TLDR: Genesys has partnered with Scaled Cognition to improve the reliability of AI agents, integrating new Copilots and Virtual Agents into its platform. These AI agents are designed to work collaboratively with human employees and other AI systems to deliver more efficient, consistent, and personalized customer experiences. The new capabilities are expected to roll out between November 2025 and January 2026, positioning Genesys strongly in the agentic AI market.
Genesys, a leader in customer experience solutions, has announced a strategic collaboration with Scaled Cognition aimed at significantly boosting the reliability of AI agents within its platform. This initiative marks a pivotal step in Genesys’s commitment to leveraging artificial intelligence to transform customer interactions.
The core of this development involves the introduction of new Copilots and Virtual Agents, which are designed to seamlessly integrate into the Genesys Cloud Work Automation and Associate offerings. These AI agents are not intended to operate in isolation but rather to function collaboratively with human employees and existing systems, operating within clearly defined frameworks. This approach allows AI agents to make independent decisions where efficiency can be gained, while ensuring that the ultimate responsibility remains with the organization.
A key highlight of this collaboration is the focus on enabling AI agents to communicate and collaborate effectively with other AI systems without requiring complex integrations. This ensures that context is maintained and workflows are meticulously coordinated, even when multiple platforms are involved. This capability is crucial for creating a cohesive and intelligent ecosystem where AI agents are an integral part of the broader enterprise architecture.
The new functionalities within Genesys Cloud Work Automation and Associate are anticipated to be available later this year. The broader rollout of Copilots and Virtual Agents is planned for general availability between November 2025 and January 2026. These advancements are expected to empower organizations to fully realize the potential of agentic AI, leading to more efficient, consistent, and personalized customer experiences across all departments and communication channels.
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This move solidifies Genesys’s position in the rapidly expanding market for agentic AI, emphasizing the company’s vision for a future where human and artificial intelligence work hand-in-hand to deliver superior customer service.
