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Genesys launches AI Agents with greater autonomy and new education programme –

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Genesys has unveiled advanced agentic AI agents for the Genesys Cloud platform to help organisations orchestrate customer and employee experiences across enterprise platforms and teams. Enhancements to Genesys Cloud Copilots and Genesys Cloud Virtual Agents will enable greater autonomy, contextual awareness. In addition to built-in support for Agent2Agent Collaboration (A2A) and Model Context Protocol (MCP). These capabilities enable AI agents to operate within trusted enterprise guardrails and accelerate readiness for responsible agentic orchestration at scale.

Businesses are moving from a service to an experience economy, where success depends on consistent, personalised, outcome-driven interactions. This shift is fueling demand for autonomous AI. Yet, a recent Genesys survey found over a third of CX leaders cited lacking formal AI governance policies. This lack can expose organisations to risks as AI becomes more independent.

Delivering semi-autonomous agentic AI

Genesys addresses this with Copilots and Virtual Agents underpinned by Genesys Cloud AI Guides. These capabilities are designed to deliver semi-autonomous agentic AI that works responsibly with people and other AI agents to orchestrate experiences that can drive efficiency and customer loyalty. These enhancements are expected to expand the Genesys Cloud platform’s conversational, generative and predictive AI innovations. It will offer enterprises critical capabilities that will help them progress toward universal agentic orchestration while maintaining trust and control.

With native interoperability for A2A and MCP, organisations can use Copilots and Virtual Agent to trigger workflows and maintain context. Enterprises can drive coordinated actions across ecosystems and enterprise systems without the need for complex integrations. Powering these capabilities is the Genesys Cloud Event Data Platform (EDP), which brings data and analytics closer to customer interactions.

Genesys says unlike platforms that rely on fragmented third-party data, EDP helps deliver real-time, journey-aware insights at the source. This works alongside Genesys Cloud Journey Management to give organisations visibility into how customers move across touchpoints. This intelligence enables enterprises to pinpoint what is working, address gaps and improve experiences through deepened personalisation and stronger outcomes.

(credit image/Genesys/Olivier Jouve)
Olivier Jouve, Chief Product Officer at Genesys,

According to Olivier Jouve, chief product officer at Genesys, “CX may start in the contact centre. However, it does not end there — it spans every touchpoint across the enterprise. The latest Genesys Cloud innovations reflect our commitment to delivering responsible agentic AI built to meet complex enterprise requirements. As organisations work to unify fragmented workflows, Genesys is providing a foundation where intelligent agents, automation and real-time data come together securely to drive faster resolutions, deeper personalisation and operational efficiency throughout the business.”

Unlocking agentic-driven customer engagement

Building on Genesys Cloud AI Studio and AI Guides, Genesys has activated new capabilities within its customer-facing Virtual Agent. Businesses can now deliver rich conversations that help improve customer satisfaction and operational efficiency through faster resolutions, broader language support and more natural interactions. Highlights include:

  • 10-plus new languages for consistent, localised experiences.
  • Enhanced natural language processing with fine-tuned large language model for slot collection. This better capture key details, like names, dates, or account numbers.
  • Real-time performance dashboard allows for instant visibility into Virtual Agent trends, issues and impact.

Additional features planned for release by the end of the fiscal year include intent switching, AI-generated summaries, and Knowledge 3.0, which Genesys anticipates will enable Agentic Virtual Agent to provide even faster, more tailored support at scale. This will allow organisations to streamline conversations, expand automation and dynamically adapt to customer needs.

Genesys launches orchestrators programme

Genesys has launched its Genesys Orchestrators programme. The programme supports customer experience (CX) professionals through the rapidly evolving nature of CX. Genesys says the programme will provide knowledge, resources, community and credentials needed to accelerate the future of CX through AI.

Core to the programme is Orchestrators Education, which provides new personalised learning paths based on roles, goals and product usage. The curriculum that covers everything from AI fundamentals to business strategies, to architecture and performance. Individuals can build specific skills and earn certifications to excel in their roles. This is expected to help their enterprises achieve the next Level of Experience Orchestration with the Genesys Cloud platform.

In a world where organisations need clarity, confidence and a path forward over more features, Genesys Orchestrators delivers exactly that,” said Scott Cravotta, chief customer officer at Genesys. “We have reimagined our customer experience from the ground up. Not only to help deliver value, but as a catalyst for professional growth and organisational progress.

Cravotta continued, “Focusing on technology and AI readiness, the personalised education within Genesys Orchestrators delivers insights that set individuals apart. It will position them to lead meaningful change and shape stronger, more future-ready organisations.”

Enterprise Times: What this means for businesses

These technologies have the potential to radically reshape how enterprises deliver customer experiences and relationships. They have the potential to unlock new levels of automation, augmentation, personalisation and optimisation. However, to be effective, this will require collaboration between IT, sales, service and other business partners to offer personalisation at scale. To achieve this at scale, it can only be achieved through highly personalised customer engagement. Increasingly, organisations looking to secure success, including those who want to work more efficiently and create superior customer experiences, are turning to AI.

Hence, Genesys’s new Copilot and Virtual Agent features aim to help enterprises quickly implement responsible, large-scale AI solutions that improve efficiency and customer loyalty. CX professionals, irrespective of size or sector, must navigate a fast-changing, complex landscape. The environment makes it challenging to keep up with innovative technologies and adapt their skills to meet business demands.

As a result, the timing of Genesys’ new orchestration programme is good. Designed to support CX professionals through the rapidly evolving nature of CX. The programme streamlines enablement so individuals can easily access the resources needed when they need them, all in one place.



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Education

AI tutor, for schools and education, without human intelligence targets?

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The [September 1, 2025] Labor Day was a question of what should become of education, if AI can operate intelligently, to do aspects of productive work? What is the missing piece to learn for the future, in the era of AI? How much potential do AI tutors hold, specifically, against what excellent human instructors already provide? 

The biggest problem in education is the unknown — how human intelligence works. The promise of revolutionizing learning is less about another trend than what is understood as human intelligence and how it should guide learning.

Learning has subsumed a ton of [guess] interventions over decades, with explorations for improved outcomes. Yet, the quality of knowledge as a transcendent property has eluded many. The barriers to the transformational capacity of education are closely aligned with human intelligence, much more than facilities or instructors’ questions.  

It is not even progress, at this point, to assume that artificial intelligence can augment learning without knowing how human intelligence works. The human intelligence that AI would train is the same human intelligence that would compete with AI for work? What should humans be learning for now [that the subtraction of whatever AI can do or answer, from what humans can do, in several important tasks, leaves the thing a lot less valuable — as an impact on labor]? 

Learning Questions 

How does learning adapt to significant problem-solving? What are the techniques to persist in learning complex stuff that may hold important solutions? How can learning be designed to match patterns to answer the unsolved? If an individual is learning what AI already knows, how should that learning be structured to out-compete AI? 

Will it ever be possible to personalize learning for everyone?  

AI Tutor  

For now, AI tutors, AI schools, AI education, or AI learning are not offering anything beyond what is still possible with human instructors. What education is seeking in this era, that AI tutors can optimize for, is pathway displays for memory and intelligence in the brain, to track, almost in parallel, the processes of understanding, recall, creativity, innovation, and expertise, to increase the chances for those.  

Simply, what an AI tutor should solve is what a human instructor cannot yet solve: which is the likelihood to target learning, for navigation in the brain, towards advancing humanity. Already, all AI chatbots can answer questions, with several examples — plus simplicity. Still, it is not like grasping, for all, is now straightforward. This is saying that the problem that exists continues to linger, even if mitigated by consumer AI. 

Human Intelligence 

Any AI tutor program that can develop or show a model of how human intelligence works, to prospect learning [for relays] in the brain would transform education — this century. Simply, show a concept of how human intelligence works, and use that to tailor lessons for higher-order results. Already, human instructors can provide regular training, but what would make a difference, for AI, is to shape human intelligence to withstand the uncertainties that AI holds for the future.

AI tutor in schools can explore theoretical neuroscience, developing models for many aspects of learning. Memory, conceptually, is obtained in destinations in the brain, but intelligence [which is the use of memory] are navigations [of information] summaries across memory areas. Rote memorization, for example, is the making of new paths between memory locations, so that the paths are available for direct relays subsequently, resulting in recall. Problem-solving could be the overlay of two memory locations, so that their differences, rather than contrast, are made similar, opening up possibilities for answers. 

The opportunity for AI tutor in education is not to do what human instructors can do or to assume it will simply make things easier when the [human intelligence] question remains unanswered, and AI would be able to do aspects of several jobs, if that is the learning objective. How does human intelligence work is how to restart the education project — now that AI is ascendant.  

ChatGPT Edu 

There is a recent [August 28, 2025] announcement by Indiana University, IU strengthens national leadership in AI innovation with ChatGPT Edu rollout, stating that, “Indiana University is expanding its robust artificial intelligence offerings with OpenAI by providing access to ChatGPT Edu, a version built specifically for higher education. ChatGPT Edu offers the world’s most advanced AI tools for learning, teaching, and research.”

“In providing access to all 120,000 students, faculty, and staff, IU will be the second-largest ChatGPT Edu rollout of all time for OpenAI, demonstrating IU’s national leadership in higher education innovation and underscoring its commitment to responsibly integrating AI across its campuses while preparing a future-ready workforce.”

“IU faculty and staff can request institutional access beginning Sept. 2, with student access launching Jan. 1 [2026]. The deployment of ChatGPT Edu is one of many ways IU is integrating AI across the academic experience.”

“In August, IU launched a new, free GenAI 101 course that serves as a foundational program introducing the IU community to generative AI concepts, applications, and responsible-use practices.”

“Together, GenAI 101, ChatGPT Edu, and IU’s expanding suite of AI services ensure that faculty, staff, and students are not only equipped with powerful AI tools but also prepared to use them effectively and ethically.”


This article was written for WHN by David Stephen, who currently does research in conceptual brain science with a focus on the electrical and chemical signals for how they mechanize the human mind, with implications for mental health, disorders, neurotechnology, consciousness, learning, artificial intelligence, and nurture. He was a visiting scholar in medical entomology at the University of Illinois at Urbana-Champaign, IL. He did computer vision research at Rovira i Virgili University, Tarragona.

As with anything you read on the internet, this article should not be construed as medical advice; please talk to your doctor or primary care provider before changing your wellness routine. WHN neither agrees nor disagrees with any of the materials posted. This article is not intended to provide a medical diagnosis, recommendation, treatment, or endorsement.  

Opinion Disclaimer: The views and opinions expressed in this article are those of the author and do not necessarily reflect the official policy of WHN/A4M. Any content provided by guest authors is of their own opinion and is not intended to malign any religion, ethnic group, club, organization, company, individual, or anyone or anything else. These statements have not been evaluated by the Food and Drug Administration.



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SDOC talks AI in schools – upstatetoday.com

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SDOC talks AI in schools  upstatetoday.com



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Special needs overhaul risks becoming ‘welfare reforms mark 2’, IFS finds | Special educational needs

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Special needs reforms for children in England could turn into “welfare reforms mark 2” unless the government can convince parents that it is not aiming to save money, according to a report by the Institute for Fiscal Studies.

The thinktank said any changes to the current system of education, health and care plans (EHCPs), which mandate tailored support for children with special needs, will be highly controversial among parents, but said reform was “long overdue” as the number of EHCPs issued has ballooned by 80% since 2018.

About one in 20 school-age children and young people in England currently have an EHCP.

Earlier this year the government was forced to U-turn on changes to disability and health-related benefits after a huge backbench MPs’ rebellion, and the Institute for Fiscal Studies (IFS) suggests that botching reforms to special educational needs and disability (Send) provision could provoke a similar backlash.

In a briefing entitled England’s Send Crisis, the IFS said: “Any reforms are likely to generate controversy. If the focus is on reducing legal rights to cut short-term costs, this could easily turn into welfare reforms mark 2.

“To avoid this, the government needs to be candid: the current system is failing many of the children it is meant to support, despite billions in additional spending and a complex framework of legal entitlements.

“A successful reform should articulate a clear vision for a system that supports all children while delivering better value for money.”

Luke Sibieta, the co-author of the briefing, said the success of any reforms hinged on the government’s presentation of the white paper it is preparing to publish later this year.

“If the focus of what’s in the white paper, and how it is sold, is all about saving money and reducing burdens, then it’s very hard to see how this policy will go through.

“But if it is about providing a better quality of service, or providing access to support earlier, in an easier and better way, then I can see how the policy can be successful,” Sibieta said. “When you talk to parents, no one actually likes the EHCP process.”

Bridget Phillipson, the education secretary, also faces a struggle to convince the Treasury that more spending is needed, especially to build more dedicated special schools, as well as dedicated Send units within mainstream schools.

The IFS said creating more state-funded special schools was an “obvious solution” that would allow local authorities to avoid using more expensive private special schools, where the average cost for each pupil is £62,000 a year compared with £24,000 in the state sector.

The number of pupils with EHCPs at private special schools has tripled since 2016, from 10,000 to 30,000, with that increase alone accounting for nearly £1bn of the £4bn annual rise in high-needs spending over recent years.

The IFS was also highly critical of EHCPs, legal documents in which local authorities and parents agree on the additional support for children with special needs.

“EHCPs are meant to guarantee help. However, you cannot magic quality into existence by writing it on a legal document,” the report notes.

“As a result, the quality of current provision is patchy. Many children are pulled out of lessons for support from poorly trained teaching assistants, missing time with qualified teachers. We have almost no way of judging whether the billions in extra funding represent value for money.”

A Department for Education spokesperson said: “This government inherited a Send system left on its knees – which is why we are listening closely to parents as we work to improve experiences and outcomes for all children with Send, wherever they are in the country. Our starting point will always be improving support for children.”



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