INTELLIGENT TECHNOLOGY: AGENTIC AI

Olivier Jouve, Chief Product Officer at Genesys

The announcement reflects the company’ s commitment to enabling responsible, multilingual AI adoption worldwide.

This builds upon the existing Agentic AI capabilities of Genesys Cloud that empower AI agents to operate within trusted enterprise guardrails and accelerate readiness for responsible Agentic orchestration at scale.

Genesys Cloud AI Studio is a central innovation hub for building, managing and scaling AI with confidence. It provides organisations with intuitive, no-code tools embedded with guardrails to help design, deploy and govern intelligent virtual agents that can operate with greater autonomy and empathy across complex customer journeys.

As AI advances to act more independently and make non-deterministic decisions, strong governance is critical. In the Middle East, 84 % of organisations consider AI a top priority, yet only 38 % feel prepared for AI regulations, according to research from MIT Sloan Management Review and BCG.

“ Many organisations lack the infrastructure and governance framework for the responsible use of Agentic AI today,” said Olivier Jouve,

Chief Product Officer at Genesys.“ Genesys is giving every business an accessible and safe path forward where intelligent agents, automation and data come together securely to drive deeper personalisation, faster resolution and greater efficiency.

“ Expanding our capabilities in the Middle East, including support for Arabic, underscores our commitment to helping organisations everywhere adopt Agentic AI responsibly and with confidence, while meeting the unique needs of this vital and rapidly growing market.”

Advancing responsible Agentic AI orchestration worldwide

The expansion of Arabic language support comes as Genesys continues to advance its global vision for responsible Agentic AI. At its recent flagship event, Xperience 2025, the company unveiled enhancements to Genesys Cloud Copilots and Genesys Cloud Virtual Agents which will enable greater autonomy, contextual awareness and built-in support for Agent2Agent Collaboration( A2A) and Model Context Protocol( MCP).

These capabilities blend autonomy with oversight by enabling AI agents to operate within trusted enterprise guardrails and orchestrate experiences across teams, systems and channels. By connecting the latest Genesys Cloud AI innovations with localised capabilities such as Arabic language support, the company is helping regional organisations accelerate readiness for Agentic orchestration at scale.

“ With Arabic support in AI Studio and the latest Agentic AI advancements across Genesys Cloud, organisations in the Middle East can build, train and deploy intelligent agents that act with greater context, autonomy and trust,” said Sebastian Ballerini, VP Strategic Growth EMEA at Genesys.

“ This marks an important step forward in delivering inclusive, responsible AI that reflects how people and enterprises engage globally.” p

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