Customer experience platform, Genesys, has expanded its automation, analytics, and conversational intelligence across the Genesys Cloud platform with new features such as Copilots, Virtual Agents, Empathy Detection, and Modern Agent Workspace.

The new features, announced at the company's conference event Experience 2024, are headlined by a series of new AI capabilities on Genesys Cloud, including new Copilots that will drive efficiencies for users, Virtual Agents that can automate complex customer interactions, Empathy Detection speech and text analytics to evaluate empathy in customer interactions, and an Agent Workspace that will provide users with an adaptable and composable desktop.

The Cloud offering also now includes native Journey Management capabilities slated to provide deeper insights and control for AI-driven customer experiences.

"AI is rapidly accelerating the future of customer engagement into orchestrated, fluid experiences that become true business differentiators," said Genesys Chairman and CEO, Tony Bates. "With the transformative power of Genesys Cloud, its pervasive AI capabilities and global reach, we believe no one is positioned better than Genesys to usher in the future, today."

Genesys Cloud AI's annual recurring revenue (ARR) for AI capabilities reached approximately $100 million in the fourth quarter of fiscal year 2024. More than 40% of Genesys Cloud customers are using the platform's AI capabilities.

The company recently acquired Radarr Technologies, which will add depth to the Genesys Cloud platform through its models for attitudinal, sentiment, and interaction analysis of social media.

Other announcements included a completed transition to carbon neutral operations, along with new partnerships with AWS, Salesforce, Deloitte Digital, TTEC Digital, and ServiceNow.

Genesys also announced winners for its 19th annual Customer Innovation Awards, recognising companies for driving exceptional business results by delivering differentiated customer and employee experiences. Winners included Virgin Atlantic Airways, Modivcare, Kiwibank, National Domestic Violence Hotline, NetApp, Bancolombia, Western Sydney University, and Zurich Switzerland.