Genesys, ServiceNow push Agentic AI into mainstream customer service

Genesys announced at its annual Xperience 2025 event in Nashville it is expanding its strategic partnership with ServiceNow to enable “agent-to-agent” (A2A) orchestration aimed at customer service. The collaboration allows for automating and integrating AI agents to work together across enterprise platforms to help streamline operations, increase efficiency, and improve customer loyalty.

The companies said their solution, Unified Experience, will unify disparate CCaaS, CRM, and service operations into a single AI-enabled experience. The integrated solution will enable AI agents to work collaboratively across the Genesys Cloud™ platform and ServiceNow CRM within enterprise-defined guardrails enabling organizations to orchestrate workflows and automate tasks at scale.

Various industry stakeholders and experts see the move as an important step for the industry and enterprise to guide A2A orchestration into the mainstream. Rebecca Wettemann, CEO, and co-founder of Valoir, said "Secure orchestration and interoperability are still significant hurdles for data, AI, and platforms for enterprises.” Wettemann continued, "the expanded partnership between Genesys and ServiceNow is an important development which is advancing the industry in the direction of scalable agent-to-agent collaboration.”

The big upside is the business side, and according to the companies, there are many use cases. For example, Genesys described a case where its Cloud Virtual Agent authenticated an account to a customer calling in to report a bill problem while collaborating with ServiceNow's AI Agent Fabric to aggregate account data, validate charges, and check to see whether there are active promotions. With that information, the system could immediately present a customer-specific rebate or credit, while handling the issue with no human involvement.

Executive leadership from both organizations touted the prospects of agentic AI transforming workflows within enterprises.

“It brings voice together with AI, data and workflows to give organizations the ability to deliver complete end-to-end resolution of customer requests much more efficiently and intelligently,” said John Ball, the executive vice president and general manager of CRM and industry workflows at ServiceNow.

“It is accelerating the direction to universal agentic orchestration, with autonomous agents enabling the always-on business,” said Olivier Jouve, chief product officer at Genesys.

The partnership also provides Unified Experience for ServiceNow IT Service Management (ITSM), moving outside of customer service to support desk operations. Genesys said this will provide IT to support seamless voice and digital support, while giving the IT team actionable insights to staff efficiently and control costs.

Genesys expects to make the new A2A orchestration capabilities available in the fourth quarter of the Genesys fiscal year ending January 31, 2026 (the fiscal year runs November 1, 2025 through January 31, 2026).