Agentic AI is inarguably one of the hottest topics in the CX and contact center space right now. But most vendors are avoiding an obvious but uncomfortable conversation around the tech.
If an AI agent can take action, make decisions, and move a customer through a journey, who is accountable when it gets something wrong?
Genesys is trying to answer that question before the market forces its hand. In its latest Sustainability Report, the CCaaS vendor frames responsible AI as a core part of its experience orchestration strategy.
Indeed, in the report, Tony Bates, CEO of Genesys, says:
“We have transformed Genesys Cloud into an AI-powered platform with generative and agentic AI at its core."
The company’s report makes clear that Genesys sees trust, governance, and transparency as central to getting enterprises comfortable with putting agentic AI into customer-facing workflows.
Governance Moves from the Back Office to the Customer Journey
Genesys describes agentic AI as technology that brings “purpose, reasoning and autonomy” to customer interactions.
In practical terms, that means AI systems that can do more than summarize a call, suggest a knowledge article, or hand off a query; they can act.
Through Genesys Cloud, the company says organizations can reduce handoffs, maintain customer context across channels, anticipate next steps, and resolve issues “end-to-end in a single customer journey.”
Yet the more autonomous those systems become, the more difficult it is for businesses to treat AI governance as an afterthought.
Genesys has earned ISO/IEC 42001:2023 certification for the Genesys Cloud platform, covering the design, development, and deployment of AI technologies. It has also launched a Genesys Cloud Trust Center, which brings together information on security, privacy, compliance, and AI governance.
Behind the scenes, the vendor has established an AI Ethics Board, an AI Ethics Roundtable led by its Chief Privacy Officer, Mario Tavares-Moyron, and an AI risk-management approach aligned with ISO 31000 and the NIST AI Risk Management Framework.
The company also says customers can access AI product cards outlining intended use cases, data use, technical model information, and risk assessments.
Genesys is betting that these guardrails will matter far more as organizations move from AI copilots that support agents to autonomous systems that handle more of the customer journey themselves.
Genesys Cloud AI Gains Momentum
The governance push comes as Genesys scales its AI portfolio.
Around 20% of Genesys Cloud new business annual contract value came from Genesys Cloud AI during FY26, according to the report. Meanwhile, AI-powered conversations increased by more than 120% year-over-year, while Agent Copilot summaries rose more than threefold.
Genesys introduced AI Studio, AI Guides, and enhanced agentic AI capabilities during the year, with the aim of helping customers build, test, manage, and scale AI experiences.
The company has also partnered with Scaled Cognition to develop more reliable agentic AI for enterprise CX workflows.