Genesys has partnered with Scaled Cognition and invested in their technology to enhance reliable agentic AI solutions in customer experience orchestration.

Target Company Overview

Genesys, a prominent global leader in AI-Powered Experience Orchestration, has recently formed a strategic partnership with Scaled Cognition, an innovative AI lab specializing in large action models (LAM) for customer experience (CX) and enterprise workflows. This alliance aims to enhance the delivery of reliable agentic AI solutions that meet the demands of modern customer experiences. As part of this collaboration, Genesys has made a substantial investment in Scaled Cognition to foster joint innovation and growth.

The partnership seeks to leverage Genesys Cloud™, a powerful platform known for its native AI capabilities, alongside Scaled Cognition’s cutting-edge LAMs. By integrating these technologies, the companies aim to empower enterprises to deploy autonomous agents that not only offer high reliability but are also capable of meeting compliance requirements and executing complex tasks with precision.

Industry Overview in the United States

The customer experience (CX) industry in the United States is undergoing a transformative phase, significantly driven by advancements in artificial intelligence. Companies are increasingly turning to AI solutions to automate customer