Genesys Unveils New AI Orchestration Capabilities, Advances Its Agentic Virtual Agent

Genesys has announced four new, interconnected capabilities to orchestrate customer service experiences from the first engagement through to a resolution.

These four capabilities are: Genesys Cloud Navigator, Orchestrator, Contextual Intelligence, and AI Control Plane. 

Together, they form an “integrated agentic foundation” that:

• Understands customer context and intent
• Maps a personalized resolution path
• Coordinates and adapts actions along that path, crossing AI agents, human reps, and systems
• Ensures governance and oversight of how AI operates and how customer contacts are solved 

Mike Szilagyi, SVP and Head of Product at Genesys, shared the news as his company’s Xperience 2026 event kicked off in Las Vegas.

“The future of CX is AI that understands intent, preserves memory across resources, and moves the interaction forward until the customer’s problem is solved.”

Mike Szilagyi

SVP and Head of Product at Genesys

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

At Xperience 2026, Genesys made several other major announcements, as explored after a deeper look at the four new AI orchestration capabilities. 

How Do the Four New AI Orchestration Solutions Work?

As Szilagyi teased, the four new AI orchestration solutions work within one intelligent, interconnected system.

However, here’s a quick look at how they function independently, before a summary of how they work together to transform customer service experiences.

1. Genesys Cloud Navigator (Generally Available Before January 2027)

Described as an “AI-native front door”, the Genesys Cloud Navigator takes context from the customer’s stated intent, real-time behavior signals, and history to first understand what they want to accomplish. 

Then, it considers the best place for the journey to start, whether that’s with an AI agent, workflow, or a human employee.

2. Genesys Cloud Orchestrator (Generally Available Before April 2027)

Once Navigator has understood the goal, Orchestrator figures out the steps needed to reach it and continuously adapts what should happen next.

Critically, it doesn’t apply a generic resolution plan for every customer intent. 

Instead, Orchestrator considers customer context while shifting work between AI agents, human employees, and business systems.

3. Contextual Intelligence (Generally Available Now)

Contextual Intelligence is the memory layer. 

First, it helps guide Orchestrator in determining its steps by bringing forward relevant context into the customer’s identity, history, and previous interactions.

It then holds onto this context while picking up real-time customer journey signals to inform continuous changes to the resolution journey. 

Ultimately, this enriches the AI’s understanding of the customer as the conversation progresses. 

4. The AI Control Plane (Generally Available Now)

Genesys describes this solution as “the operating layer for enterprise AI.”  

In short, it provides oversight of how AI operates throughout an interaction, ensuring every action stays within predefined guardrails.

How These Innovations Work Within One Intelligent System

Put simply, Navigator understands where the customer needs to go, Orchestrator figures out how to get there, Contextual Intelligence ensures it has the right information, and the AI Control Plane makes sure the whole journey is governed and controlled.

Genesys shared an example from the banking sector to bring this to life. 

First, the Navigator understood a common customer intent:  “I don't recognize this charge.”

Contextual Intelligence then brought in the relevant customer identity, account history, and previous interactions.

After, the Orchestrator determined the right sequence of actions - i.e., authenticate the customer, investigate the transaction, apply bank policies, and decide what happens next. It then moved the resolution flow between AI agents, employees, and banking systems as needed.

Finally, the AI Control Plane ensured the AI and automated actions followed the bank's policies and remained observable and governed.

The Hot-Take: A Step Toward Scaling Autonomous Experiences

Until now, CX orchestration has largely focused on taking insights from historical customer conversations - and how human agents typically solve them - to guide future conversations. 

Yet, the typical solution isn’t always the best solution for specific customers.

Recognizing this, Genesys isn’t just aligning one intent with a solution; it’s considering additional customer context to adapt and personalize that resolution journey.

It’s then taking real-time context to continuously rethink its understanding of the customer and the next-best steps, while working within defined business boundaries.

Ultimately, that adds depth to its orchestration strategy, as it’s thinking beyond individual agents, channels, and workflows, instead developing one interconnected system.

With such a system, Genesys believes it can increase the percentage of interactions AI resolves, contact center efficiency, and customer satisfaction.

Elsewhere at Genesys Xperience 2026… A “More Capable” Agentic Virtual Agent

Alongside its new foundation for agentic orchestration, Genesys debuted a “more capable” version of its Genesys Cloud Agentic Virtual Agent, which launched in March 2026.  

The vendor has enhanced the solution in four key ways, as explored below. 

1. Improved AI Models

Uniquely, Genesys’s Agentic Virtual Agent uses large action models (LAMs) in place of large language models (LLMs) alone. These are purpose-built to predict actions, not words, and - according to the vendor - execute tasks faster and more accurately.

Now, Genesys has teamed up with Scaled Cognition - a company that purpose-builds AI models for customer experience use cases - to leverage its latest Scaled Cognition APT-2 LAM model on the back-end of the solution. 

Per Genesys, this partnership will better support rich agent specifications, long-tail workflows, and performance across languages, while aiding the Agentic Virtual Agent’s reasoning capacity. 

2. New Voice Capabilities 

Genesys has made three enhancements to its Agentic Virtual Agent that aim to make voice conversations more natural, responsive, and context-aware. 

First, it added End-of-Turn Detection, helping the agent recognize when customers have finished speaking, reducing interruptions and dead air.

Second comes Contextual Tuning, which automatically adapts language, tone, and speaking style to align with interaction context and brand guidelines.

Finally, new integrations with ElevenLabs and Deepgram support expressive voice generation and an alternative model for real-time speech recognition, respectively.

3. Expanded Enterprise Connectivity 

In June 2026, Genesys acquired Pinkfish, which supports 500 integrations and 25,000 MCP tools, connecting AI agents across enterprise systems - including CRM, ERP, billing solutions, and so forth. 

Now, these integrations and MCP tools will bolster the Agentic Virtual Agent’s ability to access context from these enterprise applications and - crucially - collaborate with other AI agents to take actions across them.

4. New Testing and Optimization Tools

Genesys allows teams to turn process documentation, standard operating procedures (SOPs) and interaction transcripts into deployable Agentic Virtual Agent configurations.

Now, new AI-assisted authoring can analyze those configurations, identify improvement opportunities, and recommend changes to enhance outcomes. 

Meanwhile, new AI-powered testing tools, expanded reporting, and detailed auditability will help organizations further validate agents against specified outcomes before deployment.

New & Expanded Partnerships with Adobe, AWS, ServiceNow, & Others

As highlighted previously, Genesys announced new partnerships with Deepgram, ElevenLabs, and Scaled Cognition to bolster its Agentic Virtual Agent. 

Yet, it has also announced several new and expanded relationships with some of the biggest names in enterprise software, as explored below. 

Adobe

Genesys has announced a new bidirectional data integration that combines Adobe CX Enterprise digital experience events with Genesys Cloud interaction data to deliver deeper customer intelligence.

AWS

Genesys has confirmed customers now have greater access to AWS’s frontier AI infrastructure, foundation models, and cloud services, so they can innovate with new AI technologies while scaling more securely.

Salesforce & ServiceNow

Partnership expansions with Salesforce and ServiceNow focus on Agent2Agent (A2A) interoperability, with little additional information at this stage. 

That said, some joint Genesys and ServiceNow customers are in production with A2A deployments. For instance, one European organization has a ServiceNow AI agent handle a billing dispute while the Genesys Agentic Virtual Agent manages the interaction.

Expect similar customer stories as Genesys and its partners democratize such use cases.

Sierra 

Interestingly, Genesys is now partnering with Sierra, a rival in the conversational AI space, to allow the deployment of its agents into customer journeys, alongside the Agentic Virtual Agent. 

This highlights how Genesys doesn’t necessarily strive to own the AI-led interaction, but the overarching orchestration layer.

Alongside Sierra, Genesys is also partnering with ElevenLabs similarly.