At Xperience 2025, Genesys announced the next evolution of its Genesys Cloud™ platform, unveiling advanced agentic AI agents designed to orchestrate customer and employee experiences across enterprises. Enhancements to Genesys Cloud Copilots and Virtual Agents introduce greater autonomy, contextual awareness, and built-in support for Agent2Agent Collaboration (A2A) and Model Context Protocol (MCP), enabling organizations to scale responsible AI orchestration while maintaining enterprise governance.
Why Agentic AI Matters
Businesses are increasingly competing in the experience economy, where customer loyalty hinges on seamless, personalized, outcome-driven interactions. Yet, over a third of CX leaders report lacking formal AI governance policies—a gap that could expose organizations as AI gains autonomy. Genesys addresses this with AI agents underpinned by Genesys Cloud AI Guides, which enable semi-autonomous agents to work alongside humans and other AI agents, orchestrating workflows efficiently while keeping actions within trusted enterprise boundaries.
How It Works
With native A2A and MCP interoperability, Copilots and Virtual Agents can:
- Trigger workflows and maintain context across enterprise systems.
- Drive coordinated actions without complex integrations.
- Leverage the Genesys Cloud Event Data Platform (EDP) for real-time, journey-aware insights at the source.
Unlike fragmented third-party solutions, EDP delivers actionable intelligence directly where interactions occur. Paired with Genesys Cloud Journey Management, organizations gain end-to-end visibility into customer journeys, identifying gaps and opportunities for deeper personalization.
Genesys Cloud Copilots: Role-Based AI for Employees
Copilots are designed for employees across the contact center hierarchy—from frontline agents to administrators and business leaders. Delivered via a natural conversational interface, they augment performance, automate routine tasks, and accelerate resolution. Key features include:
- Modular AI Skills built in Genesys Cloud AI Studio, enabling semi-autonomous decision-making based on context, user intent, and permissions.
- Workflow automation and risk detection, freeing employees to focus on high-impact work.
- Analytics Explorer, the first AI Skill at launch, provides historical and real-time data for insights, performance monitoring, and trend analysis.
Virtual Agents: Agentic AI for Customers
Genesys’ customer-facing Virtual Agents are also evolving. Leveraging AI Studio and AI Guides, the updated Virtual Agents deliver:
- Rich, conversational experiences in 10+ new languages.
- Enhanced natural language processing (NLP) with fine-tuned LLMs for precise data capture.
- Real-time dashboards for instant visibility into trends, performance, and operational impact.
- Planned features by year-end: intent switching, AI-generated summaries, and Knowledge 3.0, enabling faster, more personalized, and scalable support.
Industry and Customer Perspectives
Douglas Kramon, head of customer care at ESPN, highlighted the impact: “With Genesys Cloud, we can reimagine fan engagement—from bespoke Virtual Agents for fantasy streaming to dynamic Copilots helping agents personalize conversations. AI built into the system enables agentic-driven experiences that strengthen fan loyalty.”
Hayley Sutherland, IDC research manager, emphasized the importance of governance: “Scaling agentic AI is challenging due to fragmented data and siloed systems. Genesys’ built-in guardrails and orchestration capabilities help businesses unlock AI-driven experiences while maintaining trust and control.”
Olivier Jouve, Genesys Chief Product Officer, added: “CX spans every touchpoint. These innovations reflect our commitment to responsible agentic AI—uniting intelligent agents, automation, and real-time data to drive faster resolutions, deeper personalization, and operational efficiency across the enterprise.”
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