Today at Xperience, Genesys®, a global leader in agentic orchestration for customer experience (CX), announced advancements to Genesys Cloud™ Agentic Virtual Agent that will help organizations automate more complex customer interactions with greater speed, reliability and natural engagement. New enterprise connectivity and interoperability will also expand the ability of Agentic Virtual Agent to securely work with business systems and other AI agents to drive customer outcomes across the enterprise.

Since becoming generally available last March, continual enhancements for Agentic Virtual Agent are making it easier to build, test and optimize autonomous customer experiences alongside the new Scaled Cognition APT-2 large action model as well as new native voice capabilities and integrations with ElevenLabs and Deepgram. Agentic Virtual Agent will also provide deeper Model Context Protocol (MCP) connectivity and Agent2Agent (A2A) interoperability with enterprise platforms.

Organizations including Global Payments, MTN South Africa, Utility Warehouse, UOL and Charles Sturt University are choosing Agentic Virtual Agent to advance beyond traditional automation. For some organizations, that impact is translating into multimillion-dollar annualized savings. Customers are also reporting improved satisfaction and Net Promoter Score gains of more than 70 points, with some deployments going live in as little as a few weeks.

Increasing the reliability of automated experiences

Genesys is expanding the intelligence behind Agentic Virtual Agent through the latest Scaled Cognition APT-2 large action model, designed to improve reasoning accuracy, factual grounding and execution reliability.

APT-2 supports richer agent specifications, longer and more complex workflows, faster response times and improved multilingual performance. These enhancements help Agentic Virtual Agent reason through sophisticated customer requests and carry work toward resolution within enterprise-defined guardrails, all while helping reduce experience failures that can erode trust.

Creating best-in-class voice experiences

New voice capabilities for Agentic Virtual Agent are designed to enable more natural, responsive conversations. Through End-of-Turn Detection, Agentic Virtual Agent will understand when a customer has finished a thought, helping conversations flow with fewer awkward pauses and interruptions. With Contextual Tuning, Agentic Virtual Agent will automatically adapt its terminology, tone and speaking style to reflect an organization’s business and brand as well as the context of each interaction.

Genesys is also providing greater customer choice through new integrations with ElevenLabs and Deepgram across voice generation and conversational speech recognition.

  • Through ElevenLabs, organizations will be able to access expressive, natural-sounding voices for engaging virtual agent interactions while maintaining Genesys Cloud governance and enterprise controls.

  • Deepgram will bring real-time speech recognition built for conversational AI, helping Agentic Virtual Agent understand interruptions, turn-taking and changing intent as people speak. Richer, more timely context gives the agent stronger inputs for reasoning and action, supporting faster responses and more reliable task completion.

These new capabilities can make voice interactions with Agentic Virtual Agent feel more fluid and natural, helping organizations deliver engaging customer experiences that increase successful self-service and reduce unnecessary escalations to human agents.

Building trusted agentic experiences faster

Across the development lifecycle, organizations can more rapidly build and deploy Agentic Virtual Agent experiences. With spec-driven development, teams can describe desired customer experiences and outcomes using existing materials such as process documentation, standard operating procedures and interaction transcripts, which AI helps translate into deployable configurations. Development teams can also use a range of tools such as Anthropic’s Claude Code, OpenAI Codex, Cursor and Kiro to create specifications that can be brought into Genesys Cloud for testing and governance, providing flexibility while maintaining enterprise oversight.

Genesys is introducing new AI-assisted authoring that analyzes how Agentic Virtual Agents are designed, identifies opportunities to improve their effectiveness and recommends ways to drive better customer outcomes. New AI-powered testing, expanded reporting and detailed auditability will also help organizations validate Agentic Virtual Agents before deployment, understand their actions and continuously improve performance over time.

Creating the most connected Agentic Virtual Agent

Building on orchestration capabilities from its recent acquisition of Pinkfish, Genesys is expanding Agentic Virtual Agent with more than 500 enterprise integrations and access to over 25,000 MCP-compatible tools, making it easier to connect to the business context, systems and tools behind customer interactions. This will enable Agentic Virtual Agent to securely access CRM, ERP, IT service management, knowledge, collaboration, billing and other business applications to gather context and take action to help resolve customer requests.

Progressing multi-agent enterprise Action

A2A interoperability will enable Agentic Virtual Agent to securely collaborate with specialized AI agents across platforms such as Salesforce and ServiceNow, delegating tasks and coordinating work across multistep business processes. Combined with MCP-based access to enterprise tools, A2A will connect customer conversations to the systems and AI agents needed to reach resolution.

For example, Agentic Virtual Agent will be able to coordinate with specialized AI agents across enterprise platforms to resolve a billing issue, from retrieving account information and evaluating policies to completing backend tasks, while maintaining context throughout the customer interaction.

Agentic Virtual Agent will also support customer engagement across digital channels, including WhatsApp, enabling organizations to bring agentic experiences to customers through the channels they choose while A2A and MCP provide interoperability with the enterprise systems and AI agents behind those interactions.

Global customer momentum

Around the world, organizations are realizing measurable business impact with Agentic Virtual Agent, including:

  • Riachuelo, one of Brazil’s largest fashion retailers, replaced its traditional chatbot with Genesys Agentic Virtual Agent, increasing customer retention from 30% to 84%, improving its CSAT by 60 points within the first year and boosting productivity by more than 400% without adding staff.

  • Zeppelin Rental GmbH, a leading provider of rental and construction support services, is enhancing its digital customer experience with the Genesys Agentic Virtual Agent. By enabling customers to describe their job site needs in natural language instead of having to search through product catalogs, the solution makes relevant products, services and information easier to find. This creates a simpler, more intuitive self-service experience while helping to reduce pressure on traditional service channels.

“Enterprise AI is entering a new phase defined by what it can accomplish for customers,” said Mike Szilagyi, senior vice president and head of product at Genesys. “We’re further strengthening Genesys Cloud Agentic Virtual Agent with more context, intelligence and capabilities to act across the enterprise, work with other AI agents and carry increasingly complex customer requests through resolution. This is how businesses can turn customer intent into meaningful outcomes at scale.”

Genesys Cloud Agentic Virtual Agent capabilities announced today, including the Scaled Cognition APT-2 model, new development tools and the Deepgram integration, are available now with ElevenLabs expected to be available in the third quarter of the company’s fiscal year (Aug 1-Oct. 31, 2026). Additional capabilities, including native voice enhancements, A2A interoperability and AI-assisted authoring, are expected to become generally available in the fourth quarter of the company’s fiscal year (Nov. 1, 2026-Jan. 31-2027).

Forward-Looking Statements

Statements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press release.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.

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