Genesys has expanded its forward-deployed engineering operations for customer experience AI projects to help enterprise customers put agentic AI systems into production more quickly.

Its engineering teams work directly with customers on integration, governance and operational issues that often delay deployments. The model is focused on customer experience use cases that organisations want to move from pilot stages into day-to-day use.

Genesys is combining those teams with a broader services structure that includes pre-built applications and a global pool of more than 2,000 customer experience specialists across advisory, deployment and managed services. The applications, known as Expert Apps, are distributed through the Genesys AppFoundry and package AI agents and tools into products customers can deploy.

Tony Bates, chairman and chief executive officer of Genesys, said the company sees a gap between AI experimentation and operational use in large organisations.

"The next phase of enterprise AI won't be defined by how many AI tools or pilots a company has. It will be defined by its ability to turn AI into an operating model that consistently delivers outcomes," Bates said. "We're bringing together agentic orchestration, embedded expertise and proven innovation so organisations can start with an experience that matters, put it into production, learn from it and scale from there. That's how organisations can turn the potential of agentic AI into business value."

The expanded engineering approach has already been used by customers including Banco de Crédito del Perú, eir and Riachuelo. Those engagements have focused on moving selected agentic AI use cases into live production environments.

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