# Genesys Agentic Virtual Agent (AVA) (Genesys)

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.

Source: https://nearfi.co/agents/genesys-agentic-virtual-agent

- Category: Customer service · vertical · Platform
- 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.
- Limits: 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.