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CX and contact center vendor Genesys introduced several agentic orchestration capabilities on Wednesday: Cloud Navigator, Cloud Orchestrator, Contextual Intelligence (CI) and The AI Control Plane (AICP). Additionally, Genesys updated its Agentic Virtual Agent (AVA) with access to the latest Scaled Cognition APT-2 large action modeland new native voice capabilities from ElevenLabs and Deepgram.
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Navigator, Orchestrator, CI and AICP are all designed to work together to help Genesys Cloud AI agents autonomously resolve customer issues. Navigator gathers customer intent and matches that to available resources while CI merges a real-time interaction with existing customer data to develop context. Orchestrator develops an iterative plan that respects policies and guardrails to resolve customers’ issues and maintains that immediate context across the service journey. The AICP provides visibility into and governance over what the AI agents are doing.
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“As AI takes on more decisions and actions, enterprises increasingly need to manage the customer journey as a connected system instead of a collection of channels, workflows and agents,” said Hayley Sutherland, research manager, Conversational AI at IDC, in the announcement. “Through this suite of capabilities, Genesys is taking an integrated approach to this shift, bringing together context, orchestration and governance across the customer journey.”
Customer service implementations are a primary use case for those many organizations alreadyaboard the agentic AI train. Orchestration, observability and governance are necessary technical systems that, in essence, replicate the processes, workflows, etc., used for human agents. For example, human agents navigate systems to resolve issues while adhering to policy and may orchestrate handoffs to specialists. Supervisors provide a higher layer of observability and control. Agentic AI-powered systems need similar training, adherence, governance, etc., because they are akin to newly minted human agents, at best.
Although AI agents are unlikely to fully replace human agents anytime soon,Forrester forecasted a 13.5% declinein jobs for human agents over the next five years. In a July 2025 report Forrester said that key components for future uptake of AI agents were likely to include adoption ofMCP and the Agent2Agent protocol(A2A). Both MCP and A2A underpin Genesys’s efforts.
Genesys first announcedMCP and A2A supportin September 2025 and then expanded its MCP capabilities when itbought Pinkfish in June.
AVA debuted in February, as the result of apartnership with Scaled Cognitionthat was announced in October 2025 that provided Genesys with access to large action models. “A LAM doesn’t just predict the next word; it determines the correct next step, calls the appropriate API, applies business rules, or escalates to a human when required,” Glenn Nethercutt, Genesys CTO told No Jitter at the time.
Scaled Cognition raised $100 millionin a Series A funding round led by Khosla Ventures, in June.Genesys also participatedin thatfunding round.
Genesys Cloud CI and the AICP are available today. Navigator is expected to be generally available in the fourth quarter of the company’s current fiscal year (Nov. 1, 2026-Jan. 31, 2027); Orchestrator is expected to be generally available in the first quarter of the company’s next fiscal year (Feb. 1-April 30, 2027).
AVA’s access to the Scaled Cognition APT-2 model, as well as new development tools, are available now. Additional capabilities, including native voice enhancements and integrations, A2A interoperability and AI-assisted authoring, are expected to become generally available in the fourth quarter of the company’s fiscal year (Nov. 1, 2026-Jan. 31, 2027).
