Genesys and Scaled Cognition have announced a strategic partnership to strengthen agentic AI for customer experience. The collaboration combines Genesys Cloud’s experience orchestration capabilities with Scaled Cognition’s large-action models (LAMs) designed for dependable, policy-aligned AI. As part of the agreement, Genesys has also invested in Scaled Cognition to support joint innovation and growth.

The partnership targets autonomous virtual agents that can execute complex tasks reliably while collaborating seamlessly with human teams. Scaled Cognition’s Agentic Pretrained Transformer (APT-1) LAM goes beyond traditional large language models, reducing hallucinations and translating sophisticated business actions into predictable outcomes. The approach ensures enterprises can maintain compliance, protect brand values, and deliver consistent customer experiences.

Genesys’ Cloud AI Studio and AI Guides enable organisations to deploy semi-autonomous agents without coding, offering guardrails to meet regulatory and policy requirements. By combining these tools with Scaled Cognition’s CX-focused LAMs, enterprises can improve reliability, determinism, and transparency in automated workflows.

Olivier Jouve, Genesys Chief Product Officer, emphasised that trust, reliability, and performance are critical for organisations to embrace agentic AI at scale. Dan Roth, CEO of Scaled Cognition, added that the partnership merges Genesys’ global reach with Scaled Cognition’s specialised models to deliver transformative, trustworthy experiences across enterprises.

The collaboration signals a step-change in AI-driven customer experience, enabling organisations to orchestrate high-quality interactions at scale while maintaining control, alignment, and accountability.

Learn how this partnership is shaping the future of AI-driven customer experience and creating more reliable, policy-aligned virtual agents.