AI/ML
Genesys and ServiceNow Supercharge AI-Powered Customer Experience with Next-Gen Agent Collaboration
2025-09-12
At Xperience 2025, Genesys has announced an expanded partnership with ServiceNow, the industry’s top digital workflow and CRM platform. This collaboration aims to revolutionise the customer experience (CX) landscape by enabling Agent2Agent (A2A) orchestration, where AI agents autonomously collaborate across customer service, support, and enterprise interactions, boosting operational efficiency, employee engagement, and customer satisfaction.
As organisations increasingly adopt AI-powered automation, the integration of Genesys Cloud AI and ServiceNow AI Platform is set to break down barriers between CCaaS (Contact Center as a Service), CRM, and service operations. The unified solution, Unified Experience, ensures seamless interoperability with shared context, synchronised workflows, and intelligent routing, allowing businesses to deliver personalised, real-time solutions while staying within enterprise-defined guardrails.
“By harnessing agentic AI, organisations can simplify complex workflows and empower both employees and customers. This partnership will enhance productivity, improve customer engagement, and streamline operations by connecting systems effortlessly,” said Gavin Howell, Director of Operational Delivery at Computacentre.
With this deeper integration, businesses can scale autonomous customer experience across both front and back offices, making AI adoption easier through a unified service model. New features, including conversational voice AI experiences, will roll out later this year, helping enterprises deploy AI customer support tools faster and more efficiently.
A real-world example highlights how this works: when a customer calls about an unexpected billing spike, the Genesys Cloud Virtual Agent instantly authenticates the user and diagnoses the issue, while collaborating with the ServiceNow AI Agent Fabric to retrieve billing details, explain charges, and offer promotions. The AI agents then provide personalised solutions such as discounts or monthly credits—delivering a smooth, autonomous experience that builds trust and loyalty.
The partnership also extends to co-innovation and go-to-market strategies, making it easier for organisations to buy, implement, and scale AI-powered experience solutions across industries. By combining AI orchestration, cloud platforms, and enterprise workflows, Genesys and ServiceNow are setting a new benchmark for how businesses enhance customer experience in an increasingly digital and automated world.
As organisations increasingly adopt AI-powered automation, the integration of Genesys Cloud AI and ServiceNow AI Platform is set to break down barriers between CCaaS (Contact Center as a Service), CRM, and service operations. The unified solution, Unified Experience, ensures seamless interoperability with shared context, synchronised workflows, and intelligent routing, allowing businesses to deliver personalised, real-time solutions while staying within enterprise-defined guardrails.
“By harnessing agentic AI, organisations can simplify complex workflows and empower both employees and customers. This partnership will enhance productivity, improve customer engagement, and streamline operations by connecting systems effortlessly,” said Gavin Howell, Director of Operational Delivery at Computacentre.
With this deeper integration, businesses can scale autonomous customer experience across both front and back offices, making AI adoption easier through a unified service model. New features, including conversational voice AI experiences, will roll out later this year, helping enterprises deploy AI customer support tools faster and more efficiently.
A real-world example highlights how this works: when a customer calls about an unexpected billing spike, the Genesys Cloud Virtual Agent instantly authenticates the user and diagnoses the issue, while collaborating with the ServiceNow AI Agent Fabric to retrieve billing details, explain charges, and offer promotions. The AI agents then provide personalised solutions such as discounts or monthly credits—delivering a smooth, autonomous experience that builds trust and loyalty.
The partnership also extends to co-innovation and go-to-market strategies, making it easier for organisations to buy, implement, and scale AI-powered experience solutions across industries. By combining AI orchestration, cloud platforms, and enterprise workflows, Genesys and ServiceNow are setting a new benchmark for how businesses enhance customer experience in an increasingly digital and automated world.
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