About agentic virtual agents

AI-generated summary

Genesys Cloud AI Guides enables the creation of AI-driven virtual agents through AI Studio that conduct natural language customer conversations with agentic reasoning capabilities. The platform allows users to build action-oriented agents by defining roles, guidelines, guardrails, and tools while integrating with knowledge bases and structured Architect flows. Virtual agents can be customized with specific start and exit behaviors, and their deployment occurs through Architect Virtual Agent flows, enabling a blend of structured logic and agentic AI in a scalable manner. The system provides comprehensive monitoring through Flow Insights, Optimization dashboard metrics, and replay mode for performance analysis and troubleshooting. Implementation requires specific AI Studio permissions and operates on a tokens-based pricing model. Key capabilities include agent creation and publishing, tool configuration, knowledge fabric integration, and detailed bot metrics tracking for measuring virtual agent performance.

Agentic virtual agents enable business teams to create fully agentic and conversational virtual agents that are action-oriented and capable of reasoning between actions and knowledge. Organizations can deploy their virtual agent enabled flows in Architect, blending structured logic and agentic AI in a safe, scalable way.

Learn about agentic virtual agents

Familiarize yourself with the process. Learn the prerequisites and how to set up agentic virtual agents.

Create agentic virtual agents

Learn how to create and publish agentic virtual agents in AI Studio.

Connect agentic virtual agents to Architect Virtual Agent flows

Set up your Virtual Agent flows in Architect to invoke an agentic virtual agent.

Monitor and measure agentic virtual agents

Understand the different reports that are available for you to gain insights into the performance of your agentic virtual agents.

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