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Genesys Cloud Copilot AI actions overview

Genesys Cloud subscribers can add Genesys Cloud Copilot to their subscription. Charges for Genesys Cloud Copilot are based on the number of AI actions Genesys Cloud Copilot uses to complete the requested tasks.

An AI action is an atomic operation that an AI agent performs using an API or a tool. Each step required to complete a task counts as a separate AI action.

AI action types

  • Knowledge actions: Retrieve answers from curated sources, such as the Genesys Cloud Resource Center.
  • Read actions: Retrieve information about users, queues, or roles .
  • Write actions: Create or update system entities.
  • Analytical actions: Aggregate or interpret data to generate insights.
Note: Knowledge actions do not generate charges.

Action scaling considerations

Genesys Cloud counts AI actions per atomic operation. The exact number of AI actions required to complete a task depends on the user request (the prompt) and the user context. Genesys Cloud Copilot determines the number of AI actions dynamically for each per request. When a request involves multiple entities (for example, multiple users), the number of actions typically scale linearly because each entity requires its own set of read and write operations.

For example, to assign a role to one user based on their name requires two actions (one to find the user by name, and one to assign the role to that user). To assign the same role to four users requires eight actions (two actions for each of the four users).

When available, batch operations can reduce the number of actions by allowing multiple entities to be handled in a single AI action. However, prerequisite steps such as validation and lookup may still occur per entity.

Example use cases

Use casePromptActionsTotal AI actions
Knowledge questionHow do I create a work type?
  1. Query Genesys Cloud Resource Center.
1 (no charge)
Assign a role to a userAdd Agent Copilot role to Jane Doe.
  1. Find the user by name.
  2. Find the role by name.
  3. Assign the role to the user.
3
Assign a role to multiple users (two users)Assign Agent Copilot role to John Doe and Adam Smith.
  1. Find the role by name (once).
  2. Find the user by name (per user).
  3. Assign the role to the user (per user).
5
Add multiple users to a queue (four users)Add John Doe, Jane Doe, Joe Bloggs, and Adam Smith to the Support queue.
  1. Find the user by name (per user).
  2. Find the queue by name (once).
  3. Assign all users to the queue (once).
6
Analytics insightWhich virtual agents performed worst last week?
  1. Resolve “last week” into a date range.
  2. Analyze the results.
2
Send recognitionSend a recognition to John Doe with the type “Thank you” and the title “Thank you for closing that important sale!”.
  1. Find the user by name.
  2. Send the recognition.
2