Genesys Launches Cloud AI Studio to Enable Responsible Agentic AI for Transformational CX
Genesys introduced Genesys Cloud AI Studio, a centralized platform enabling organizations to build, manage and scale intelligent virtual agents with built-in governance and guardrails. The platform’s inaugural feature, AI Guides, enables no-code creation of AI agents capable of executing complex, multistep customer journeys—ranging from simple transactions to enterprise-wide workflows—while maintaining brand-compliant tone and compliance. Genesys embeds ethical controls directly into development, offering configurable safety parameters around accuracy, policy alignment and AI behavior to address concerns around trust, bias and explainability.
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Designed to be model-agnostic, AI Studio supports continuous A/B testing and integration with proprietary, open-source, and Amazon Bedrock models. Underlying these innovations is the Genesys Event Data Platform, which structures conversational signals like intent and outcomes to fine-tune agent performance and orchestrate smarter CX. New Custom Conversation Summaries will further enable brands to tailor AI-generated dialogues to their unique style and compliance standards. With availability slated before the end of July 2025, Genesys Cloud AI Studio addresses the growing demand for semi-autonomous, governed AI in customer experience while offering a scalable path to operational deployment.
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