Operata, a CX Observability platform, has extended CX AI Agent Observability to Agentic Virtual Agent (AVA), part of Genesys Cloud™ from Genesys®, a global cloud leader in AI-Powered Experience Orchestration.

CX observability is the critical control layer to monitor, assure, diagnose, and improve AI and human agents as they work together to deliver the best customer experiences.

Operata will sponsor Xperience 2026 and present a session on what CX teams can't see once AI agents start handling customer conversations.

Measure every AI interaction against the same standards as the human agent it hands to. This is CX AI Agent Observability.

You ask your AI assistant and Operata answers. Here are 20 questions to start building CX Observability into the enterprise context to scale confidently.

Article 50 of the EU AI Act has applied since 2 August 2026. Customers must be told when they're dealing with AI, on every interaction, and fines run to €15m or 3% of worldwide turnover. For customer experience and voice AI vendors the duty is per call, which makes proving it a telemetry problem.

Synthetic testing tells you a configuration should work, CX Observability tells you whether it did. Here's what that gap costs in the first 30 days after go-live with Genesys Cloud, and how to close it.

"Is it us or them?" Is the most expensive question in your contact center, and how shared evidence ends it for good.‍

67% of organizations call Voice AI foundational. Only 21% are satisfied with how it's performing. The gap isn't in the model. It's in everything the model can't see.