[DigitalToday reporter Seul-gi Son] Genesys, a global customer experience (CX) solutions company, said on Feb. 12 it will unveil an agentic virtual advisor based on a large action model (LAM) in the first quarter. It said it is the first such product in the industry.

The Genesys Cloud Agentic Virtual Advisor focuses on improving operating efficiency while reducing customer effort by overcoming the limits of existing reactive self-service. The company said it aims to evolve beyond simple conversational artificial intelligence (AI) into responsible AI that autonomously handles customer requests.

A Gartner report said the problem-solving rate for existing self-service offerings such as support chatbots remained at 22 percent. Most large language model (LLM)-based advisors also showed limitations in handling complex workflows.

The new service addresses this by using the APT-1 LAM, a LAM from U.S. AI developer Scaled Cognition. The company said it focuses on reducing hallucinations and restoring service reliability by understanding customer context and intent and autonomously completing tasks across enterprise systems.

It also said companies can define guidelines through Genesys AI Studio, increasing security and transparency.

Olivier Jouve (올리비에 주브), Genesys chief product officer, said, "With a LAM-based virtual advisor, we support AI so it can think and plan across systems and execute tasks safely."