Genesys has launched a new platform to facilitate the responsible use of agentic AI in customer engagement. Dubbed Genesys Cloud AI Studio, the platform acts as a centralised innovation hub designed for building, managing, and scaling AI, with tools embedded with guardrails to enable smarter, more personalised experiences.

The first release from Genesys Cloud AI Studio is Genesys Cloud AI Guides. This tool allows teams to design and govern autonomous AI agents without the need for coding. AI Guides aims to help organisations scale semi-autonomous customer experiences by providing governed instructions to guide the behaviour of AI agents.

The platform seeks to address significant barriers to AI adoption, such as explainability, ethics, bias, and trust. According to research from the IBM Institute for Business Value, these issues are cited by 80% of business leaders. AI Guides offers features such as a no-code interface, the ability to design experiences once and deploy them across various platforms, and built-in guardrails for safety and compliance.

Research manager for conversational AI at IDC, Hayley Sutherland, said: "Scalable oversight of AI is critically important as we move into agentic decision-making and operation at lightning speed. For enterprises to leverage agentic AI, they must evolve how they approach AI governance and adoption... Genesys is offering organisations a robust entry point for autonomous AI, and the tools to help ensure every AI-powered customer interaction is secure, ethical and aligned to their strategy and values."

The Genesys Cloud platform supports integration with proprietary, open-source, and leading frontier models, including those available through Amazon Bedrock. The launch is part of Genesys's strategy to advance towards Level 4 of Experience Orchestration, where customer engagement becomes semi-autonomous and governed by business-defined guardrails.

Chief product officer at Genesys, Olivier Jouve, said: "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... 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."

Availability for Genesys Cloud AI Studio capabilities, AI Guides, and Custom Conversation Summaries is expected in the second quarter of the company's fiscal year 2026, spanning from May 1 to July 31, 2025.