Genesys unveils AI tools to orchestrate customer journeys
Thu, 3rd Sep 2026 (Today)
Genesys has introduced a set of new artificial intelligence tools for its Genesys Cloud customer experience platform, aimed at coordinating customer interactions across AI systems, staff and enterprise software.
The new products are Genesys Cloud Navigator, Genesys Cloud Orchestrator, Contextual Intelligence and the AI Control Plane. They are designed to work together so businesses can identify customer intent, retain context across interactions and manage actions through to resolution within defined controls.
Genesys also outlined updates to its Agentic Virtual Agent product, including use of the Scaled Cognition APT-2 large action model, spec-driven development, new voice features, broader integrations and wider connectivity to enterprise systems.
The virtual agent now links to more than 500 enterprise integrations and can access more than 25,000 MCP-compatible tools. The goal is to help companies connect specialised AI agents and business systems to handle more complex customer requests.
How it works
Navigator is positioned as the first layer in the process. It replaces static menus and rigid routing with conversational understanding that uses interaction history, signals and enterprise context to determine what a customer is trying to do before directing them to an AI agent, workflow or employee.
Orchestrator manages the next stage by planning the route to an outcome and adjusting decisions as the journey develops. It maintains the state of the journey and uses context, policy and guardrails to decide the next step as work moves between AI tools, staff and back-end systems.
Contextual Intelligence is intended to create what Genesys describes as persistent enterprise memory by linking live interaction signals with customer identity, past activity, business events and journey context. The AI Control Plane sits above those layers to provide governance, discovery, identity management, policy and observability.
Together, the products reflect a broader push in the customer service software market to move from individual bots or assistants toward systems that manage the full customer journey. Rather than automating a single task, suppliers are trying to build software that preserves context across channels and handoffs while staying within company rules.
Mike Szilagyi, Senior Vice President and Head of Product at Genesys, set out that position in a company statement.
"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," said Mike Szilagyi, Senior Vice President and Head of Product at Genesys.
He added: "With Genesys Cloud, organisations can turn AI from a collection of tools into an intelligent system that delivers better customer results at enterprise scale."
Market shift
Analysts have increasingly pointed to orchestration and governance as central issues for companies adopting AI in customer service. As more organisations add separate AI tools for chat, voice, workflow and analytics, the challenge has shifted to connecting those tools without losing visibility or control.
Hayley Sutherland, Research Manager, Conversational AI at IDC, said the latest move by Genesys points to that shift.
"Autonomous AI is finally pushing customer service beyond individual interactions and isolated use cases," said Hayley Sutherland, Research Manager, Conversational AI at IDC.
She added: "As AI takes on more decisions and actions, enterprises increasingly need to manage the customer journey as a connected system instead of a collection of channels, workflows and agents. Through this suite of capabilities, Genesys is taking an integrated approach to this shift, bringing together context, orchestration and governance across the customer journey."
Genesys also used a banking example to illustrate how the products could be applied. In that scenario, Navigator would identify a customer reporting an unrecognised charge, Contextual Intelligence would pull in customer history and identity data, and Orchestrator would manage authentication, transaction review and next steps under the controls of the AI Control Plane.
Contextual Intelligence and the AI Control Plane are available now. Navigator and Orchestrator are due in later release windows tied to the company's fiscal calendar.
Customer base
More than 7,500 organisations are already using Genesys AI products, according to the company, which cited several customer case studies alongside the launch. Virgin Atlantic, Charles Sturt University and Trademark Global were named as users of its software for customer engagement and support operations.
Among the figures disclosed, Virgin Atlantic recorded USD $28 million in three-year value from its AI tools and a 25-point year-on-year increase in customer satisfaction. Charles Sturt University increased first-contact resolution by 29% and reduced chatbot escalations from nearly 58% to under 20%, while Trademark Global increased service level agreement achievement by 30% during seasonal peaks and cut technology total cost of ownership by 65%.
The launch also includes deeper collaborations with Adobe, AWS, Deepgram, ElevenLabs, Meta, Salesforce, ServiceNow and Sierra AI as Genesys seeks to expand the number of AI agents, enterprise applications and workflow tools that can be brought into a single customer journey.