Autonomous AI is moving from experimentation to enterprise deployment as customer experience leaders look to improve self service outcomes. Genesys has unveiled what it describes as the industry first agentic virtual agent built with large action models for enterprise CX, introducing a new approach to end to end customer request resolution.
The new Genesys Cloud Agentic Virtual Agent is powered by large action models rather than traditional large language models. While language models have improved conversational quality, they were not designed to execute complex, multistep workflows across enterprise systems. Genesys says this limitation has contributed to inconsistent outputs and breakdowns as interactions become more complex.
According to a Gartner report cited by the company, the average self service success rate is just twenty two percent, and nearly half of leaders surveyed identified improving self service as a top three priority for 2026. The Genesys Cloud Agentic Virtual Agent is designed to address that gap by understanding customer goals, determining next steps, and autonomously executing actions across CRM, billing, and service systems.
By pairing large action models with enterprise grade orchestration and governance, Genesys aims to shift customer engagement from reactive self service to outcome driven automation. The virtual agent serves as a central orchestration layer, progressing workflows across front and back office systems while adapting to changing conditions. Built in guardrails and unified data models help ensure actions remain explainable, policy aligned, and predictable.
The capability is strengthened by a recent partnership between Genesys and Scaled Cognition. The platform incorporates Scaled Cognition APT 1 large action model, purpose built for deterministic and action grounded execution. Several organizations, including M and T Bank, Banco Pichincha, a Fortune 500 healthcare company, and a Fortune 50 North American retailer, are already exploring the technology.
“Autonomy in customer experience only works when it’s built on trust, transparency and control,” said Olivier Jouve, chief product officer at Genesys. “With our LAM-powered Agentic Virtual Agent, we’re enabling AI to reason, plan and safely take action across systems. This gives organizations a responsible way to move beyond conversations and deliver consistent outcomes customers can rely on.”
Through Genesys Cloud AI Studio, enterprises can design and govern these virtual agents by defining permissions, guardrails, and behaviors aligned with internal policies. The company plans to extend support to open standards such as Agent to Agent and Model Context Protocol, enabling secure collaboration between AI agents and enterprise systems.
Industry analysts view this evolution as necessary for scaling effective self service. Hayley Sutherland, research manager for conversational AI at IDC, noted that resolving complex requests requires AI that can plan and execute multistep actions while remaining auditable and predictable.
“At DNB, delivering seamless, trustworthy customer experiences at scale is a strategic priority,” said Trond Prestø, head of customer care at DNB. “We see agentic AI as an important next step in self-service by allowing us to resolve customer needs at scale. The way Genesys Cloud approaches autonomous virtual agents, with built-in controls and governance, aligns with how we think about responsibly modernizing services while improving efficiency and consistency.”
“In the enterprise, 80% accurate is 100% useless for automation,” said Dan Roth, co-founder and CEO of Scaled Cognition. “LLMs are mainly designed to generate text, not execute tasks—and in the real world, that gap leads to hallucinations and policy drift. The foundation of trustworthy automation is super-reliability, not super-intelligence. By combining our Large Action Models with the governance of Genesys Cloud, we will deliver a more reliable AI stack for enterprises around the world.”
Genesys Cloud Agentic Virtual Agent powered by large action models is expected to be generally available globally in the first quarter of the company fiscal year 2027. As enterprises seek to move beyond scripted bots, the introduction of LAM powered automation signals a broader shift toward autonomous, governed, and outcome focused customer experience at scale.
Recommended Marketing News:
- AirOps Launches Native Claude Integration for AI Search Workflows
- mrge Report Signals Major Shift in Commerce Advertising for 2026
- Stensul 2026 MarTech Outlook Signals AI as a Core Growth Driver
For media inquiries, you can write to our MarTech Newsroom at info@intentamplify.com
