New Delhi, Feb. 11 -- Genesys introduces a new "agentic virtual agent" powered by Large Action Models (LAMs), which is designed to complete customer service tasks across enterprise systems rather than only respond to queries, according to a company release.

The new Genesys Cloud Agentic Virtual Agent is intended to handle multi-step customer requests by understanding a user's goal, determining required actions and executing them across systems such as customer relationship management (CRM), billing and service operations platforms.

Most existing virtual agents are built using Large Language Models (LLMs), which generate human-like text and improve conversational quality. However, LLM-based systems are primarily designed to produce langu...