 2025