Genesys®, a global leader in AI-Powered Experience Orchestration, has unveiled the industry’s first agentic virtual agent powered by Large Action Models (LAMs) designed for enterprise customer experience (CX). The new Genesys Cloud™ Agentic Virtual Agent represents a major leap forward in autonomous customer service, capable of understanding customer intent, determining the optimal sequence of actions, and executing complex tasks across both front- and back-office systems and teams—without human intervention. Unlike traditional virtual agents that respond to predefined queries or guide users through scripted workflows, this new agent operates with true autonomy. It can analyze customer goals, reason through multi-step processes, and take action across integrated platforms such as CRM systems, billing software, inventory databases, and internal teams. This enables end-to-end resolution of customer requests, from initial inquiry to final outcome, significantly reducing resolution times and improving satisfaction. The agent leverages Genesys’ advanced AI capabilities, including natural language understanding, real-time decisioning, and seamless system integration. By combining LAMs with the company’s experience orchestration platform, Genesys delivers a solution that not only responds to customer needs but actively works to fulfill them—such as processing returns, scheduling appointments, or resolving service outages—all in a single, continuous conversation. This innovation marks a shift from reactive customer service models to proactive, intelligent automation. Enterprises can now scale personalized, efficient support at enterprise levels while freeing human agents to focus on more complex, high-value interactions. Genesys Cloud™ Agentic Virtual Agent is available to customers through the Genesys Cloud platform and is designed to integrate smoothly with existing workflows and technologies. The company emphasizes that the solution maintains strict data privacy and governance standards, ensuring compliance and trust in enterprise environments. With this launch, Genesys is setting a new benchmark for AI-driven customer experience, positioning itself at the forefront of the next generation of intelligent automation in customer service.