Genesys unveils innovations to support agentic orchestration platform for customer experience

Genesys has launched new capabilities to modernise how businesses serve consumers by maintaining context and coordinating their needs from the initial engagement through resolution. Genesys Cloud Navigator, Orchestrator, Contextual Intelligence and the AI Control Plane form an integrated agentic foundation that understands customer intent, keeps interactions connected and coordinates actions across AI, people and systems within defined governance and controls.

Together, these innovations advance Genesys Cloud as the agentic orchestration platform for CX. The company says it will deliver adaptive, personalised and governed customer experiences built for the age of autonomous AI. Businesses can operate with greater intelligence and efficiency while customers experience less complexity. This makes it easier for customers to get what they need from start to finish.

According to Gartner®, “By 2029, agentic AI will autonomously resolve 80% of common customer service issues without human intervention, leading to a 30% reduction in operational costs”. As AI assumes a greater role in customer experience, the opportunity for businesses is not to automate more. But to rethink how outcomes are delivered.

Mike Szilagyi, senior VP and head of product at Genesys says, “The future of CX is AI that understands intent. Furthermore, it preserves memory across resources and moves the interaction forward until the customer’s problem is solved.” 

“With Genesys Cloud, organisations can turn AI from a collection of tools into an intelligent system that delivers better customer results at enterprise scale.”

Bringing agentic orchestration to the customer journey

Making experiences simpler for customers requires enterprises to manage growing complexity behind the scenes as AI becomes more autonomous. Agentic orchestration provides a new operating model for CX, coordinating systems, workflows, and resources around customer needs. New Genesys Cloud capabilities will bring this model to life through distinct layers of contextual intelligence, orchestration and governance:

• Genesys Cloud Navigator is the AI-native front door for customer experience, bringing intelligence to the beginning of every interaction. Instead of relying on static menus, rigid routing logic or disconnected digital entry points, Navigator uses conversational understanding, history, interaction signals and enterprise context to understand what customers are trying to accomplish. It will clarify ambiguity and determine if the customer should move to an AI agent, workflow or human employee. This is achieved by carrying context forward to create a seamless path to resolution.
• Genesys Cloud Orchestrator will build on Navigator’s intelligent start by creating the ideal plan to outcome and coordinating decisioning as the journey progresses. It maintains journey state and reasons over context, policies and guardrails to determine the next best step. It moves work across AI, human employees and systems as conditions change. This will enable journeys to pause, resume and adapt while keeping the customer’s intended outcome in focus.
• Contextual Intelligence turns customer interactions into persistent enterprise memory by connecting real-time signals with customer identity, history, business events and journey context. It preserves intelligence over time and instills AI with a richer understanding of the customer to inform relevant decisions throughout their journey.
• The AI Control Plane is the operating layer for enterprise AI. It provides governance and oversight for agentic orchestration, including Navigator, Orchestrator and Contextual Intelligence. Through centralised discovery, identity, policy and observability, it gives enterprises visibility into how AI operates. Additionally ensuring decisions and actions remain within defined business boundaries as autonomy scales.

From customer intent to executed outcomes

Together, Navigator, Orchestrator, Contextual Intelligence and the AI Control Plane connect customer intent to coordinate action and resolution across enterprises. The latest Genesys Cloud capabilities will build on AI innovations enabling more than 7,500 organisations to automate work, reduce customer effort and improve experiences at scale, including:

• Britain’s second-largest airline, Virgin Atlantic, unified previously siloed customer engagement systems on Genesys Cloud to support a more connected passenger experience. The airline has realized $28 million in three-year value from Genesys AI capabilities while achieving a 25-point year-over-year increase in customer satisfaction.
• Charles Sturt University, a leading Australian educational institution, deployed Genesys Cloud agentic AI to deliver more intelligent, connected student support. AI Guides-powered virtual agents helped increase first-contact resolution by 29%. Chatbot escalations fell from nearly 58% to under 20%, enabling students to resolve more complex needs through conversational self-service.
• Trademark Global, the multibrand consumer products company, is using Genesys Cloud to orchestrate AI, enterprise data and workflows across its leading eCommerce brands and marketplaces. By enabling employees to deliver more personalised and efficient service, Trademark Global increased SLA achievement by 30% during seasonal peaks. Meanwhile, reducing technology total cost of ownership by 65%.

Enterprise Times: What this means for businesses

Agentic AI is expected to push customer service beyond individual interactions and isolated use cases. As AI takes on more decision-making roles and actions, enterprises will need to manage the customer journey as a connected system.

On the flip side, for businesses, the significance is that customer experience can become more proactive, connected and efficient. By combining intent recognition, shared context, journey orchestration and governance, enterprises can reduce friction for customers. At the same time give employees and AI systems a clearer structure for resolving issues. This should help enterprises scale personalisation, improve consistency and lower operational complexity as autonomous AI becomes more embedded in-service delivery.

Currently, enterprises organise their customer journeys and services as a collection of channels, workflows and agents. Through this suite of capabilities, Genesys is taking an integrated approach to this shift. Bringing together context, orchestration and governance across the customer journey.

Genesys report suggests consumers avoid contacting customer service

 

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