India, June 20 -- As enterprises move from AI experimentation to outcome-driven deployments, customer experience is becoming a test bed for a new generation of intelligent systems. Genesys believes the next phase will be defined not by chatbots, but by agentic AI capable of understanding intent, making decisions, and orchestrating customer journeys in real time.

Artificial intelligence has already changed how enterprises engage with customers. But for many organisations, the first wave of adoption focused largely on automating interactions through chatbots, virtual assistants, and self-service tools.

The next chapter appears more promising. Enterprises are now looking beyond task automation towards systems that can anticipate needs, coo...