At Xperience 2025, Genesys®, a leader in AI-Powered Experience Orchestration, announced a strategic partnership with ServiceNow® to enhance customer experience (CX) through Agent2Agent (A2A) orchestration. This collaboration allows AI agents to autonomously manage interactions, boosting operational efficiency and customer loyalty. By merging Genesys’s Unified Experience with ServiceNow’s platforms, organizations can integrate their engagement, data, and workflows into a cohesive AI-powered system. This integration streamlines customer support, illustrated by a real-world scenario where AI agents efficiently handle billing inquiries. Experts agree that this partnership sets a new standard for customer support automation, enabling enterprises to deliver seamless resolutions and richer experiences. The combined capabilities promote interoperability, allowing businesses to adopt AI flexibly. The enhanced Unified Experience model will now extend to ServiceNow IT Service Management (ITSM), providing IT support teams with improved tools for optimizing customer interactions. Availability for these A2A capabilities is expected by early 2026.
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