Genesys has unveiled the Genesys Cloud Agentic Virtual Agent, claiming it as the industry’s first enterprise-grade virtual agent powered by large action models (LAMs) – a significant evolution beyond traditional large language model (LLM) chatbots that mainly handle basic conversational tasks. Built to understand customer goals, plan next steps and autonomously execute complex, multi-system actions across front- and back-office systems, the new solution shifts the focus from mere dialogue to outcome-driven customer engagement, reducing effort and operational friction while improving resolution rates and scalability.
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By integrating LAM-driven reasoning with Genesys’s cloud orchestration, governance and AI Studio tools, organisations can configure guardrails, permissions and behaviours that keep actions policy-aligned and auditable, ensuring predictability and compliance at enterprise scale. Early adopters – including major banks, a global healthcare provider and a Fortune 50 retailer – are already evaluating the capability to modernise self-service, streamline workflows and reduce unnecessary handoffs. Expected to be generally available in the first quarter of Genesys’s fiscal 2027, the announcement underscores a broader industry shift toward trustworthy, autonomous customer experience automation that completes work, not just answers questions.