About agentic virtual agents

AI-generated summary

Genesys Cloud AI Guides enables business users to create AI-driven Virtual Agents through AI Studio, allowing natural language conversations with customers. The system features agentic virtual agents that can reason between actions and knowledge while executing structured logic through Architect flows. Key capabilities include creating agents using AI prompts and variables, setting up tools and knowledge fabric configurations, defining roles and guidelines, and establishing guardrails. The platform provides comprehensive monitoring through Flow Insights, Optimization dashboard metrics, and replay mode for troubleshooting. Virtual Agents can be customized with start/exit behaviors, connected to knowledge bases, and managed through AI Studio. The system integrates with Architect Virtual Agent flows for deployment and supports performance tracking through bot metrics and flow execution analysis.

Feature coming soon: Agentic virtual agents

Genesys Cloud Agentic Virtual Agents enable business teams to create fully agentic and conversational virtual agents that are action-oriented and capable of reasoning between actions and knowledge. Organizations can deploy their Virtual Agent enabled flows in Architect, blending structured logic and agentic AI in a safe, scalable way.

Learn about agentic virtual agents

Familiarize yourself with the process. Learn the prerequisites and how to set up agentic virtual agents.

Create agentic virtual agents

Learn how to create and publish agentic virtual agents in AI Studio.

Connect agentic virtual agents to Architect Virtual Agent flows

Set up your Virtual Agent flows in Architect to invoke an agentic virtual agent.

Monitor and measure agentic virtual agents

Understand the different reports that are available for you to gain insights into the performance of your agentic virtual agents.

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About agentic virtual agents View summary