Genesys Cloud
Improved reliability and consistency for AI guides

In a future release, Genesys Cloud will update AI Guides to make guide execution more reliable and predictable. Guides will function as a chain of smaller agents, each handling a specific task while still following the overall set of instructions. This approach helps improve reliability and consistency in responses while maintaining a natural conversational experience. With this update, guides operate in a more modular and structured way, which helps reduce errors and supports more dependable results.

Benefits of this update

• Improves accuracy and consistency in following guide instructions.
• Reduces skipped steps by breaking work into smaller, manageable tasks.
• Helps ensure more predictable results across different interactions.
• Maintains a conversational flow for participants while improving reliability.