At its Xperience 2025 event, Genesys unveiled the next evolution of its Genesys Cloud™ platform: advanced agentic AI agents built to orchestrate customer and employee experiences across enterprise systems.
The upgrades include enhanced Cloud Copilots and Virtual Agents that bring greater autonomy, contextual awareness, and built-in support for Agent2Agent Collaboration (A2A) and Model Context Protocol (MCP)—features designed to let AI agents act with more independence while staying within enterprise guardrails.
The Bigger Picture: From Service to Experience Economy
Businesses are moving fast toward what analysts call the “experience economy,” where consistent, personalized, outcome-driven interactions matter as much as the product itself. That shift is fueling demand for autonomous AI agents. Yet Genesys research shows over a third of CX leaders lack formal AI governance policies—a risky gap as AI grows more self-directed.
Genesys aims to bridge that divide with AI Guides, Copilots, and Virtual Agents engineered for semi-autonomous orchestration. Instead of handing over the reins to black-box automation, Genesys’ approach mixes autonomy with enterprise-level oversight—an effort to balance speed, personalization, and trust.
Copilots: AI Sidekicks for Every Employee
Genesys Cloud Copilots aren’t just for customer service reps. They’re role-based AI agents for frontline staff, supervisors, admins, and executives alike. Through conversational interfaces, they can:
- Push real-time guidance and anomaly detection.
- Automate repetitive steps in workflows.
- Surface historical and live data for faster decision-making.
- Flag risks before they escalate.
The first AI Skill, Analytics Explorer, will debut with the upgraded Copilot suite, offering natural language access to performance metrics, agent activity, and trends. Future AI Skills, built in Genesys Cloud AI Studio, will be modular and extensible, letting organizations tailor copilots to their specific workflows.
Virtual Agents: Smarter, More Human Customer Interactions
Genesys is also upgrading its Virtual Agents with richer capabilities:
- 10+ new languages for localized experiences.
- Improved natural language processing, fine-tuned for detail capture (names, dates, account numbers).
- A real-time dashboard to monitor agent performance and trends.
Planned updates include intent switching, AI-generated summaries, and Knowledge 3.0—tools that promise faster resolutions, expanded automation, and dynamic adaptation to customer needs.
Guardrails and Governance Built In
Underpinning all of this is the Genesys Cloud Event Data Platform (EDP), which delivers real-time, journey-aware insights at the source. Unlike platforms that depend on fragmented third-party data, EDP brings analytics closer to customer interactions and integrates with Journey Management for full lifecycle visibility.
That foundation matters. “Operationalizing agentic AI will be a major undertaking,” said IDC’s Hayley Sutherland, pointing to the risks of fragmented systems and weak governance. Genesys’ answer is native interoperability with A2A and MCP, ensuring copilots and virtual agents can coordinate actions across systems without bolted-on integrations.
Industry Voices
- ESPN’s Douglas Kramon sees potential for fan engagement, from fantasy streaming bots to copilots helping live agents personalize conversations.
- IDC views the new capabilities as foundational for AI-driven orchestration at scale—without losing trust and control.
- Genesys’ own CPO Olivier Jouve framed it bluntly: “CX may start in the contact center, but it doesn’t end there—it spans every touchpoint across the enterprise.”
