Genesys Agentic Virtual Agent (AVA)
Genesys Agentic Virtual Agent (AVA) is a platform vertical AI agent from Genesys. A contact-centre agent from Genesys that works out what a customer wants, then carries out the steps across business systems. Nearfi's Agent Index rates its autonomy 4/5 (multi-step on its own): Genesys says it plans multi-step workflows and executes them across CRM, billing and service systems, escalating to a human when needed; administrators set guardrails, and no source describes per-action approval, so it is not rated 3. It handles individual requests rather than running continuously on its own initiative, so it is not 5. Status: live; 0 incident(s) logged.
By Genesys · launched 2026-02 · last checked 2026-11-06
Why 4: Genesys says it plans multi-step workflows and executes them across CRM, billing and service systems, escalating to a human when needed; administrators set guardrails, and no source describes per-action approval, so it is not rated 3. It handles individual requests rather than running continuously on its own initiative, so it is not 5.
What it does. Genesys announced it in February 2026 as an agent built on a large action model, Scaled Cognition's APT-1. It interprets the customer's goal, plans a multi-step workflow and executes tasks in CRM, billing and service platforms, with audit trails explaining each action. In September 2026 it gained access to APT-2 and new voice features from ElevenLabs and Deepgram.
Where it falls short. The claims are Genesys's own: NoJitter's September 2026 report contains no performance data, customer results or independent testing. Native voice enhancements, A2A interoperability and AI-assisted authoring were expected to be generally available between 1 November 2026 and 31 January 2027.
What it can do
Incidents
- None logged.
Closest fiction
Brazil — A system that handles your case, with a paper trail.
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History
- 2026-11-06 Added to the index.
Sources
- Genesys Cloud Agentic Virtual Agent unveiled DQ Channels, 2026-02-12
- Genesys launches agentic orchestration features No Jitter, 2026-09-02
← All agents in the index · Autonomy is rated on what the product does today, on a 1–5 scale. Every fact links to a source.