Genesys Cloud Agentic Virtual Agent

6.1easy start · #16 of 55
in AI Customer Service Agents

Free to practise onnot on record
Free trialnot on record
Well documentedyes
Runs where you worknot on record

Runs on api, Web. Paid plans from $6.25/mo.

Genesys Cloud Agentic Virtual Agent is ranked #16 of 55 in AI customer service agents on The Geeks Club. It runs on API, Web. There is no free plan. Paid plans start at $6.25/mo.

Genesys Cloud Agentic Virtual Agent plans and pricing

All plans

Genesys Cloud CX 1 $75/yr $75 USD per user/month billed annually Virtual agents included; AI Experience tokens required for certain features; usage-based pricing may apply genesys.com · 30 Sept 2026

Genesys Cloud CX 2 $115/yr $115 USD per user/month billed annually Virtual agents included; AI Experience tokens required for certain features; usage-based pricing may apply genesys.com · 30 Sept 2026

Genesys Cloud CX 3 $155/yr $155 USD per user/month billed annually Virtual agents included; AI Experience tokens required for certain features; usage-based pricing may apply genesys.com · 30 Sept 2026

Genesys Cloud CX 4 $240/yr $240 USD per user/month billed annually Virtual agents included; 30 AI Experience tokens per named agent; usage-based pricing may apply genesys.com · 30 Sept 2026

Compared on AI customer service agents

Free plan: No
Supported channels: voice, email, web chat, SMS, WhatsApp, Facebook Messenger, Instagram, X direct messages, Apple Messages for Business, open messaging
Workflow actions: Yes
Human handoff: Yes
Voice support: Yes
Multilingual support: Yes
API access: Yes

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The record

What it does: Agentic Virtual Agents reason, act and adapt through customer journeys to resolve complex tasks end to end while maintaining context across channels.
Action models: The agents use large action models to plan actions deterministically and execute multi-step workflows with approved tools and guardrails.
Configuration: Agentic Virtual Agents are configurable in Genesys Cloud AI Studio and combine voice and digital interactions with actions across back-office systems.
No-code design: Genesys describes no-code design tools, unified context and cross-channel orchestration for scaling automation across digital and voice.
Adaptive decisions: The agents can re-plan and choose next best actions when they encounter off-script situations, missing data or changing context.
Governance and audit: Genesys says autonomous actions are planned, validated and logged, with explainable decisions and auditable outcomes.
Human escalation: The agents can hand off contextually to humans and escalate when necessary.
Plan requirement: Virtual agents are listed in all four Genesys Cloud CX editions, and the pricing page says AI Experience tokens are required for certain features.
Token allowance: The pricing page lists 250 named or 350 concurrent AI Experience tokens per organization per month as included, and says usage-based pricing may apply.
Integrations: Genesys says its AppFoundry Marketplace offers more than 600 apps and integrations, including CRM and unified communications integrations.
APIs: Genesys states that Genesys Cloud offers more than 3,000 public APIs for developers.
Security and privacy: Genesys describes security practices across its technology, people and processes, privacy by design, and a global compliance portfolio for Genesys Cloud.
Support: Genesys’s site links to a customer support portal for submitting and tracking support tickets.
Founded: 1990
Price from: $6.25/mo

Where it ranks on The Geeks Club

Best AI Customer Service Agents in 2026#16 of 55
Best AI Voice Agents in 2026#11 of 32
Best Contact Center Analytics Software in 2026#13 of 29

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Sources

genesys.com/capabilities/virtual-agents· checked 30 Sept 2026
genesys.com/pricing· checked 30 Sept 2026
genesys.com/capabilities/integrations-apps· checked 30 Sept 2026
genesys.com/trust-center· checked 30 Sept 2026
genesys.com/company· checked 30 Sept 2026