Genesys, a global leader in cloud-based AI-Powered Experience Orchestration, announced an expanded strategic partnership with ServiceNow®. Together, the companies are introducing new Agent2Agent (A2A) orchestration, allowing AI agents to autonomously collaborate across enterprise systems. This innovation empowers customers to self-serve with greater efficiency, driving stronger operational outcomes and customer loyalty.
Unlocking the Full Potential of Agentic AI
As agentic AI continues to reshape the customer experience (CX) landscape, businesses that connect their engagement, data, workflow, and operations platforms are best positioned to realize its value. With enhancements to their joint solution, Unified Experience from Genesys and ServiceNow, the companies are breaking down silos between CCaaS, CRM, and service operations, delivering a single, AI-driven experience.
Through this expanded partnership, AI agents will be able to work together within enterprise-defined guardrails across both the Genesys Cloud platform and ServiceNow Customer Relationship Management (CRM).
“As a technology and services provider, we rely on multiple systems, including ServiceNow and Genesys, to power enterprise experience management. This partnership creates opportunities to boost our operational productivity, strengthen employee engagement and elevate customer experiences,” said Gavin Howell, director of operational delivery, Computacenter. “By unifying systems with AI orchestration, Genesys and ServiceNow simplify complexity and help to empower our teams. With new interoperability to coordinate workflows seamlessly across every touchpoint, it will be possible to unlock greater efficiency and value for our customers and our business.”
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How It Works: From Front Office to Back Office
To help organizations achieve interoperability and scale autonomous CX across the enterprise, Genesys and ServiceNow have integrated Genesys Cloud AI with the ServiceNow AI Platform for high-throughput orchestration. This includes shared context, synchronized workflows, and intelligent routing – enabling seamless collaboration across customer engagement and service operations.
The partnership also introduces a unified service model with flexible adoption paths, making it easier for businesses to deploy AI at scale. New capabilities are expected later this year, including conversational voice experiences that enhance AI-driven customer interactions.
Real-World Impact
The collaboration is designed to simplify customer journeys while improving efficiency. For example, if a customer calls about a sudden billing spike, the Genesys Cloud Virtual Agent can authenticate the caller and identify the issue. Simultaneously, the ServiceNow AI Agent Fabric retrieves billing data, explains charges, and checks for eligible promotions. Together, the AI agents can automatically present a rebate or credit and instantly enroll the customer – all in a single seamless interaction.