AI agents take control of customer experience at Genesys

"They all share the commonality of using agentic AI to orchestrate customer and employee experiences. With new features such as Work Automation, Genesys Cloud Associate, and a series of AI agents, the company aims to break through the boundaries of the traditional contact center. This should enable organizations to operate as a single entity towards the customer. Genesys sees that many organizations struggle with fragmented processes."

"Genesys is positioning its new announcements at Xperience 2025 as the answer to that challenge. The expansion of Work Automation makes it possible to orchestrate case management enterprise-wide, while Genesys Cloud Associate gives employees outside the contact center access to the same AI tools as their frontline colleagues. This means that the customer journey is no longer handled piecemeal, but fully coordinated from start to finish."

"With Genesys Cloud Associate, the company is introducing a solution that enables all employees to deliver consistent customer experiences. The tool provides role-based interfaces that align with the work of various teams. It doesn't matter whether an employee works via desktop, web, or mobile: the experience remains uniform. The built-in AI assistance helps with transcription and summarization, makes suggestions during conversations,"

Genesys announced platform enhancements that use agentic AI to orchestrate customer and employee experiences across the enterprise. New features such as Work Automation, Genesys Cloud Associate, and specialized AI agents aim to break traditional contact center boundaries and enable organizations to operate as a single entity toward customers. The company identified fragmented processes where inquiries often move between contact center, sales, billing, and support, each with separate systems and limited customer history visibility, causing delays and inconsistent experiences. Work Automation enables enterprise-wide case management orchestration. Genesys Cloud Associate provides role-based, uniform interfaces and AI assistance for transcription, summarization, conversational suggestions, and routine task automation, simplifying IT management through a single code base and integrated data model.

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