Tony Bates Leads Genesys Into the Age of Agentic AI with Cloud AI Studio

Genesys Leads Customer Support into the Future with Agentic AI

When Tony Bates took the helm as chairman and CEO of Genesys in 2019, the company was already a global leader in contact center software. But Bates set out to push Genesys beyond its stronghold, preparing it for the next phase of enterprise technology.

With a track record of transforming companies like Skype and steering Cisco’s $20 billion enterprise business, Bates knows how to guide organizations through major technological shifts. Now, his focus is on agentic AI—an emerging wave that promises to change how businesses manage customer interactions.

Introducing Genesys Cloud AI Studio

Genesys recently launched Genesys Cloud AI Studio, a platform that helps businesses build, manage, and scale AI-powered customer experiences. The platform’s first feature, AI Guides, enables customer support teams to create autonomous AI agents without coding.

These AI agents can handle tasks across departments, trigger workflows, and operate within business rules, reducing manual effort and streamlining customer service processes.

What This Means for Customer Support Professionals

• AI Guides can automate routine tasks, freeing agents to focus on complex customer needs.
• Cross-departmental AI agents improve efficiency by connecting workflows beyond traditional support boundaries.
• No coding skills are required, making AI accessible to a wider range of support teams.

For customer support professionals seeking to stay ahead, understanding and leveraging tools like Genesys Cloud AI Studio can boost performance and responsiveness. Exploring AI training courses can also help sharpen skills for this evolving role. Check out relevant AI courses at Complete AI Training.

Stay Updated

If you’re looking to explore innovative technologies and keep your support skills current, watch for further updates from Genesys and similar platforms pioneering AI in customer experience.

Note: The extended deadline for Fast Company’s Next Big Things in Tech Awards is this Friday, June 27, at 11:59 p.m. PT. Apply today to showcase innovations in tech.