Introducing Genesys Cloud AI Studio: Empowering Businesses with Responsible, Agentic AI for Transformational Customer Experiences

First release, Genesys Cloud AI Guides, will enable teams to design and govern more autonomous AI agents with no coding required

Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today 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.

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.

AI Guides is designed to help organizations scale semi-autonomous customer experiences by providing clear, governed instructions that guide the behavior of large language model-driven agents to minimize hallucinations and align outputs with business goals through:

• Natural Language, No Code Required: Easily build or refine virtual agents using plain language or existing documentation with no coding skills needed.
• Build Once, Deploy Anywhere: Design experiences once and deploy them across Genesys Cloud Virtual Agent and Copilots, and more to maintain consistency and reduce duplication of effort.
• Enterprise-Grade Collaboration: Seamlessly connect front, middle and back-office systems to execute tasks, automate workflows and deliver measurable business outcomes.
• Guardrails Built In: Implement configurable, testable safety controls to help enable increased accuracy, appropriate tone and policy compliance to support responsible adoption of agentic AI.

AI Guides is built with flexibility at its core, using a model-agnostic architecture that enables continuous A/B testing and iterative improvements as new language models emerge. This allows Genesys to select and evolve the optimal model over time to help organizations deliver the best outcomes. This versatility is powered by the Genesys Cloud platform, which offers seamless integration with proprietary, open-source and leading frontier models including those available through Amazon Bedrock, ultimately enabling organizations to bring their own models. With this extensibility, organizations can innovate with AI to best align with their goals without compromising safety, oversight or performance.

Building the Foundation for Autonomous Customer Engagement

AI Guides introduces essential agentic AI capabilities to the Genesys Cloud platform’s conversational, generative and predictive AI. Underpinning Genesys Cloud AI is the Genesys Event Data Platform, which transforms raw interaction data into structured signals, such as intent, outcomes and behavior, to enrich customer profiles. This context helps fuel smarter orchestration, accelerate model training and improve more effective AI performance across capabilities, including Genesys Cloud AI Studio and AI Guides.

With the launch of Genesys Cloud AI Studio and AI Guides, Genesys is equipping organizations with critical capabilities to advance toward Level 4 of Experience Orchestration, which is where customer engagement becomes semi-autonomous, scalable and governed by business-defined guardrails. Another upcoming tool, Genesys Cloud Custom Conversation Summaries, will further enhance control, enabling organizations to generate interaction summaries that reflect their unique brand voice, formatting standards and compliance requirements.

“Many organizations lack the infrastructure and governance framework for the responsible use of agentic AI with their customers today. We’re focused on giving every business an accessible and safe path forward,” said Olivier Jouve, chief product officer at Genesys. “With AI Guides, Genesys is delivering the foundation for agentic orchestration with guardrails and trust embedded so our customers can accelerate innovation and position themselves to drive ROI and differentiation.”

Availability for Genesys Cloud AI Studio capabilities, AI Guides and Custom Conversation Summaries are expected in the second quarter of the company’s fiscal year 2026 (May 1–July 31, 2025). For more information, visit genesys.com.

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 in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

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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.