dialog.showroom

Update: Genesys AVA – Agentic AI That Resolves Customer Requests Autonomously

Experience Genesys Agentic Virtual Agent (AVA) live in the DIALOG! Showroom: an AI that understands customer intent in context, makes autonomous decisions, and executes processes end to end.   Using a real-world automotive use case, John O’Brien and Florian Pickert (infinit.cx) demonstrate how Genesys AVA identifies customers by their license plate, detects outstanding parking tickets, processes payments, and completes the transaction in the back-end system.   We will explore how the Genesys Large Action Model differs from traditional bots, offering a more dynamic understanding of customer intent, greater autonomy in execution, and a fundamentally new approach to bot development.   As always, the session will be moderated by Kai Nörtemann, who looks forward to your questions and an engaging discussion.

Registration

Speaker

John O’Brien (Senior Solution Consultant | infinit.cx) is a seasoned IT professional with extensive experience designing and delivering Customer Experience and Customer Contact Management solutions across the telecommunications, financial services, and energy sectors. He is a certified Product Owner, Scrum Master, and Requirements Engineer, with deep expertise in system analysis, solution architecture, and solution design. By combining strong technical capabilities with a clear understanding of business requirements, John helps organizations develop innovative customer engagement solutions that drive measurable results.

Florian Pickert (Presales Consultant | infinit.cx) is a specialist in Conversational AI and digital customer engagement. With extensive experience in designing and implementing intelligent dialogue systems, he helps organizations transition from traditional bots to the next generation of Agentic AI solutions. His focus is on practical use cases, end-to-end process automation, and delivering measurable business value. By combining technological expertise with a deep understanding of customer service operations, Florian supports organizations in turning AI innovation into scalable, real-world applications.

Moderator

Kai Nörtemann (Head of Marketing | infinit.cx) arbeitet seit über 20 Jahren in der Contactcenter-Branche - u. a. als Applikationsingenieur, Projektleiter, Berater, in Presales und Portfolio-Management, als Blogger und Analyst. Er setzt sich mit den Möglichkeiten und Grenzen der Digitalen Transformation in Kundenservice und Customer Experience auseinander. Eigenständig denkende und handelnde Menschen sieht der Diplom-Physiker als Schlüssel zu wirklichem Fortschritt an. Glaubwürdigkeit entsteht für ihn aus Authentizität.