Genesys

What the automated decision is: Predictive routing picks which agent a customer reaches; virtual agents answer; copilot drafts

WF-P-000041

Made by

Genesys Cloud Services, Inc.

AI laws

• Bot-disclosure laws (California SB 1001 · Utah · EU AI Act)None found
  Has the vendor published how its AI agents tell customers they are talking to a bot?
• EU AI ActYesevidence ↗
  Has the vendor published a statement on its duties under the EU AI Act? — “transparent data practices powered by the GDPR allow Genesys to provide customers, partners and vendors with the tools to meet the obligations established in the EU AI Act regarding data mapping, data sources and trainin…”
• Wiretap and call-recording laws (California CIPA)None found
  Has a lawsuit alleged the vendor's system recorded, transcribed or analysed customers' calls or chats unlawfully?
• Illinois BIPA (voiceprints)None found
  Has a lawsuit alleged the vendor's system collected voiceprints or other biometrics in violation of Illinois' BIPA?

Each law is asked as a question public evidence can answer. “None found” describes our search of the vendor’s own site, news and court reporting on 2026-10-06 — not a finding that the company has or has not complied. A lawsuit is an allegation, not a finding.

Products

Genesys Cloud · Genesys Cloud Agent Copilot · Genesys Cloud AI Experience · Predictive Routing

Technology

ProfessionalWhich AI models and cloud providers this platform runs on, each with its source.

See what Professional includes →

In court

0 cases name it as a party

Where we have looked

Searched through CourtListener / RECAP, last read 2026-10-01:

• US federal district, appellate and bankruptcy dockets — 235 courts105 district, 14 appellate, 95 bankruptcy and 21 special federal courts
• published opinions, including state supreme and appellate courts — 384 courts, including 53 state supreme courts53 state supreme, 62 state appellate, 6 state trial and 28 state special courts, plus the federal courts above

County and municipal courts are not searched, and neither is anything outside the United States. A count of nought means we found nothing where we looked, not that nothing exists.

Verified deployments

33 companies we can evidence on Genesys, from addresses they run on its domain and from Genesys’s own customer stories. Which ones, and since when, is a Professional feature.