At Xperience 2025, Genesys announced a deepened strategic partnership with ServiceNow to deliver Agent-to-Agent (A2A) orchestration, enabling AI agents across platforms to autonomously collaborate and deliver seamless customer experiences.
The expansion builds on the companies’ Unified Experience solution, merging CCaaS, CRM, and service operations into a single, AI-powered orchestration layer. By connecting Genesys Cloud™ AI and the ServiceNow AI Platform, organizations can now coordinate workflows across front- and back-office systems while maintaining enterprise-defined guardrails.
What Agent2Agent Orchestration Means for CX
The new A2A capabilities allow AI agents to autonomously handle customer inquiries from start to finish. For example, if a customer calls about a sudden billing spike, a Genesys Cloud Virtual Agent can authenticate the caller, identify the issue, collaborate with ServiceNow AI for bill retrieval and offer personalized rebates — all in a single, frictionless interaction.
“Our partnership with ServiceNow is accelerating the path to universal agentic orchestration, where autonomous agents power always-on business,” said Olivier Jouve, Chief Product Officer, Genesys. “By breaking down silos and scaling intelligent automation, we’re helping organizations achieve both greater efficiency and deeper human connection.”
This collaboration extends Unified Experience beyond ServiceNow Customer Service Management (CSM) to IT Service Management (ITSM), letting help desk teams deliver consistent support across voice and digital channels while turning every interaction into actionable insights to optimize routing, balance staffing, and reduce costs.
Analysts Weigh In
Rebecca Wettemann, CEO of Valoir, emphasized the industry impact: “Cross-platform AI agents have the potential to significantly shift the customer experience landscape. Scaling adoption will depend on secure orchestration and interoperability across data, AI, and platforms. This expanded partnership is a notable step toward scalable agent-to-agent collaboration.”
John Ball, EVP and GM, CRM and Industry Workflows, ServiceNow, added: “Agentic AI is only as powerful as the ecosystem it can operate within. Our partnership with Genesys brings voice together with AI, data, and workflows, enabling end-to-end resolution of customer requests with greater efficiency and intelligence.”
Why It Matters
As agentic AI gains traction in CX, enterprises face a challenge: siloed systems often prevent AI from acting with full context. Genesys and ServiceNow aim to solve that by giving AI agents the ability to autonomously collaborate across platforms, making customer support faster, more personalized, and less reliant on human handoffs.
Availability for the A2A orchestration capabilities is slated for the fourth quarter of fiscal 2026 (Nov. 1, 2025 – Jan. 31, 2026), giving organizations time to prepare for pilot deployments.
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