Genesys takes a deliberate path to autonomous CX with large action models

The gap between what enterprises want from AI-powered self-service and what they are actually getting remains significant. According to a Gartner report from November 2025, the average self-service success rate sits at just 22%, and 46% of customer experience (CX) leaders identify improving self-service as a top-three priority for 2026.

Genesys has framed its latest launch squarely around that gap, introducing what it calls the industry’s first agentic virtual agent built on large action models (LAMs). The company presents LAMs as a meaningful architectural break from earlier generations of conversational AI, rather than just an incremental upgrade.

The product, Genesys Cloud Agentic Virtual Agent, is built in partnership with Scaled Cognition, whose APT-1 LAM forms the execution engine. Genesys positions the launch as the moment AI moves from talking to doing — from understanding what a customer needs to actually resolving it across enterprise systems without human intervention.

What separates ...