As businesses look to unlock new frontiers in customer engagement, Genesys has unveiled Genesys Cloud AI Studio and its first feature, AI Guides, a combination built to transform how brands deliver intelligent, personalised service at scale.
With 80% of business leaders citing trust, ethics, and explainability as the biggest barriers to adopting AI, the arrival of AI Studio could not be more timely. Genesys provides organisations with a centralised, no-code innovation hub designed to help them build, manage, and scale AI experiences that are smarter and safer. This will enable virtual agents to make real-time decisions within strict, configurable guardrails.
“Many organisations lack the infrastructure and governance framework for the responsible use of agentic AI with their customers today. We’re focused on giving every business an accessible and safe path forward,” said Olivier Jouve, chief product officer at Genesys. “With AI Guides, Genesys is delivering the foundation for agentic orchestration with guardrails and trust embedded so our customers can accelerate innovation and position themselves to drive ROI and differentiation.”
What Does It Offer?
AI Guides is the first major feature of the new platform, and it moves customer service far beyond the world of basic chatbots and rigid scripts. These new virtual agents can interpret complex customer needs, trigger workflows across departments, and even collaborate with human employees, all while staying within the policy and tone boundaries defined by the business.
Unlike traditional AI solutions that require coding knowledge and manual fine-tuning, AI Guides are designed for business users. Teams can build experiences using natural language inputs or existing documentation, deploy them across channels, and refine them using real-time performance insights. This “build once, deploy anywhere” model dramatically reduces duplicate effort and accelerates time-to-value.
Additionally, to ensure safe, responsible deployment, AI Guides includes built-in guardrails that support policy compliance, tone matching, and accuracy. These are essential for industries like finance, healthcare, and telecommunications, where a misstep could erode trust or violate regulations.
Powering all of this is a flexible, model-agnostic architecture that lets organisations use Genesys’s native AI or bring in third-party models through platforms like Amazon Bedrock. Continuous A/B testing and model evolution ensure agents are always learning and improving.
Understanding Customer Intent
The Genesys Cloud platform also brings powerful context through its Event Data Platform, which converts raw interaction data into actionable signals like customer intent and behaviour. This fuels predictive and generative capabilities that make customer interactions not just automated, but truly intelligent.
With AI Studio and AI Guides, Genesys delivers on the promise of Level 4 Experience Orchestration, a world where customer engagement becomes semi-autonomous, personalised, and entirely governed by the business. And with features like Custom Conversation Summaries on the way, organisations will soon have even greater control over the way AI represents their brand.