Genesys has introduced Genesys Cloud AI Studio, a platform designed to help businesses develop, manage, and scale more autonomous AI-driven customer experiences.
“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.”
The first feature, Genesys Cloud AI Guides, enables teams to build and govern intelligent virtual agents using a no-code interface, ensuring alignment with organizational policies and goals.
As customer engagement shifts toward more autonomous AI interactions, Genesys aims to address governance challenges – including trust, bias, and explainability – by embedding safeguards into the design process.
AI Guides allows virtual agents to handle more complex tasks across departments, initiate workflows, and collaborate with human teams, all while operating within defined boundaries.
Key features include:
- Natural Language, No Code Required
- Build Once, Deploy Anywhere
- Enterprise-Grade Collaboration
- Guardrails Built In
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.
Underpinned by the Genesys Event Data Platform, the solution is part of a broader strategy to help organizations reach semi-autonomous customer engagement, or “Level 4” of Genesys’ Experience Orchestration framework.
Upcoming features like Custom Conversation Summaries will offer additional control over interaction outputs to match brand voice and compliance standards.
“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.”
For more information about Genesys - visit the Genesys Website
About Genesys
Genesys empowers more than 8,000 organisations 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 organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations 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. Find out more about Genesys
Author: Robyn Coppell
Published On: 25th Jun 2025
Read more about - Latest News, Genesys
