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 CX 1-4 license tiers, providing access to capabilities including Agent Copilot, AI Scoring, Translation, Virtual Agent services, predictive routing, analytics, and messaging channels. Named users receive 250 monthly tokens while concurrent users receive 350 tokens, with allocations renewing monthly without carryover and pricing ranging from USD 1.00 to JPY 120 per token depending on currency. Token consumption varies significantly by feature type. Voice bots consume 1 token per 17 minutes, digital bots consume 1 token per 51 sessions, and Virtual Agent sessions require 2 tokens per session (or 1 token for Agentic Virtual Agent, increasing to 1.2 tokens on May 14, 2026). Agent Copilot requires 40-60 tokens depending on user type, while Speech and Text Analytics require 30-45 tokens. Additional features include AI Scoring (20 evaluations per token), AI Translate (2 translations per token), AI and Insights (50 summaries per token with no charge when used with Agent Copilot), messaging channels (400 inbound/outbound messages per token across Apple Messages for Business, Facebook Messenger, Instagram Direct Messaging, WhatsApp, and X Direct Messaging), Predictive Routing (1 token per 17 routed interactions), and Genesys Cloud Copilot (20 AI actions per token, with no charge for knowledge queries). Core AI capabilities include Agent Copilot, AI Scoring, AI Translate, AI and Insights, Virtual Agent, Agentic Virtual Agent, AI Guides, and Speech and Text Analytics. Digital engagement features encompass voice and digital bots, messaging channels, Predictive Engagement (which incurs no token charges), Predictive Routing, and Social Listening. Virtual Agent sessions are defined by unique billing IDs and terminate through flow exits, disconnections, transfers, timeouts, or agent escalations. When interactions utilize multiple AI resources, billing charges reflect the highest-tier resource consumed. New customers receive default access to Genesys Cloud AI and AI Experience tokens, while existing customers can order through AppFoundry or their Genesys representative. Deprecated AI Experience Bundles will be removed upon renewal. The platform provides a feedback mechanism for users to report documentation helpfulness and includes related resources covering AI capabilities, add-ons, pricing structures, and fair use policies

Genesys Cloud implements a comprehensive fair use policy across multiple product features and license tiers (Communicate, CX 1-4, CX Digital variants, and EX) that allocates resources based on billable users and license types to manage consumption-based pricing. The policy applies to core features including BYOC Cloud (1,000-6,500 minutes per user at $0.00120 per minute overage), data storage (17.5-55.25 GB per billable agent at $0.25/GB overage), basic routing/IVR (500-5,525 APIs at approximately $0.01 per minute overage), API on-demand (10,000-234,000 calls monthly at $0.0001 per request overage), voice transcription (100-5,000 minutes depending on tier and type at $0.01 per minute overage), BYO SMS messaging (300-700 messages per user at $0.002 per message overage), workitems (1,800 items per user monthly at $0.04 per overage item), Journey Management events (20,000-26,000 per user at $0.0010 per event overage), and outbound dialing campaigns ($0.005 per call overage). Fair use allocations are calculated by multiplying billable users by per-user allowances for each license tier and type (Named, Concurrent, Hourly Interacting, and Hourly Logged In). Allocations are determined based on the greater of committed or actual monthly usage, with base license and add-on allocations summed together; however, allocations remain non-stackable when overlapping, meaning only the higher allocation applies. Monthly allocations are pooled across all users in an organization and tracked through the Billing & Usage page, with unused minutes or requests not rolling over to subsequent months. Specific feature policies include BYOC Cloud charges applied exclusively to BYOC Cloud solutions with billing commencing when calls are answered and continuing until disconnection, calculated in 1/10th of a minute intervals rounded up. Data storage calculations exclude archived items, user ad hoc recordings, Collaborate chats, voicemails, and transcripts of policy-based calls, while including policy-based call recordings, digital recordings or transcripts with attachments, and screen recordings. Basic routing/IVR session timers measure flow duration from initiation to completion, excluding in-queue call flows, with usage tracked to the millisecond. Voice transcription services provide confidence scores, timestamps, and participant information; legacy offerings cannot be ordered as of August 26, 2025, though existing customers retain access. Voice transcription offerings are mutually exclusive—only one approach per organization is supported. SMS messages exceeding character limits (160 for GSM, 70 for Unicode) are segmented with each segment counted separately, while MMS messages count individual images separately. API on-demand requests generated by Genesys Cloud for internal authentication or basic software operation, and requests from consumer-facing clients for Digital engagement features such as Web Messaging, Co-browsing, and Knowledge Search are exempt from authorization requirements and fair use calculations. Work Automation introduces consumption-based pricing with fair use provisions for existing licensed customers through contract expiration. Outbound dialing campaign fair use limits will be enforced beginning July 20, 2026, or as specified in individual contracts, with call attempts including all dialing outcomes except invalid phone numbers, time zone restrictions, and policy-based skips. Organizations exceeding monthly allocations incur overage charges billed at rates varying by currency, with committed overage tiers available for negotiation to reduce per-unit rates. Usage can be monitored through the Billing & Usage page or estimated using feature-specific calculators. Overage charges appear on invoices as specific line items corresponding to each feature category. Data retention is permitted for the duration of the Genesys Cloud Agreement, with screen recording archival limited to one year. The policy was consolidated and updated through February 17, 2025, with ongoing refinements including increased Journey Management event allocations and decreased overage charges across currencies as of September 2024.

Genesys Cloud Agent Copilot is an AI-powered platform that integrates Large Language Models to enhance agent productivity and customer service delivery across the complete 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 encompasses comprehensive administrative capabilities including performance analytics dashboards, rule configuration for agent assistance, and role-based access controls that enable granular permission management. Agent-facing features include interactive AI agents, personalized conversation summaries, customizable AI Guides through AI Studio integration, agent checklists derived from business instructions, transfer summaries, and integrated knowledge article management with segment filtering capabilities. Technical infrastructure includes natural language understanding configuration, AI model and LLM input management, and token-based pricing for AI processing functions. Interaction summaries are retained beyond the standard 10-day period for extended reference purposes. The platform supports answer highlighting, troubleshooting assistance options, and knowledge workbench integration to facilitate agent support during customer interactions. Deployment capabilities encompass multi-language support for diverse organizational environments and configurable queue management to accommodate organizational customization requirements. Genesys Cloud provides extensive documentation addressing deployment best practices, natural language understanding optimization, and operational guidance regarding data persistence, wrap-up code accuracy, knowledge article filtering, and interaction detail visibility. The implementation framework includes licensing availability information, configuration procedures for natural language understanding and rules, queue setup protocols, and multi-language deployment options. Comprehensive support resources are available through community forums, frequently asked questions addressing common implementation questions, and analytics capabilities for inspecting Copilot performance metrics and characteristics.

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.

can be created by default, expandable to 100, 250, or 500 through administrator approval, with each rule supporting advanced filtering capabilities including keyword-based searches with Boolean operators and location-based filtering. The platform supports data collection across multiple social channels with varying capacity parameters. X platform interactions are capped at 200,000 posts by default with expansion options up to 25 million posts, while Facebook, Instagram, Google Business Profile, and Open Messaging channels operate without post limits. Rule status management includes three states: Active (continuous message receipt), Paused (stopped data collection), and System Paused (automatically triggered at platform limits). When data ingestion rules reach capacity thresholds, the system automatically pauses collection and resets limits at the beginning of the next cycle. Administrative controls are accessible via Admin > Message > Social Listening, enabling users to create, edit, pause, and delete rules and topics. Each social listening topic displays metadata including name, associated platforms, number of data ingestion rules, creation date, and modification date. Data ingestion rules require platform-specific configuration: X platform rules support keyword-based filtering with Boolean operators (AND, OR, NOT) and geographic location targeting; Facebook and Instagram rules require selection of specific integrations; Google Business Profile rules require both integration and Open Messaging external source selection. The platform provides 10 restricted content category toggles to prevent unsuitable workplace media escalation to agents. Data usage metrics are accessible through the Social data usage panel, displaying current billing month information with platform-level and topic-level breakdowns, plus historical data by month and year. Administrators can view data ingestion estimations for X channel rules based on the preceding 28 days, calculated according to configured keywords and location selections. Access requires Genesys Cloud CX licensing (versions 1-4 or Digital variants), Genesys Cloud CX AI Experience license, AI Experience tokens, and platform-specific permissions. X platform access requires an additional premium channel fee bundle. The platform implements granular role-based permissions across multiple social channels with Add, Delete, Edit, and View capabilities at both individual and organizational levels. Existing customers can order tokens via AppFoundry or through their Genesys representative, with X access available through a premium channel fee bundle added via subscription amendment or future AppFoundry self-service. Associated data ingestion rules must be manually deleted when removing topics, as deletion does not cascade 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