Before updating an agentic virtual agent to the latest model version, Genesys Cloud enables you to evaluate the new model and transition to it in a controlled manner. During the opt-in period, you can validate the new model’s behavior through testing before promoting it to production. This approach supports faster and safer adoption of model improvements while reducing the risk of production regressions.

Key benefits

• Improved language quality
• Better conversational performance
• Support for more languages

During the opt-in period

Whenever there is a new model available, a banner appears in the Agentic Virtual Agents view. 

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You can choose to use either the previous model or the newer model when you create a new agent. However, all published agents continue to use the previous model unless you opt in to test them using the newer model.

To test your existing agents with the latest model, you can do one of the following:

• Duplicate your agent: Create a duplicate of your agent to test the new model while keeping the original agent unchanged.
• Select the new model: Replace your agent’s current model with the latest model without making any other changes. It is recommended that you back up your agents using the export option before making any model changes.

Switch to the new model

1. Click Menu > Orchestration > AI Studio > Agentic Virtual Agents.
2. (Optional) To search for a specific agent, start typing the name of the agent in the search box. As you type, the matching agents are shown.
3. To open an agent, click the agent’s tile. The Agent profile view opens.
4. In the New model available for testing banner, click Test new model.
5. (Optional) Click Export to save a backup of the agent with its current settings.
6. Perform one of the following steps: 
   • Click Duplicate to create a copy of the current agent with a new name. Then, you can switch the model in the duplicated agent. This option lets you keep the original agent unchanged.
   • Click Continue to proceed and change the current agent’s model version. 
7. Click Save.
8. Click Publish to publish the agent with the new model. 
9. (Optional) To switch back to the previous model, select Previous model in the Agent profile view, and then save and publish the agent again.

For more information about testing your agents, see Preview an agentic virtual agent.

After the opt-in period

All existing agents automatically switch to the latest model. Any new agent that you create uses the latest model by default. 

The option to test both models is no longer available, and the following notification appears. You can dismiss the notification.

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