Genesys International Corp announced advancements to its Genesys Cloud Agentic Virtual Agent, introducing the Scaled Cognition APT-2 large action model, new voice innovations, and deeper enterprise connectivity to automate complex customer interactions.

The company stated that enterprise AI is shifting from isolated use cases to distributed networks of agents. Gartner predicts that by 2028, 80% of organizations will see AI agents consume the majority of their APIs, up from less than 20% in 2026.

Enhanced Intelligence and Voice Capabilities

Genesys is expanding the intelligence behind Agentic Virtual Agent through the Scaled Cognition APT-2 large action model. This model is designed to improve reasoning accuracy, factual grounding, and execution reliability. It supports richer agent specifications, longer workflows, faster response times, and improved multilingual performance.

New voice capabilities aim to enable more natural conversations. End-of-Turn Detection helps the agent understand when a customer has finished a thought, reducing awkward pauses. Contextual Tuning allows the agent to adapt its terminology, tone, and speaking style to reflect the organization’s brand and interaction context.

Integrations with ElevenLabs and Deepgram expand voice technology choices. ElevenLabs provides expressive, natural-sounding voices, while Deepgram offers real-time speech recognition built for conversational AI, helping the agent understand interruptions and changing intent.

Enterprise Connectivity and Development

Building on its acquisition of Pinkfish, Genesys is expanding Agentic Virtual Agent with more than 500 enterprise integrations and access to over 25,000 Model Context Protocol (MCP)-compatible tools. This enables secure access to CRM, ERP, IT service management, and other business applications to gather context and take action.

Agent2Agent (A2A) interoperability allows Agentic Virtual Agent to collaborate with specialized AI agents across platforms such as Salesforce and ServiceNow. This enables task delegation and coordination across multistep business processes, connecting customer conversations to the systems needed for resolution.

Development teams can use spec-driven development to describe desired customer experiences using existing materials like process documentation. AI helps translate these into deployable configurations. New AI-assisted authoring analyzes agent design to identify opportunities for improvement.

Customer Impact and Adoption

Organizations including Global Payments, MTN South Africa, Utility Warehouse, UOL, and Charles Sturt University are adopting Agentic Virtual Agent. Some customers report multimillion-dollar annualized savings and Net Promoter Score gains of more than 70 points.

Riachuelo, a major Brazilian fashion retailer, replaced its traditional chatbot with Genesys Agentic Virtual Agent. The move increased customer retention from 30% to 84%, improved CSAT by 60 points within the first year, and boosted productivity by more than 400% without adding staff.

Zeppelin Rental GmbH is using the solution to enhance digital customer experience, allowing customers to describe job site needs in natural language rather than searching product catalogs.

Timeline and Availability

More than 7,500 organizations worldwide, including ESPN, CarMax, HSBC, Nestlé, and Nationwide, rely on Genesys Cloud. Capabilities with AWS, Deepgram, Meta, Salesforce, ServiceNow, Sierra, and the Scaled Cognition APT-2 model are available today.

ElevenLabs integration is expected to be generally available by the third quarter of the Genesys fiscal year (Aug. 1–Oct. 31, 2026). Adobe integration is expected in the first quarter of the next fiscal year (Feb. 1–April 30, 2027). Additional capabilities, including native voice enhancements, A2A interoperability, and AI-assisted authoring, are expected to become generally available in the fourth quarter of the company’s fiscal year (Nov. 1, 2026–Jan. 31, 2027).

What the Numbers Show

The source data highlights a significant projected shift in API consumption patterns. The share of APIs consumed by AI agents is expected to quadruple from less than 20% in 2026 to 80% by 2028. This indicates a rapid acceleration in the adoption of autonomous AI agents across enterprises, supported by tangible operational improvements such as Riachuelo’s 400% productivity boost.

Genesys introduced new capabilities at Xperience to advance its cloud platform as an agentic orchestration system for customer experience. The launch includes Genesys Cloud Navigator, Orchestrator, Contextual Intelligence, and the AI Control Plane.

These innovations aim to coordinate customer needs from initial engagement through resolution by maintaining context across AI, human agents, and systems. The company stated that this integrated foundation allows businesses to operate with greater intelligence while reducing complexity for customers.

Product Capabilities

The new suite is designed to bring agentic orchestration to the customer journey through distinct layers:

• Genesys Cloud Navigator: Acts as the AI-native front door, using conversational understanding and history to determine if a customer should move to an AI agent, workflow, or human employee.
• Genesys Cloud Orchestrator: Coordinates decisioning as the journey progresses, maintaining state and reasoning over context to determine the next best step.
• Contextual Intelligence: Connects real-time signals with customer identity and history to create persistent enterprise memory.
• AI Control Plane: Provides governance and oversight for agentic orchestration, ensuring decisions remain within defined business boundaries.

Market Context

According to Gartner, agentic AI will autonomously resolve 80% of common customer service issues without human intervention by 2029, leading to a 30% reduction in operational costs. Mike Szilagyi, senior vice president and head of product at Genesys, noted that organizations can turn AI into an intelligent system that delivers better results at enterprise scale.

Customer Impact

Genesys cited several examples of existing AI innovations enabling value creation:

Hayley Sutherland, research manager at IDC, stated that enterprises increasingly need to manage the customer journey as a connected system rather than a collection of channels.

Availability Timeline

Genesys Cloud Contextual Intelligence and the AI Control Plane are available today. Genesys Cloud Navigator is expected to be generally available in the fourth quarter of the current fiscal year (Nov. 1, 2026-Jan. 31, 2027). Genesys Cloud Orchestrator is expected to be generally available in the first quarter of the next fiscal year (Feb. 1-April 30, 2027).