Genesys, a global cloud leader in AI-Powered Experience Orchestration, and Scaled Cognition, the pioneering AI lab building specialised large action models (LAMs) for customer experience (CX) and enterprise workflows, today announced a new strategic partnership to advance reliable agentic AI.
Building on the Genesys Cloud™ platform and its industry-leading native AI, the collaboration with Scaled Cognition will further strengthen how organisations deliver agentic experiences their customers can trust. Alongside the partnership, Genesys has invested in Scaled Cognition to support its growth and joint innovation.
By combining the experience orchestration leadership of the Genesys Cloud platform with the LAM for CX workflows delivered by Scaled Cognition, the companies will enable enterprises to deploy autonomous agents with greater accuracy, governance and trust. The partnership will pair new model innovation from Scaled Cognition with Genesys Cloud, equipping organisations to create high-performing virtual agents that can execute complex tasks dependably, collaborate across AI and human teams and meet compliance requirements.
The Scaled Cognition Agentic Pretrained Transformer (APT-1) large-action model uses novel technology that goes beyond traditional LLMs with the ability to eliminate hallucinations and help organisations maintain accuracy and alignment with enterprise policies. Through the collaboration, organisations will be able to translate sophisticated business actions into deterministic behaviors, helping ensure customer outcomes remain predictable, transparent and consistent with their standards.
“Trust, reliability and performance are essential for organisations to embrace agentic AI,” said Olivier Jouve, chief product officer, Genesys. “Our partnership with Scaled Cognition reinforces our commitment to leading the industry into the agentic era with systems that drive customer loyalty and increase operating efficiency. Together, we’re helping organisations harness agentic AI to orchestrate customer experiences with the responsibility, governance and scale they need to succeed.”
“Our partnership with Genesys marks an important evolution in customer experience, one of the most rapidly advancing and exciting areas of AI innovation. Together, we’re combining the trust and global reach of Genesys with Scaled Cognition’s specialised LAMs that are engineered for reliability and precision in enterprise CX. Our shared mission is to deliver trusted, transformative experiences that safeguard brand equity and help organisations worldwide realise the full potential of agentic AI,” said Dan Roth, CEO of Scaled Cognition.
Expanding the Foundation of Agentic CX Orchestration
Earlier this year, Genesys introduced Genesys CloudTM AI Studio and its flagship capability AI Guides to give organisations the tools to design, deploy and govern semi-autonomous AI agents without coding. These capabilities empower organisations to deploy agentic AI with the critical guardrails needed to align with relevant requirements, such as enterprise policies, brand values and regulatory requirements.
Scaled Cognition brings a complementary strength as a pioneering model lab focused exclusively on CX with its agentic paradigm designed for decision-making and action-taking instead of text prediction alone. Its APT-1 LAM delivers determinism, can help eliminate hallucinations and increases reliability in customer service workflows.
Together, Genesys and Scaled Cognition will build on this foundation by combining the advanced capabilities of Genesys Cloud AI with Scaled Cognition LAMs to deepen the dependability and trustworthiness of virtual agents.
Forward-Looking Statements
Statements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press release.