Genesys Cloud AI experience

Genesys Cloud AI overview provides artificial intelligence capabilities on the Genesys Cloud platform to automate tasks, meet business needs, and elevate customer and employee experiences. Key features include real-time data collection and analysis to uncover patterns and predict behaviors, security by design with strict ethics and data standards, regulatory compliance for global deployment, contextual intelligence across all interactions, and quick implementation for rapid time to value. Genesys Cloud helps differentiate customer experiences and drive workforce efficiency with AI-powered capabilities.

Genesys Cloud implements a comprehensive token-based pricing model for AI features across its CX 1-4 license tiers, with monthly allocations of 250 tokens for named users and 350 tokens for concurrent users. The platform delivers diverse AI capabilities including Agent Copilot, AI Scoring, Translation, Virtual Agent services, predictive routing, and analytics, with consumption rates precisely defined by feature type and usage pattern. Token consumption is metered by specific units across multiple services. Voice bots consume 1 token per 17 minutes, while digital bots consume 1 token per 51 sessions. Virtual Agent sessions require two tokens per session, whereas Agentic Virtual Agent consumes one token per session (increasing to 1.2 tokens on May 14, 2026). AI Guides consume one token per guide creation but will transition to a Virtual Agent feature with no token charges after that date. Agent Copilot requires 60 tokens for concurrent users or 40 tokens for named users, while Speech and Text Analytics require 45 tokens (concurrent) or 30 tokens (named). AI Scoring provides 20 evaluations per token, AI Translate offers two translations per token, and AI and Insights deliver 50 summaries per token (with no charges when Agent Copilot is enabled). Messaging channels including Apple Messages for Business, Facebook Messenger, Instagram Direct Messaging, WhatsApp, and X Direct Messaging each consume 400 inbound or outbound messages per token. Genesys Cloud Social and Social Post Responses each process 400 items per channel per token. Predictive Engagement incurs no token charges, while Predictive Routing consumes one token per 17 routed interactions. Genesys Cloud Copilot provides 20 AI actions per token. Organizations consume tokens based on actual usage, with quantities appearing on invoices and renewing monthly without carryover to future periods. When interactions utilize multiple AI resources such as bot flows, virtual agents, and agentic virtual agents, billing charges are based on the highest-tier resource consumed during that interaction. Sessions are defined by billing IDs and terminated by specific events including flow exits, disconnections, transfers, timeouts, or agent escalations. Token pricing varies by currency, with month-to-month rates ranging from USD 1.00 to JPY 120 depending on the currency selected. Genesys Cloud AI Experience is available by default for new customers and can be ordered through AppFoundry for existing customers, with deprecated AI Experience Bundles to be removed upon renewal. For pricing inquiries, customers should contact their Genesys representative

Genesys Cloud implements a comprehensive fair use policy across multiple product features and license tiers (Communicate, CX 1-4, and EX) that allocates resources based on license types and billable users. The platform offers differentiated allocations for Named, Concurrent, Hourly Interacting, and Hourly Logged In license types with varying limits for core and add-on features including BYOC Cloud (1,000-6,500 minutes per user), data storage (17.5-55.25 GB), basic routing/IVR (500-5,525 APIs), API on-demand (10,000-234,000 calls monthly), voice transcription (100-3,900 minutes), BYO SMS messaging (300-700 messages per user), workitem allocations (1,800 items per user monthly), and Journey Management events (20,000-26,000 per user). BYOC Cloud overage charges are assessed at $0.00120 per minute per call, calculated in 1/10th of a minute (6-second) intervals and rounded up, with charges applied only when usage exceeds the monthly fair use allocation included with named user plans. Data storage fair use covers policy-based call recordings, digital recordings/transcripts, screen recordings, and historical execution data, with overage charges of $0.25/GB USD for usage exceeding monthly allocations calculated at 25GB per billable agent. Basic routing/IVR fair use allocations are measured by session timers recording duration from flow initiation to completion, with overage charges of approximately $0.01 USD per minute when usage exceeds allocations, while in-queue call flows are excluded from calculations. API on-demand allocations are tiered by license type and billable agents, with each CX 2 agent receiving 110,000 API requests monthly; overage charges apply at $0.0001 USD per request. Exceptions include API requests for internal authentication and consumer-facing digital engagement features like Web Messaging and Knowledge Search, which are not billable. Voice transcription is available across all license tiers with voice features, providing word-level confidence scores, timestamps, and participant information, with overage charges at $0.01 USD per minute (varying by currency). Legacy voice transcription remains available until August 26, 2025, and the policy differentiates between voicemail notifications and ACD interactions for Speech and Text Analytics, Agent Assist, and Agent Copilot features. BYO SMS/MMS messaging fair use applies across multiple license tiers with specific monthly allocations per seat; messages exceeding character limits (160 for GSM, 70 for Unicode) are split into segments and counted separately, while MMS messages are counted by individual images. Overage charges apply at $0.002 USD per message (varying by currency) for both sent and received messages. Workitems and Journey Management events receive per-user monthly allowances, with workitems charged at $0.04 USD per overage item and Journey Management events at $0.0010 USD per event, with committed overage tiers available for negotiation. All allocations are non-stackable when overlapping between base licenses and add-ons, with monthly allocations tracked through the Billing & Usage page and specific invoice codes for each service. Usage is calculated by counting billable users per license tier and applying per-user allowances, with data retention aligned to the Genesys Cloud Agreement duration. The pricing structure applies exclusively to BYOC Cloud solutions with no additional Edge charges, and WhatsApp inbound calls are treated as BYOC Cloud calls under the same fair use policy. Work Automation introduces consumption-based pricing with legacy workitem support for existing customers through contract expiration, while the platform supports multiple currencies (USD, CAD, AUD, NZD, GBP, EUR, BRL, JPY, ZAR) with rates varying accordingly.

Genesys Cloud Agent Copilot is an AI-powered agent assistance platform that integrates Large Language Models to enhance agent productivity and streamline customer service operations throughout the contact lifecycle. The system automates after-call work through intelligent wrap-up code suggestions, conversation summaries, and resolution tracking, while simultaneously providing real-time next-best-action recommendations and customer intent determination during active interactions. The platform's core capabilities include customizable AI Guides developed through AI Studio integration, multi-language support across diverse agent populations, and role-based administrative permissions for controlled access management. Technical architecture encompasses natural language understanding configuration, LLM input management, and token-based pricing for AI processing functions, with interaction summaries retained beyond the standard 10-day period for extended reference and compliance purposes. Administrative functionality provides comprehensive performance analytics dashboards, configurable rules for agent assistance delivery, and granular role-based access controls. Agent-facing features include interactive AI agents, personalized conversation summaries, real-time help options for troubleshooting, answer highlighting capabilities, knowledge article management with segment filtering, agent checklists derived from business instructions, transfer summaries, and knowledge workbench integration. Implementation support encompasses setup prerequisites, licensing availability verification, and detailed configuration procedures for natural language understanding, rule configuration, and queue management. The platform supports multiple communication channels and integrates seamlessly with AI Studio for building customized interactive experiences. Additional system features include intent miner functionality, transparency mechanisms for persistence and generation failures, and comprehensive troubleshooting guidance. Documentation addresses frequently asked questions regarding answer highlighting accuracy, wrap-up code surfacing, channel support specifications, knowledge article filtering, persistence policies, and resolution procedures for failed generation, enabling organizations to optimize customer service delivery while reducing administrative burden on agents

Genesys Cloud's AI Studio is a centralized workbench that enables organizations to build, manage, and deploy AI-powered customer experiences with comprehensive governance and scalability. The platform supports creation of agentic virtual agents capable of reasoning between actions and knowledge for action-oriented interactions, AI Guides that convert business instructions into Virtual Agents through AI prompts, and customizable conversation summaries for agents. Key capabilities include guide creation and publishing, virtual agent preview and deployment, integration with Architect Virtual Agent flows, AI Studio APIs, and permission management tools. The system implements robust governance controls throughout the entire AI lifecycle, with administrators benefiting from a unified environment featuring built-in oversight mechanisms. Genesys Cloud offers configurable summarization capabilities designed for both novice and experienced users, with options ranging from standard summaries for less experienced users to advanced summaries for experienced prompt writers. Users can leverage either the native Genesys large language model engine or integrate third-party LLM summarization services through the Genesys Summarization Connector. Implementation involves installing and configuring the Genesys Summarization Connector, adding external summarization sources to AI Studio, and assigning configurations to Agent Copilot. Feature consumption and costs are managed through Genesys Cloud AI Experience tokens under a token-based pricing model, enabling administrators with visibility into system usage patterns and organizations to monitor and control usage of summarization and other AI capabilities. Agentic virtual agents are noted as a feature coming soon, indicating continued platform expansion

Genesys Cloud provides advanced conversational bots powered by Genesys AI that handle customers like human agents, increasing deflection rates. The Virtual Agent creates personalized self-service interactions using knowledge bases, predefined articles that respond to customer queries. Knowledge authors manage articles, refine search, and view performance in the knowledge workbench. Genesys Dialog Engine Bot Flows allows building bots within Architect and integrating them into Architect call, chat, and message flows, unifying the bot and flow authoring experience. Key features include intents, slots, utterances, confirmations, and learning to build natural language understanding. Architect provides built-in templates, logic, actions, and prompts to customize flows. Advanced features like the Communication Sequence Builder, knowledge, Flow Insights, and intent health improve bot capabilities. Bots leverage AI-powered slots and intent mining to understand customer intents from transcripts. Quick replies, cards, and carousels enable rich media interactions. Architect provides resources to design advanced bots and flows.

Genesys Cloud's conversational AI solution, Genesys Digital Bot Flows, allows you to build bot flows in Architect and then integrate them into message flows, unifying the bot and flow authoring experience. Key capabilities include building digital menus; customizing bots with intents, slots, utterances, and confirmations; leveraging AI-powered slots; testing bot flows; viewing intent health; and integrating virtual agents. The unified bot and flow building experience in Architect provides end-to-end bot development. Genesys Cloud's knowledge workbench allows knowledge authors to create and manage knowledge articles, optimize search, and view knowledge base performance. Knowledge bases contain predefined articles responding to customer queries. Genesys Virtual Agent generates intents and utterances from descriptions to improve conversation understanding. Recommendations for Virtual Agent slot authoring include using AI-powered types and avoiding free form slots. Intent miner analyzes transcripts to detect customer intents, utterances, topics, and phrases importable into digital bot flows. Admins can enable quick replies and cards for structured responses in bot conversations, with guided answers via options, images, titles, text, and, buttons. Carousels allow displaying multiple cards. Other Genesys Cloud resources help design and build bots and flows in Architect.

Genesys Cloud's Virtual Agent is an AI-powered conversational bot system that handles customer interactions across voice and digital channels. The system leverages generative AI to automatically create intents and utterances, enabling natural language understanding in bot flows. Key features include knowledge base content search, automated conversation summaries, wrap-up code generation, and AI-guided interactions. The platform supports personalized self-service interactions to increase deflection rates and offers seamless transfers to human agents when needed. Virtual Agent includes performance analytics through a comprehensive dashboard, AI Studio for guide creation and publishing, and integration with existing bot flows. The system utilizes AI Experience tokens for metering and pricing, supports multiple languages, and allows for both pre-contact optimization and post-contact analysis. Specific capabilities include free-form slot capture, knowledge base article searching, and customizable after-contact settings for improved service continuity.

Genesys Cloud's Virtual Supervisor represents a comprehensive AI-powered solution that transforms interaction analysis and supervisor workflows through automated agent scoring and real-time insights. The system leverages AI capabilities across three core areas: AI Scoring for automated performance evaluations, AI Translate for multi-language transcript conversion, and AI and Insights for detailed interaction analysis. Operating on a metered pricing model, the platform maintains interaction summaries for 10 days and provides extensive analysis of contact reasons, resolutions, action items, and sentiment drivers. The solution integrates seamlessly with Agent Copilot and various complementary features including voice transcription, speech and text analytics, Virtual Agent capabilities, Journey Management, and AI Studio. While Agent Copilot and Virtual Supervisor maintain separate charging structures, the system extends retention beyond the standard period through the interaction details view. The platform supports Virtual Desktop Infrastructure configurations and requires specific permissions, potentially including Speech and Text Analytics integration, to enable supervisors to efficiently manage performance, conduct targeted coaching, and make data-driven decisions for quality management

Genesys Cloud knowledge portal is a self-service support solution that enables customers to search and browse knowledge base articles, chat with bots, or escalate to live agents. The portal integrates with the knowledge workbench to enhance customer experience and reduce contact volume. Key features include knowledge base search functionality, category browsing, chatbot access, and live agent escalation capabilities. Setup involves selecting a knowledge base, configuring the portal within Messenger Configurations, and deploying a deployment snippet to your hosting site. Customization options include welcome/fallback messages, header and background color settings, primary color configuration, top viewed articles display, header background images, category display with custom icons, and the ability to disable functionality or change the knowledge base. The portal improves self-service capabilities while reducing overall customer contacts.

Genesys Cloud's knowledge workbench allows knowledge authors to create and manage knowledge bases with predefined question and answer articles that respond to customer queries. Key capabilities include adding questions and answers to knowledge bases to enable responses to conversations, organizing articles into categories and labels, creating and editing articles for different touchpoints like bots and agents, viewing article analytics, optimizing knowledge bases by improving article quality, and integrating third-party knowledge sources. The knowledge portal presents knowledge articles to customers so they can self-serve and search articles or initiate conversations with bots or agents. The portal provides resources to help design and build bots and bot flows in Architect, including guides on Genesys Cloud AI, adding knowledge to bots, Genesys Dialog Engine, creating bot flows, building digital bots in Architect, and general bot information. Key capabilities covered include leveraging AI, designing conversations and dialog flows, integrating bots with Genesys Cloud, and using Architect to develop bots. The portal aims to provide comprehensive materials to enable building capable and effective bots on the Genesys Cloud platform.

Genesys Cloud Predictive Engagement is an AI-powered customer engagement solution that analyzes website visitor behaviors, predicts desired outcomes, and personalizes engagements to achieve those outcomes. The platform enables organizations to track customer journeys through segmentation, configure engagement actions including web messaging, web chat, and content offers, and integrate workflows with third-party systems and Salesforce through Architect flows. Core technical capabilities include advanced chat routing, tag manager integration with Google Tag Manager and Adobe Launch, JavaScript SDKs for web and mobile journey tracking, and app event APIs for mobile experiences. The solution provides agents with comprehensive customer journey visualization through journey maps, session information, and interaction data accessible within Genesys Cloud CX, enabling informed customer interactions. Implementation requires tracking journey events using segments, outcomes, and attributes; creating actions and action maps; and managing interactions with embedded customer journey information. Web messaging is the recommended engagement channel, though web chat remains available as an alternative. Mobile journey tracking and targeted messaging offers support proactive customer engagement through action maps. Analytics functionality allows contact center managers and supervisors to access live visitor tracking, visitor activity reports, action map performance metrics, and historical journey data integrated into existing Genesys Cloud performance views. The platform supports campaign tracking capabilities, enabling teams to track campaign-related web activity, create leads with campaign attributes, and allow agents to view and update lead information using scripts. The system includes pre-configured settings with defined limits on maximum entities and web tracking entries per organization. Pricing operates on an event-driven model. Genesys Cloud maintains GDPR compliance for Predictive Engagement data and provides detailed glossary and FAQ resources. Organizations using web messaging exclusively should note that certain Predictive Engagement features may not apply to their configuration.

Genesys Cloud's predictive routing leverages machine learning to optimize key performance indicators (KPIs) by intelligently matching interactions with the most suitable available agents across multiple channels including voice, email, asynchronous messaging, third-party messaging platforms, inbound SMS, web messaging, and open messaging. The system incorporates custom KPI configuration, next contact avoidance, workload balancing, and skill matching capabilities to enhance routing efficiency and operational performance. The AI-driven agent selection operates with full transparency while preventing bias by excluding personally identifiable information (PII) from routing decisions. The platform draws from both mandatory and optional data sources to inform intelligent routing with fallback scenario support, ensuring decisions are based on relevant performance metrics rather than demographic factors. Organizations can assess queue benefits through detailed performance reports tracking interaction processing, agent scores, routing methods, and queue impact analysis. Comparison testing is available against standard or bullseye routing methods to evaluate effectiveness and measure ROI. Queue configuration options include timeout settings, mixed media handling, and KPI processing phases to accommodate diverse operational requirements. The platform provides extensive reporting and monitoring capabilities offering visibility into AI model scoring mechanisms and features influencing routing decisions. Users can access information about data sources used in predictive routing decisions and view predictive routing comparison test results, queue performance metrics, queue detail reports, and queue impact assessments through a Queues view. The system implements documented processes for both standard routing and fallback scenarios to ensure consistent interaction handling. Genesys Cloud includes billing and usage tracking functionality, allowing organizations to monitor predictive routing charges and view comprehensive usage summaries to enable ROI analysis. Additional resources support configuration management, permissions administration, and continuous value monitoring to systematically optimize routing strategies and maximize operational efficiency across all customer interaction channels

Genesys Cloud's speech and text analytics features provide automated capabilities to gain insights into customer-agent conversations through sentiment analysis, topic trends, voice transcription, agent empathy analysis, interaction categories, digital transcripts, interaction overview, and more. These insights highlight areas of improvement, recognition, and concern to better understand and serve customers and employees. Key capabilities include analyzing 100% of interactions, discovering topics and phrases of interest, determining customer sentiment, evaluating agent empathy, categorizing interactions, transcribing calls, monitoring audio, and enhancing transcription with dictionary management. The platform enables businesses to uncover deep insights from conversations to boost customer experience.

creation date, and modification date. Data ingestion rules support keyword-based filtering through multiple operators: Post Includes (primary keywords), Post Also Includes (AND operator keywords), Post does not include (exclusion keywords), and advanced search modes using OR operators (matching either condition), Space operators (AND logic), and Dash operators (NOT logic for exclusion). Location-based filtering enables viewing posts from users matching both keyword criteria and specified profile locations. Organizations can create up to 50 data ingestion rules by default, with limits expandable to 100, 250, or 500 through Genesys Support requests. Administrative controls enable comprehensive rule management through the Admin menu under Message > Social Listening, allowing users to create, edit, pause, and delete rules with support for advanced search capabilities. Rule status management includes three options: Active (default, enabling message receipt), Paused (disabling data collection), and System Paused (automatically triggered when reaching platform limits). Data collection is governed by platform-specific limits, with X platform interactions capped at 200,000 posts by default, expandable to 500,000, 1 million, 2 million, 5 million, 10 million, or 25 million posts. Separate limits apply to Facebook, Open social messaging, and Instagram channels. Detailed usage monitoring is available at organization, platform, and topic levels with historical tracking via the Usage History tab, displaying current billing month data collection details and platform-specific or total usage breakdowns by month and year. Administrators can view data usage estimations for X channel rules over the preceding 28 days based on configured keywords and location selections. The system automatically prevents excess data collection through built-in safeguards that pause rules when thresholds are reached. Access requires appropriate Genesys Cloud CX licensing (versions 1-4 or Digital variants), Genesys Cloud CX AI Experience license, AI Experience tokens, and platform-specific permissions for topic and data ingestion rule management. X platform access requires an additional premium channel fee bundle. Topic management capabilities include adding new topics with names up to and optional descriptions, assigning topics to specific divisions, viewing detailed topic information, editing topic parameters, and deleting topics individually or in bulk. When deleting topics, users must manually remove corresponding data ingestion rules, as they do not delete automatically

Genesys Cloud's Automatic Best Method forecasting uses built-in capabilities for data cleanup, pattern detection, and advanced time-series techniques to create highly accurate individual forecasts. It leverages outlier identification, mathematical fixes, and ensemble forecasting to select the optimal combination of over 20 methodologies that minimize error for each forecast. Key capabilities include automated historical data cleanup, calendar effect handling, detecting seasonality and trends, and blending multiple models like ARIMA and moving average into a single ensemble forecast.

Genesys Cloud offers two primary AI experience bundles designed as add-on offerings to enhance artificial intelligence capabilities within Genesys Cloud subscriptions. The Genesys Cloud CX AI Experience for Digital package includes 1,000 digital bot sessions (1,300 for concurrent licensing), 20,000 Predictive Engagement events (26,000 for concurrent licensing), 1,000 predictive routing interactions, unlimited knowledge workbench and support center access, and Agent Assist capabilities for named agents. The standard Genesys Cloud CX AI Experience bundle includes all Digital package features plus an additional 1,000 voice minutes for Dialog Engine Bot Flows. Both bundles provide access to Dialog Engine bot flows, Digital bot flows, Predictive Engagement, predictive routing, knowledge workbench, support center functionality, and exclude third-party AI applications. Implementation requires one of the base licenses: Genesys Cloud CX 2, CX 2 Digital, CX 3, CX 3 Digital, or CX 4, along with appropriate billing permissions (All, Add, and View). Pricing operates on an annual pre-paid basis calculated on an aggregate per-agent basis across multiple currencies. The Genesys Cloud CX AI Experience for Digital is priced at $40 USD/$44 CAD/$52 AUD/$56 NZD/$28 GBP/$32 EUR/160 BRL/7,200 JPY/568 ZAR per agent annually, while the standard CX AI Experience package costs $60 USD/$66 CAD/$78 AUD/$84 NZD/$42 GBP/$48 EUR/240 BRL/7,200 JPY/852 ZAR per agent annually. Volume discounts are available through Customer Success Managers. Individual native AI products are also available for purchase à la carte, and sales representatives can provide additional information regarding specific implementations and volume considerations. The 2024 pricing update reflects branding changes and clarifies aggregate pricing methodology, with this documentation addressing legacy per-invocation rate structures; alternative per-turn/minute metering options are documented separately