At Xperience 2025, Genesys and ServiceNow unveiled an expanded strategic partnership designed to take customer experience (CX) automation to the next level. The centerpiece: Agent2Agent (A2A) orchestration, a system where AI agents from different platforms can autonomously collaborate to resolve customer issues, manage workflows, and boost operational efficiency.
If “chatbots talking to chatbots” sounds futuristic, that’s the point. Genesys is betting that agentic AI—software agents with autonomy and context—will redefine enterprise engagement by weaving together once-siloed platforms like CCaaS, CRM, and IT service management into a single, orchestrated flow.
Breaking Down Silos with Agentic AI
Through the expanded Unified Experience solution, Genesys and ServiceNow are merging contact center, CRM, and service operations. The goal: AI agents working within enterprise-defined guardrails to deliver seamless, end-to-end interactions.
For instance, when a customer disputes a bill, Genesys Cloud Virtual Agent can authenticate the caller, then pass context to ServiceNow’s AI Agent Fabric, which retrieves billing records, checks for errors, and even applies credits or rebates—all autonomously. The result is a one-call resolution without human escalation—faster for customers, cheaper for enterprises.
Why It Matters
Cross-platform orchestration has long been an enterprise headache. Companies often juggle disconnected systems for engagement, data, and workflows, making “personalized service” more aspiration than reality. By tying Genesys Cloud AI and the ServiceNow AI Platform into a tightly integrated loop, the partners are promising secure, high-throughput orchestration with shared context, synchronized workflows, and intelligent routing.
That’s not just CX talk—it’s about giving AI the ability to operate across front- and back-office functions, from sales and billing to IT help desk support.
Industry Voices
Analysts and customers are already weighing in:
- Rebecca Wettemann, Valoir: “Cross-platform AI agents could significantly shift the CX landscape. Adoption will depend on interoperability, and this partnership is a notable step toward scalable agent-to-agent collaboration.”
- John Ball, ServiceNow: “Agentic AI is only as powerful as the ecosystem it operates in. Together with Genesys, we’re setting a new standard for enterprise-scale automation.”
- Olivier Jouve, Genesys: “We’re accelerating the path to universal agentic orchestration, where autonomous agents power always-on business while deepening human connection.”
Customers like Computacenter see tangible benefits too: higher productivity, simpler workflows, and more engaged employees.
What’s Next
The companies aren’t stopping at CRM. Genesys and ServiceNow are extending Unified Experience into IT Service Management (ITSM), giving IT teams the same orchestrated workflows that contact centers enjoy. Expect tighter integration across voice and digital channels, smarter routing, and analytics-driven staffing.
Availability: A2A orchestration capabilities are slated to roll out in Q4 FY26 (Nov. 1, 2025 – Jan. 31, 2026).
The Bigger Picture
In a market where rivals like Salesforce, NICE, and Five9 are layering AI into CX stacks, Genesys and ServiceNow are carving out a bolder position: let the AIs collaborate across platforms, not just within them. If adoption scales, this could mark a shift from isolated chatbots to a true ecosystem of autonomous agents—an “AI economy” within the enterprise.
Power Tomorrow’s Intelligence — Build It with TechEdgeAI
Techedge AI is a niche publication dedicated to keeping its audience at the forefront of the rapidly evolving AI technology landscape. With a sharp focus on emerging trends, groundbreaking innovations, and expert insights, we cover everything from C-suite interviews and industry news to in-depth articles, podcasts, press releases, and guest posts. Join us as we explore the AI technologies shaping tomorrow’s world.
