Genesys achieves ISO/IEC 42001:2023 certification for responsible AI governance

Artificial intelligence (AI) is reshaping the customer experience in remarkable ways. What began as simple automation is evolving into systems that can learn, reason, and soon act on behalf of customers and employees. This shift towards agentic AI opens up exciting opportunities to create new value, not just automate existing work. Yet greater autonomy also introduces new risks, heightening the need for credible, independently verified AI governance.

That’s why we are excited to share that the Genesys Cloud™ platform has achieved ISO/IEC 42001:2023 certification for our AI Management System (AIMS). This globally recognised standard is the first of its kind focused on managing AI responsibly. It outlines how organisations can establish, operate, and continuously improve an AI management system with structured controls for risk, oversight, and performance.

Earning ISO/IEC 42001 certification represents a major milestone in our ongoing commitment to responsible AI. I recently spoke with Louise Willemse, Principal Product Manager for Security, Privacy, AI and Compliance at Genesys, to discuss the scope of ISO/IEC 42001 for Genesys Cloud, its value to CX leaders and what lies ahead for AI governance. Below is a recap of our conversation.