India, Sept. 22 -- As Tony Bates, CEO of Genesys, took the stage at Genesys Xperience 2025, I was reminded of the French phrase je ne sais quoi (literally, "I don't know what"), often used to describe that special, hard-to-define quality that makes something stand out. In today's digital world, that elusive magic is increasingly being shaped by artificial intelligence - or as I thought while listening to Bates, je ne sais quAI: the new 'special something' that emerges when AI combines efficiency with empathy. His keynote was not about automation alone, but about augmentation; not just intelligence, but empathy-driven intelligence. Bates painted a picture of agentic AI as a co-worker, ushering in a new era of digital labour with its own re...