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Genesys Cloud Agentic Virtual Agent
genesys.com
What it is
Genesys Cloud Agentic Virtual Agent is a paid virtual-agent offering designed to resolve complex customer tasks across journeys while keeping context across channels. Its agents use large action models to plan and execute multi-step workflows with approved tools and guardrails. They can be configured in Genesys Cloud AI Studio to combine voice and digital interactions with actions in back-office systems.
Genesys describes no-code design, unified context and cross-channel orchestration. When an agent encounters missing data, an off-script situation or changing context, it can re-plan and choose another action. Genesys says autonomous actions are planned, validated and logged, with explainable decisions and auditable outcomes; agents can hand off context to humans and escalate when needed. Supported channels include voice, email, web chat, SMS, WhatsApp, Facebook Messenger, Instagram, X direct messages, Apple Messages for Business and open messaging. Virtual agents are listed in all four Genesys Cloud CX editions. Listed annual-billing prices are $75.00, $115.00, $155.00 and $240 a month for CX 1 through CX 4 respectively. Certain features require AI Experience tokens, and usage-based pricing may apply.
Spec sheet
- What it does
- Agentic Virtual Agents reason, act and adapt through customer journeys to resolve complex tasks end to end while maintaining context across channels.Read 30 Sep 2026 · genesys.com
- Integrations
- Genesys says its AppFoundry Marketplace offers more than 600 apps and integrations, including CRM and unified communications integrations.Read 30 Sep 2026 · genesys.com
- Support
- Genesys’s site links to a customer support portal for submitting and tracking support tickets.Read 30 Sep 2026 · genesys.com
- Headquarters
- Menlo Park, California, United StatesRead 28 Sep 2026 · genesys.com
- Founded
- 1990Read 28 Sep 2026 · genesys.com
- Action models
- The agents use large action models to plan actions deterministically and execute multi-step workflows with approved tools and guardrails.Read 30 Sep 2026 · genesys.com
- Adaptive decisions
- The agents can re-plan and choose next best actions when they encounter off-script situations, missing data or changing context.Read 30 Sep 2026 · genesys.com
- APIs
- Genesys states that Genesys Cloud offers more than 3,000 public APIs for developers.Read 30 Sep 2026 · genesys.com
- Configuration
- Agentic Virtual Agents are configurable in Genesys Cloud AI Studio and combine voice and digital interactions with actions across back-office systems.Read 30 Sep 2026 · genesys.com
- Governance and audit
- Genesys says autonomous actions are planned, validated and logged, with explainable decisions and auditable outcomes.Read 30 Sep 2026 · genesys.com
- Human escalation
- The agents can hand off contextually to humans and escalate when necessary.Read 30 Sep 2026 · genesys.com
- No-code design
- Genesys describes no-code design tools, unified context and cross-channel orchestration for scaling automation across digital and voice.Read 30 Sep 2026 · genesys.com
- Plan requirement
- Virtual agents are listed in all four Genesys Cloud CX editions, and the pricing page says AI Experience tokens are required for certain features.Read 30 Sep 2026 · genesys.com
- Security and privacy
- Genesys describes security practices across its technology, people and processes, privacy by design, and a global compliance portfolio for Genesys Cloud.Read 30 Sep 2026 · genesys.com
- Token allowance
- The pricing page lists 250 named or 350 concurrent AI Experience tokens per organization per month as included, and says usage-based pricing may apply.Read 30 Sep 2026 · genesys.com
Plans and prices
Genesys Cloud CX 1 $75 a month billed annually Voice channel · Virtual agents · Native voicebot Read 23 Sep 2026 · genesys.com
Genesys Cloud CX 2 $115 a month billed annually Digital and voice channels · Virtual agents · Native bots Read 23 Sep 2026 · genesys.com
Genesys Cloud CX 3 $155 a month billed annually Digital and voice channels · Virtual agents · Workforce management Read 23 Sep 2026 · genesys.com
Genesys Cloud CX 4 $240 a month billed annually 30 AI Experience tokens per named agent Read 23 Sep 2026 · genesys.com
Genesys Cloud CX 1 $75 a year $75 USD per user/month billed annually Virtual agents included; AI Experience tokens required for certain features; usage-based pricing may apply Read 30 Sep 2026 · genesys.com
Genesys Cloud CX 2 $115 a year $115 USD per user/month billed annually Virtual agents included; AI Experience tokens required for certain features; usage-based pricing may apply Read 30 Sep 2026 · genesys.com
Genesys Cloud CX 3 $155 a year $155 USD per user/month billed annually Virtual agents included; AI Experience tokens required for certain features; usage-based pricing may apply Read 30 Sep 2026 · genesys.com
Genesys Cloud CX 4 $240 a year $240 USD per user/month billed annually Virtual agents included; 30 AI Experience tokens per named agent; usage-based pricing may apply Read 30 Sep 2026 · genesys.com
Strong points and limits
Strong points
- Plans and executes multi-step workflows with guardrails.
- Can adapt actions when context changes.
- Supports voice, messaging and digital channels.
- Can hand off context to a human.
- Actions are described as logged and auditable.
Limits
- No free plan is listed.
- Certain features require AI Experience tokens.
- Usage-based pricing may apply.
Who it suits
It suits organizations seeking automated customer workflows across voice and digital channels, with human escalation when needed. Teams should account for AI Experience token requirements and possible usage-based pricing.
Verdict
The offering combines cross-channel virtual agents, workflow actions and human escalation. Review token requirements and usage-based charges alongside the listed annual-billing plan prices.
Where Specifiction places it
- AI Customer Service Agents#24 of 567.7
- AI Voice Agents#18 of 327.8
- Support Bots#12 of 207.6
