At World of Workato 2025, Workato introduced a major step forward in process automation: a range of Genies. These are AI agents that understand business context, can make decisions independently and execute complete workflows across systems as well as departments.

We see the same challenges recurring in many organisations: fragmented processes, growing workloads and a landscape full of applications that don’t work together logically. Genies fit that need exactly: faster automation, less manual work, more consistency and more time for valuable tasks.

 

Key takeaways

• Workato Genies are AI agents that execute processes end-to-end based on your business context.
• They execute multi-step workflows, process unstructured data and respond to exceptions.
• Genies are not an “off-the-shelf product”: they are frameworks that you enrich with business rules, context and actions.
• Genies work together: agent-to-agent orchestration allows multiple agents to handle a single business process.
• New: Workato Action Board: a control center where employees track, adjust and analyse their agents.
• Workato GO brings Genies to employees through a simple interface, without technical knowledge.
• With Ciphix, you combine AI agents + integration foundation + process design, allowing Genies to deliver real value. 

Why Genies are different from traditional automation

Genies are not classic scripts, bots or rule-based workflows. They:

• understand context within a process
• can interpret unstructured data (emails, documents, texts)
• Make decisions within your business rules
• Be able to deal with unforeseen situations
• working across departments
• and communicate with other Genies for larger end-to-end scenarios

Where traditional automation primarily automates tasks, Genies grabs entire processes. Or as Mark Peele, our Workato specialist and Lead Integration Architect, says, ” AI Agents are only as strong as the platform they run on. Workato couples integration power, governance and scalability in one stack, exactly what you need to take AI Agents from experiment to enterprise. ”

The new Workato Genies: what can they do?

Below are the main categories of Genies with three integrated practical examples in IT, Support and Security.

1. Sales Genies: faster deals, less admin

Sales Genies help commercial teams work more productively and make the pipeline more predictable.

• CPQ Genie: Automatically builds configurations and error-free quotes.
• Rep Genie: Takes over follow-ups, CRM updates and account research.
• RevOps Genie: Analyses pipeline patterns for better forecasts.

2. IT Genies: workload down, stability up

IT teams get more questions than ever. These Genies provide peace of mind and control:

• IT Support Genius: Handles standard questions independently.
• License Genie: Detects license overages and savings.
• Incident Management Genie: automatically starts the incident process.

Case example
An employee reports via Teams that his VPN is not working. The IT Support Genie recognises the problem, checks access rights, resets the profile and confirms the solution, with no queue and no manual IT actions.

3. Support Genies: AI-first customer contact

The Support Genie combines:

• AI search
• natural language chat
• email handling
• integrations with hundreds of applications

Result: faster response times and higher customer satisfaction.

Case example
A customer sends an email with multiple questions mixed together. The Support Genie interprets the content, retrieves information from knowledge bases, performs actions (refunds, account updates, status changes) and returns a complete response, including logging for analysis and audit.

4. Marketing Genies (Private Preview): campaigns that optimise themselves

Marketing teams benefit from personalisation and speed:

• Campaign Genie Optimises campaigns autonomously.
• Lead Genie Qualifies, enriches and routed leads in real time.

5. HR & Recruiting Genies: better hires, faster onboarding

These Genies make the recruitment process significantly more efficient:

• JobReq Genius: Generates job profiles and interview questions.
• Recruiting Genius: Arranges planning and preparation.
• NewHire Genie: Builds onboarding plans and answers questions.

6. Customer Experience Genies: continuous insight into customer needs

Ideal for organisations working proactively with customer success:

• CX Genius: Translates feedback into improvement actions.
• CSM Genius: Helps prioritise and prepare calls.

7. Security Genies: 24/7 surveillance

• SecOps Genius: Monitors alerts, analyses threats and executes actions according to playbooks.

Case example
When suspicious login patterns are detected, SecOps Genie immediately compares them to previous incidents, automatically launches the appropriate security playbook, blocks suspicious accounts and alerts the SOC team within seconds.

Action Board: one place to track your AI agents

Workato Action Board provides one central place where teams can see what Genies are executing, where delays are occurring and what actions are still open. The dashboard automatically adapts to one’s role: from strategic KPIs for management to operational insights for employees working with processes on a daily basis.

Alongside this overview is Workato GO, the place where employees actually work with Genies. GO combines three things:

• Enterprise Search: Finding information from different systems through one search.
• Assist with daily tasks: Perform simple actions such as retrieving status information, processing approvals or entering data.
• Deep Action™: Having agents perform more complex tasks, such as compiling proposals or preparing onboarding steps.

Where Action Board provides insight, GO enables tasks to be started, followed up or completed from a single interface. Together, they are a practical way to make AI widely available within the organisation, without additional complexity for employees.

The impact: what does this give organisations?

With Genies:

• automations are built and deployed faster
• Takes away error-prone manual work
• exceptions are picked up faster and more consistently
• improves data quality through enrichment and validation
• new opportunities arise to connect departments through agent-to-agent orchestration
• frees up more time for analysis, innovation and personal contact

And importantly, Genies are secure, auditable and enterprise-ready, designed for organisations that want to deploy AI responsibly and scalably.

Why Ciphix + Workato is a strong combination

Genies are powerful, but not plug-and-play. The real value comes when integrations, data and processes are in place. That’s exactly what Ciphix excels at.

We help organisations with:

• building a robust integration foundation
• designing scalable process building blocks
• Configuring and training Genies within corporate contexts
• monitoring & governance
• Scaling up to a full AI agent ecosystem, including agent-to-agent collaboration

With Ciphix, AI becomes not an experiment, but a proven engine for growth and efficiency.

How Ciphix deploys Workato in practice

In our projects, we combine Workato’s integration platform, AI agents and process automation to help organisations move forward in a tangible way. We design workflows, build integrations, configure Genies and ensure teams see real impact from day one.

Want to know more about the insights from the event itself? Read our comprehensive World of Workato report.