Genesys, a global cloud leader in AI-Powered Experience Orchestration, announced Genesys Cloud™ AI Studio – the foundation organizations need to responsibly move to agentic AI-driven customer engagement. Genesys Cloud AI Studio is a centralized innovation hub designed for building, managing and scaling AI faster. It provides organizations with intuitive, agentic-ready tools embedded with guardrails for smarter, more personalized experiences. Genesys Cloud AI Guides, the first capability released for Genesys Cloud AI Studio, will equip brands to rapidly design, deploy and govern virtual agents that can operate with greater autonomy across complex, enterprise-wide customer journeys.
“Scalable oversight of AI is critically important as we move into agentic decision-making and operation at lightning speed. For enterprises to leverage agentic AI, they must evolve how they approach AI governance and adoption,” said Hayley Sutherland, research manager for conversational AI at IDC. “Genesys is offering organizations a robust entry point for autonomous AI, and the tools to help ensure every AI-powered customer interaction is secure, ethical and aligned to their strategy and values.”
As AI advances to act more independently and make non-deterministic decisions, strong governance is critical. Yet 80% of business leaders cite explainability, ethics, bias or trust as significant adoption barriers, even with deterministic forms of AI like generative. Half admit their organizations lack the governance to manage these risks, according to research from IBM Institute for Business Value.
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Responsible Agentic AI at Scale for All
Most virtual agents today require technical resources to develop and follow rigid, pre-programmed flows that can break under complex real-world interactions. In contrast, agentic AI will introduce more autonomy, enabling virtual agents to make decisions and adapt dynamically. This advancement will likely promise better customer experiences but also heightens governance risks as virtual agents’ actions can affect customer loyalty and brand reputation across the enterprise.
With AI Guides, Genesys will empower organizations to confidently embrace the future using an easy no-code interface to build and deploy intelligent virtual agents that can reason and act within configurable guardrails defined by the business. These virtual agents are equipped to handle more complex, multistep customer interactions. Use of AI Guides will allow virtual agents to move beyond managing transactional customer interactions to trigger enterprise-wide workflows, collaborate across human and AI teams, and act on behalf of brands in higher-stakes moments.
SOURCE: Genesys