Genesys Wins “Best Use of AI in Customer Service” Award

Genesys has been named the winner of “Best Use of AI in Customer Service” at the 2025 A.I. Awards, hosted by The Cloud Awards.

The category highlights organizations using AI to improve customer service and support operations.

Genesys notes that the recognition reflects its ongoing work to support organizations using its experience orchestration platform and AI capabilities.

The company describes its current focus as advancing “agentic AI,” a model intended to enable systems to interpret context, understand goals, and take guided actions within defined governance frameworks.

Technologies such as Genesys Cloud” AI Studio and AI Guides are positioned as tools for building these capabilities.

Genesys says this approach is aimed at helping organizations shift from basic automation to broader orchestration, connecting systems, data and workflows across channels as customer experience requirements continue to evolve.

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: Hannah Swankie
Reviewed by: Megan Jones