10 hours ago
Genesys wants agentic AI to make customer service less robotic
When Tony Bates became chairman and CEO of Genesys in 2019, the company was already a global leader in contact center software. But Bates was determined to evolve its role in a rapidly changing tech landscape.
Throughout his career—from transforming Skype into a communications powerhouse to leading Cisco's $20 billion enterprise business—Bates has built a reputation for guiding companies through pivotal industry shifts.
Now, he is steering Genesys to the forefront of what may be the next defining wave of enterprise technology: agentic AI.
Today, Genesys launched Cloud AI Studio, a new platform designed to help businesses create, manage, and scale AI-powered customer experiences. Its first release, AI Guides, allows teams to build autonomous AI agents without writing a single line of code. These agents can operate across departments, execute tasks, and trigger workflows, all governed by clear business rules.
