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.
Author: Hannah Swankie
Reviewed by: Megan Jones
Published On: 27th Nov 2025 - Last modified: 2nd Dec 2025
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