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's token-based pricing model enables flexible AI feature consumption across CX 1-4 license tiers, offering comprehensive AI capabilities including Agent Copilot, AI Scoring, Translation, and Insights. The platform provides specific consumption rates for various features, with Voice Bots using 17 minutes per token, Digital Bots consuming 51 sessions per token, and messaging platforms requiring 400 messages per token. Core functionalities include Virtual Agent services, predictive routing, analytics, and social media integration across multiple platforms like Facebook, Instagram, and WhatsApp. Organizations receive free monthly token allocations (250 for named, 350 for concurrent users), with additional tokens available through AppFoundry or Genesys representatives. Pricing is standardized at USD 1.00 per token for month-to-month billing, with specific rates for features like Speech and Text Analytics (30-45 tokens per user) and Virtual Agent sessions (2 sessions per token). Recent platform updates include enhanced social media integration, revised Virtual Agent token charging policies, and updated documentation reflecting the transition from Genesys AI to Genesys Cloud AI branding. Session tracking utilizes billingIDs and end session events, with digital sessions expiring after 72 hours of inactivity.

Genesys Cloud implements a comprehensive fair use policy across multiple product features and license tiers, including Communicate, CX 1-4, and EX. The system allocates resources based on license types and billable users, with features such as BYOC Cloud (6,500 minutes per user), data storage (5GB to 42.5GB), and API calls (10,000 to 180,000). Voice transcription services support both Native and Extended versions, offering capabilities like word-level confidence scores and time stamps, with monthly allocations varying by license tier. Data storage policies encompass policy-based call recordings, digital recordings, transcripts, and screen recordings, with specific items excluded from allocation counts. Basic routing/IVR features include DTMF functionality, language settings, queue transfers, and native ASR/TTS capabilities, with usage tracked through precise session timers. API on-demand services provide 110,000 requests per billable agent monthly, excluding internal authentication operations and consumer-facing digital engagements. BYO SMS messaging allows 400-700 messages per user, with character limits and MMS considerations. Workitem allocations provide 1,800 items per user monthly, while Journey Management offers 20,000 events per user. The system implements overage charges when exceeding allocations, with rates varying by currency and feature. Usage tracking is available through the Billing & Usage page, with specific invoice codes for each service. Recent updates include increased Journey Management event allocations and the addition of Agent Copilot Add-on fair use information. All features maintain non-stackable allocations when overlapping between base licenses and add-ons, with data retention aligned with the Genesys Cloud Agreement duration. The pricing structure accommodates both Named and Concurrent license types, with specific add-on options for Digital, WEM, Agent Assist, and other specialized features.

queue management, and AI Studio integration for creating custom AI Guides and conversation summaries. The platform utilizes AI models and Large Language Models (LLM) for processing, with specific token pricing and billing scenarios. Analytics capabilities include performance dashboards and customizable features. Additional functionalities encompass agent checklists, transfer summaries, and knowledge article management. The system supports interaction details viewing, maintains summaries beyond 10 days, and provides troubleshooting guidance for optimal performance

Genesys Cloud's AI Studio serves as a centralized workbench for building, managing, and deploying AI-powered customer experiences. The platform features AI Guides for creating Virtual Agents through business instruction conversion, customizable conversation summaries for agents, and Agent Copilot capabilities. Administrators can access a unified environment with built-in governance controls and scalability throughout the AI lifecycle. The system uses a tokens-based pricing model to monitor and manage feature consumption. Key components include AI Studio APIs, permission management, guide creation using AI prompts, Virtual Agent flow integration, and configuration assignment tools. The platform ensures consistency while providing intuitive controls for managing AI-driven customer interactions

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 is an AI-powered toolset that enhances supervisor workflows through automated interaction analysis. The system features automated scoring for agent performance evaluation, real-time conversation summaries, and on-demand translation capabilities across multiple languages and channels. Key components include AI Scoring for automated agent assessments, AI Translate for transcript conversion, and AI and Insights which provides comprehensive interaction s highlighting contact reasons, resolutions, action items, and sentiment analysis. The platform reduces manual review requirements while enabling targeted coaching and performance management. Supervisors can access interaction details including customer contact reasons, resolution status, required follow-up actions, and sentiment drivers. The service operates on a metered pricing model with specific considerations for permissions, Speech and Text Analytics (STA) requirements, and evaluation limits. Integration with Agent Copilot allows for shared access to interaction summaries, though these are subject to a 10-day retention period

Genesys Cloud knowledge portal presents knowledge base articles to customers to easily navigate self-service experience. Customers can search articles, browse categories, and chat with bot or agent. It uses knowledge workbench to create enhanced customer experience. Key features are knowledge base integration, search, browsing by categories, chatbot and live agent access. Main use cases are improving self-service and reducing contacts. Setup involves selecting knowledge base, configuring portal under Messenger, and deploying snippet. Customization options include welcome message, display settings, top articles, header background image, and category icons.

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 Predictive Engagement is an AI-powered customer engagement solution from Genesys Cloud that analyzes website visitors' behaviors, predicts desired outcomes, and personalizes engagements to help achieve those outcomes. Key capabilities include visitor tracking, journey segmentation, configurable engagement actions like web messaging, web chat, and content offers, integration workflows, and analytics reporting. It enables web messaging, web chat, tracking visitor journeys, creating personalized action maps, integrating with other systems, providing analytics, customizing tracking, integrating mobile apps, and building third-party integrations. Use cases include personalizing web engagements, optimizing mobile experiences, and enabling customized third-party integrations. Genesys Cloud's Predictive Engagement provides advanced chat routing, integration with tag managers, pre-configured settings, customer journey data for agents, and is priced per event.

Genesys Cloud's predictive routing leverages machine learning to optimize KPIs by matching interactions with the most suitable available agents across voice, email, and asynchronous messaging channels. The system supports third-party messaging, inbound SMS, web messaging, and open messaging platforms. Key features include custom KPI configuration, next contact avoidance, and workload balancing capabilities. The platform offers benefit assessment tools to evaluate queue performance, comparison testing against standard or bullseye routing, and ongoing value monitoring. Queue configuration options include timeout settings, skill matching, and mixed media handling. Performance tracking is available through various reports covering interaction processing, agent scores, routing methods, and queue impact analysis. The AI-driven agent selection process operates transparently, avoiding PII data usage to prevent bias. Data sources for routing decisions can be both mandatory and optional. The system includes fallback routing scenarios and provides detailed billing based on interaction routing usage.

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.

. The system provides detailed usage monitoring capabilities at organization, platform, and topic levels, with historical tracking through the Usage History tab. Data collection is governed by platform-specific limits, notably a 200,000 post cap for X platform interactions, with automatic pausing when limits are reached. Topics serve as organizational folders containing multiple data ingestion rules, which can be configured with specific keywords, operators, and location filters. Administrative controls include comprehensive rule management features accessed through the Admin menu, allowing users to create, edit, pause, and delete rules as needed. Platform-specific configurations support advanced search capabilities, particularly for X platform, where complex keyword combinations can be created using multiple operators. The interface provides clear visibility of rule status, creation dates, and modification history, while maintaining separate tracking for different social media channels. Usage monitoring and data limits are platform-specific, with automatic safeguards preventing excess data collection, particularly for X platform interactions. The system maintains separate tracking for Facebook, Instagram, and Open Messaging channels, with dedicated interfaces for monitoring and managing data collection across all integrated platforms.

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 AI Experience bundle provides additional artificial intelligence (AI) capabilities in Genesys Cloud, upgrading subscriptions to access combined AI experiences like Dialog Engine bot flows, Digital bot flows, Predictive Engagement, predictive routing, knowledge workbench, and support center. The Genesys Cloud CX AI Experience for Digital offers digital bot sessions, Predictive Engagement events, predictive routing interactions, and unlimited knowledge workbench and support center, while the Genesys Cloud CX AI Experience adds voice bot minutes, digital bot sessions, Predictive Engagement events, predictive routing interactions, unlimited knowledge workbench and support center. Customers can purchase these AI experience add-ons to enable more AI functionality, applied to the subscription and assigned to users handling the capabilities. Pricing is annual pre-paid based on named or concurrent users, with Genesys Cloud billing an aggregate price regardless of agent seats purchased. Two CX AI Experience packages are available: Genesys Cloud CX AI Experience for Digital at $40 USD/$44 CAD/$52 AUD/$56 NZD/$28 GBP/$32 EUR/160 BRL/4800 YEN/568 ZAR per agent, and Genesys Cloud CX AI Experience at $60 USD/$66 CAD/$78 AUD/$84 NZD/$42 GBP/$48 EUR/240 BRL/7200 YEN/852 ZAR per agent. Volume discounts are available by contacting a Customer Success Manager. Pricing was updated in 2024 to reflect branding changes and clarify aggregate pricing.