New Delhi, Sept. 3 -- Genesys is expanding its Agentic Virtual Agent as enterprises look to move customer-facing AI beyond answering questions and toward completing work across business systems.

Announced at Xperience 2026 in Las Vegas, the latest Genesys Cloud enhancements add improved AI reasoning, voice capabilities, development tools and deeper connections with enterprise applications and other AI agents.

The direction reflects a broader change in customer-service automation. Traditional chatbots typically work within predefined conversational flows. Agentic systems are being designed to understand intent, determine what needs to happen next and take action across business applications, while operating within controls set by the ent...