Genesys Cloud – Gemma 4 model for Agent Copilot summaries in regions without Haiku 4.5

In a future release, Genesys Cloud will use Gemma 4 to generate Agent Copilot summaries in regions where Haiku 4.5 on Amazon Bedrock is not available. Administrators can opt in to the latest model in the Agent Copilot configuration. When enabled, Genesys Cloud will use Gemma 4 for Configurable Summaries and Advanced Summaries in applicable regions. This change replaces the deprecated Haiku 3 model and allows organizations in these regions to continue using an updated model for Agent Copilot summarization.

What’s changing

• Updated summarization model – Genesys Cloud will replace the deprecated Haiku 3 model with Gemma 4 for Agent Copilot summarization in regions where Haiku 4.5 on Amazon Bedrock is unavailable.
• Administrator opt-in – Administrators can enable the Use latest model setting in the Agent Copilot configuration to use Gemma 4 in applicable regions.
• Summary support – When enabled, Gemma 4 will generate Configurable Summaries and Advanced Summaries, including on-demand summaries, in applicable regions.

Why this matters

Organizations in regions where Haiku 4.5 is unavailable can use a newer summarization model instead of continuing to rely on the deprecated Haiku 3 model. This change provides continued support for Agent Copilot summarization while keeping summary generation within the applicable Genesys Cloud region.

Action required

Administrators who want to use Gemma 4 for Agent Copilot summaries in applicable regions must enable the Use latest model setting in the Agent Copilot configuration.