At Xperience 2025, Genesys® introduced advanced agentic AI agents for the Genesys Cloud™ platform, designed to help organizations orchestrate customer and employee experiences across enterprise systems. Enhancements to Genesys Cloud Copilots and Virtual Agents bring greater autonomy, contextual awareness, and support for Agent2Agent Collaboration (A2A) and Model Context Protocol (MCP), enabling AI to operate safely within enterprise guardrails.
As businesses shift from a service economy to an experience economy, delivering consistent, personalized, outcome-driven interactions is critical. Yet, a recent Genesys survey found over a third of CX leaders lack formal AI governance policies, highlighting the need for responsible, semi-autonomous AI.
Semi-Autonomous AI Powered by Genesys Cloud AI Guides
Genesys addresses this challenge with Copilots and Virtual Agents supported by Genesys Cloud AI Guides, providing AI that can work alongside humans and other AI agents to orchestrate experiences responsibly. Native A2A and MCP interoperability allows AI to trigger workflows, maintain context, and coordinate actions across enterprise systems without complex integrations.
The Genesys Cloud Event Data Platform (EDP) powers these capabilities, providing journey-aware insights in real time. Coupled with Genesys Cloud Journey Management, organizations gain visibility into customer interactions, enabling personalized experiences and operational improvements.
Genesys Cloud Copilots: Empowering Employees with AI
Copilots are designed for frontline agents, supervisors, administrators, and business leaders, delivering role-based, semi-autonomous AI assistance through conversational interfaces. Key features include:
- Augmented employee performance with AI-driven insights
- Automation of routine tasks and workflow steps
- Risk detection and anomaly identification
- Modular AI Skills built in Genesys Cloud AI Studio for workflow automation, data integration, and analytics
Analytics Explorer, the first AI Skill available at launch, provides real-time and historical data to accelerate insights, monitor performance, and streamline configuration.
Enhanced Virtual Agents: Rich, Agentic Customer Engagement
New capabilities for Virtual Agents include:
- Support for 10+ additional languages for localized interactions
- Enhanced NLP with fine-tuned large language models for improved data capture (e.g., names, dates, account numbers)
- Real-time performance dashboards for monitoring trends, issues, and impact
- Planned features by year-end: intent switching, AI-generated summaries, and Knowledge 3.0, enabling faster, more personalized support
These updates allow enterprises to deliver natural, efficient, and automated customer interactions at scale.
Industry Response
“At ESPN, Genesys Cloud enables us to reimagine fan engagement, from virtual agents for streaming to dynamic copilots that personalize interactions,” said Douglas Kramon, Head of Customer Care and Fan Support, ESPN and ESPN BET.
“Operationalizing agentic AI is complex due to siloed systems and fragmented data,” noted Hayley Sutherland, Research Manager, IDC. “Genesys’ built-in guardrails and orchestration capabilities help businesses deploy AI responsibly and at scale.”
“CX spans every touchpoint, not just the contact center,” said Olivier Jouve, Chief Product Officer, Genesys. “Genesys Cloud innovations unify workflows, AI, and real-time data to drive faster resolutions, deeper personalization, and operational efficiency across the enterprise.”
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