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FAQs: AI Summary

If an interaction is already summarized by Agent Copilot, will I be charged again for Virtual Supervisor’s AI Summary and Insights?

No. If Agent Copilot is enabled for an interaction and already generates a summary, Virtual Supervisor’s AI Summary & Insights uses that same summary without generating additional cost. You are not billed twice for the same interaction.

Is there a charge to generate Supervisor Copilot summary for interactions that were already summarized by Agent Copilot?

Genesys Cloud will not double-bill for summaries when an interaction has already been summarized by Agent Copilot, even if the AI Insights toggle is also enabled and a conversation summary is generated.

For more information, see About Virtual Supervisor and Copilot.

Do the existing evaluation limits apply to AI Scoring driven evaluations? 

Yes, agent and evaluation centered evaluation daily limits (50 per day), apply to both regular and AI driven evaluations. The limit can be increased on an individual customer basis to either 100 or 200 per day, by creating a customer care ticket with this request.

Is STA (Speech and Text Analytics) required for AI Scoring? 

Yes, if you intend to use AI scoring to evaluate calls. AI Scoring requires interactions to be transcribed.

What is required to enable AI Scoring?

To use Virtual Supervisor AI Scoring, your organization must have Speech and Text Analytics, Quality Management, and AI Experience Tokens enabled.

How is AI Summary and Insights enabled? 

AI Insights can be turned on at the Program level. Only interactions tied to queues, or flows mapped to the specific program will be processed.

Do permissions affect Virtual Supervisor billing?

No. Assigning Virtual Supervisor permissions does not trigger charges. Charges are consumption-based. For example, you are charged when summaries or insights are generated, when an interaction is translated, and when an interaction is evaluated with a form that has questions enabled with AI Scoring.

Is there a charge to view summaries already created by Virtual Supervisor?

No. If summaries, or insights are generated by Agent Copilot, viewing them via Virtual Supervisor does not incur an additional charge.

How is Virtual Supervisor billed?

  • AI Summary and Insights – Billing occurs only when summaries or insights are generated, not when they are viewed or retrieved via API. Charges are based on Genesys AI Tokens, where 1 token = 50 summaries and insights.
  • AI Translate – Billing occurs when an interaction transcript is translated from one language to another. Charges are based on Genesys AI tokens where 1 token = 2 interaction translated.
  • AI Scoring – Billing occurs when an interaction is scored with an evaluation form that has questions enabled with AI Scoring. Charges are based on Genesys AI tokens where 1 token = 20 evaluation analyzed with AI Scoring.

What does Virtual Supervisor include?

Virtual Supervisor includes:

  • AI Scoring
  • AI Summary and insights
  • AI Translate

For more information, see: AI scoring best practices.