ServiceNow Expands Agentic AI with Genesys: Orchestrating Customer Experience at Enterprise Scale

At Xperience 2025, Genesys and ServiceNow announced a major expansion of their partnership with the upcoming launch of the industry’s first self-service AI Agent-to-Agent (A2A) orchestration experience, arriving in Q4.  This breakthrough extends the joint solution by automating customer interactions across both platforms to collaborate autonomously, including the debut of Voice AI agents led by the ServiceNow AI Platform, to deliver personalized, seamless, and flexible experiences from initial intent to final outcome. The launch integrates Genesys Cloud CX and the ServiceNow AI Platform, extending earlier unified experience initiatives into true agentic orchestration. Alongside A2A, Genesys unveiled enhancements such as Genesys Cloud Work Automation, Genesys Cloud Associate, and expanded support for standards like the Model Context Protocol (MCP). Together, these advances mark a new stage in enterprise-scale agentic AI, unifying CCaaS, CRM, and service management systems under governed, deterministic frameworks. For enterprises under pressure to modernize operations and customer experiences, this announcement provides both a blueprint and a practical adoption path for agentic AI within production environments.