Genesys Pushes Virtual Agents Beyond Chat With MCP and A2A
Genesys is expanding its Agentic Virtual Agent as enterprises look to move customer-facing AI beyond answering questions and toward completing work across business systems.
Announced at Xperience 2026 in Las Vegas, the latest Genesys Cloud enhancements add improved AI reasoning, voice capabilities, development tools and deeper connections with enterprise applications and other AI agents.
The direction reflects a broader change in customer-service automation. Traditional chatbots typically work within predefined conversational flows. Agentic systems are being designed to understand intent, determine what needs to happen next and take action across business applications, while operating within controls set by the enterprise.
Genesys said organizations including Global Payments, MTN South Africa, Utility Warehouse, UOL and Charles Sturt University are adopting its Agentic Virtual Agent.
According to the company, some deployments have generated multimillion-dollar annualized savings, while customers have reported Net Promoter Score improvements of more than 70 points. Genesys did not provide details...
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