Genesys partners with Scaled Cognition to advance reliable agentic AI
CALIFORNIA and MASSACHUSETTS, UNITED STATES — Genesys, a global provider of AI-powered customer experience (CX) orchestration, has formed a strategic partnership and invested in AI lab Scaled Cognition to advance reliable agentic AI.
In its press release, Genesys says the partnership aims to combine Scaled Cognition’s advanced large-scale action models with the Genesys Cloud platform, enabling businesses to use more accurate and reliable virtual agents for complex customer interactions.
“Trust, reliability, and performance are essential for organizations to embrace agentic AI,” said Olivier Jouve, Chief Product Officer (CPO) at Genesys.
Genesys expands reliable agentic AI
Genesys empowers over 8,000 organizations globally with its AI-Powered Experience Orchestration platform, Genesys Cloud, which integrates people, systems, and AI to drive customer loyalty and operational efficiency.
This extensive enterprise footprint provides the ideal foundation for deploying the next generation of agentic AI, which is now being advanced through its new partnership.
Genesys ranked #27 in OA500 2024, an objective index of the world’s 500 top outsourcing companies.
Scaled Cognition brings a specialized focus as the world’s only model lab dedicated exclusively to building large action models (LAMs) for reliable, enterprise-grade customer experience applications.
Its flagship Agentic Pretrained Transformer (APT) technology is engineered to eliminate hallucinations and enforce policy alignment, making it a strategic fit for integrating with the Genesys Cloud platform.
Enhancing trust and compliance in virtual agents
Genesys will integrate Scaled Cognition’s Agentic Pretrained Transformer (APT-1), a large-action model designed specifically for CX workflows, into its Genesys Cloud platform.
This model utilizes novel technology that moves beyond traditional large language models (LLMs) with a stated ability to eliminate hallucinations and maintain strict alignment with enterprise policies.
The primary business outcome is to equip organizations with the tools to create high-performing virtual agents that can execute complex tasks dependably and meet compliance requirements.
This technological combination is designed to translate sophisticated business actions into deterministic behaviors, ensuring customer outcomes are predictable, transparent, and consistent with brand standards.
“Our partnership with Scaled Cognition reinforces our commitment to leading the industry into the agentic era with systems that drive customer loyalty and increase operating efficiency,” Jouve noted.
“Together, we’re helping organizations harness agentic AI to orchestrate customer experiences with the responsibility, governance, and scale they need to succeed.”
This focus on determinism and policy alignment is presented as the foundation for building the trust necessary for widespread agentic AI implementation.
Orchestrating the next CX evolution
The second core idea positions this collaboration as a strategic evolution of customer experience orchestration, moving from AI assistance to fully agentic systems.
“Our partnership with Genesys marks an important evolution in customer experience, one of the most rapidly advancing and exciting areas of AI innovation,” said Dan Roth, Chief Executive Officer (CEO) of Scaled Cognition.
The partnership builds upon the existing foundation of the Genesys Cloud platform, including its recently introduced AI Studio and AI Guides for deploying semi-autonomous agents.
Scaled Cognition brings a complementary, specialized focus on an “agentic paradigm” engineered for decision-making and action-taking, rather than text prediction alone.
Together, the companies aim to deepen the dependability of virtual agents, enabling them to collaborate effectively across AI and human teams. As Roth notes, “Our shared mission is to deliver trusted, transformative experiences that safeguard brand equity and help organizations worldwide realize the full potential of agentic AI.”
This represents a significant step beyond current AI capabilities, focusing on creating autonomous systems that can orchestrate entire customer experiences with responsibility and scale.
