Genesys unveils industry’s first agentic virtual agent built on large action models

Genesys has announced what it calls the industry’s first agentic virtual agent powered by large action models (LAMs), signalling a shift in enterprise customer experience (CX) from conversational automation to autonomous, outcome-driven execution.

Unveiled in Bengaluru, the new Genesys Cloud Agentic Virtual Agent is designed to move beyond scripted self-service by understanding customer intent, deciding next steps and executing complex actions across front- and back-office systems without human intervention. The company positions the launch as a response to persistently low self-service success rates, despite rising enterprise investment in automation.

According to Gartner, the average self-service success rate currently stands at just 22%, with nearly half of enterprise leaders ranking improvement in self-service outcomes among their top three priorities for 2026. Genesys argues that while large language model (LLM)-based bots have improved conversational quality, they struggle when asked to complete multi-step workflows or adapt to ...