Genesys®, a global cloud leader in AI-Powered Experience Orchestration, has officially announced the launch of Genesys Cloud™ AI Studio, which brings forth the necessary infrastructure to help organizations responsibly embrace agentic AI-driven customer engagement.
According to certain reports, the stated solution translates to a centralized innovation hub capable of building, managing and scaling AI faster. More on that would reveal how it provides organizations with intuitive, agentic-ready tools inclusive of guardrails for smarter, more personalized experiences.
Across Genesys Cloud™ AI Studio’s ecosystem, the first capability is going to be Genesys Cloud AI Guides, which will make it possible for brands to rapidly design, deploy and govern virtual agents that can operate with greater autonomy across complex, enterprise-wide customer journeys.
Before we dig into the given capability, we must take into account one research from IBM Institute for Business Value, where it was revealed that, even though rise in AI’s independence is asking for stronger governance moving forward, 80% of business leaders continue to cite explainability, ethics, bias, or trust as significant adoption barriers, even with deterministic forms of AI like generative.
Alongside this, a contingent of 50% respondents also admitted that their organizations lack the governance to manage these risks.
In response, AI Guides allows organizations to confidently build and deploy intelligent virtual agents that can reason and act within configurable guardrails defined by the business. Once equipped, these virtual agents can handle more complex, multistep customer interactions.
All in all, by leveraging the underlying technology of AI Guides, virtual agents can move well 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.
“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, 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.”
Talk about Genesys Cloud AI Guides on a slightly deeper level, we begin from the availability of natural language, which eliminates the need for any coding. Hence, one can easily build or refine virtual agents using plain language or existing documentation with no coding skills needed.
Next up, there is a facility in place to build an experience once and deploy them anywhere. These experiences can be deployed across Genesys Cloud Virtual Agent and Copilots, and more, to maintain consistency and reduce duplication of effort.
Another detail worth a mention is rooted in the availability of enterprise-grade collaboration. In essence, you can seamlessly connect front, middle and back-office systems to execute tasks, automate workflows and deliver measurable business outcomes.
Rounding up highlights would be the solution’s built-in guardrails that let you implement configurable, testable safety controls to enable increased accuracy, appropriate tone, and policy compliance to support responsible adoption of agentic AI.
Among other things, we must acknowledge that AI Guides is actually built upon model-agnostic architecture which facilitates continuous A/B testing and iterative improvements as new language models emerge. This mechanism empowers Genesys to select and evolve the optimal model over time, helping organizations deliver the best outcomes.
This said aspect is powered by the Genesys Cloud platform which, on its part, offers seamless integration with proprietary, open-source and leading frontier models, including those available through Amazon Bedrock to organizations bring their own models.
All in all, the introduction of both Genesys Cloud AI Studio and AI Guides bestowed organizations with Level 4 of Experience Orchestration, an avenue where customer engagement becomes semi-autonomous, scalable and governed by business-defined guardrails.
“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, 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.”
