Mike Szilagyi
SVP and General Manager of Product Management at Genesys Cloud, leading product strategy and development for contact center and customer experience solutions with expertise in AI-driven virtual agents.
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Mar 12, 2026 • 26min
Genesys Agentic Virtual Agent Powered by LAMs for Enterprise CX
Mike Szilagyi, SVP and GM of Product Management at Genesys, leads AI-driven customer experience product strategy. He discusses agentic virtual agents built on Large Action Models that plan and execute multi-step tasks. Topics include LAMs versus LLMs, real-world rebooking workflows, enterprise governance and auditability, and partnerships that make autonomous actions reliable.
