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Earlier agentic virtual agent model reaches end of support

Genesys ended support for the existing agentic virtual agents model on October 1, 2026, with automatic migration for customers who do not transition during the opt-in period.

Announcement date:

  • AI
  • Self-Service

What changed

Genesys announced that support for the existing agentic virtual agents model ends on October 1, 2026. Customers were asked to test and transition to the latest model; those who do not transition within the 30-day opt-in period will be migrated automatically.

Vendor documentation (opens in a new tab)

Why it matters

A model change can alter how a virtual agent interprets instructions and calls tools. Teams that rely on automatic migration risk discovering behavior differences in production instead of in testing.

CxCave practical context

Who should care

  • AI agent designers
  • CX architects
  • Administrators

Action

REVIEW

Confirm every agentic virtual agent has been tested on the latest model. Re-run critical intents, tool calls and escalation paths before the automatic migration applies.

CxCave recommendation, not a vendor mandate unless explicitly stated.

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