Genesys Cloud FedRAMP Region – Improved Genesys Cloud AI model

In a future release, Genesys Cloud will update the underlying AI models used across several AI-powered capabilities to improve performance, accuracy, and responsiveness.

What’s changing

Genesys Cloud will upgrade associated services to newer models.

These updates are expected to provide:

• Faster response times.
• Improved accuracy and quality of outputs.
• Better performance for real-time AI use cases.

Offerings impacted

This update applies to the following AI-powered offerings:

• Agent Copilot
• Virtual Supervisor
• Virtual Agent

Within these offerings, improvements can impact:

• Interaction summarization
• AI insights, including reason for sentiment
• Knowledge answer generation and answer highlight
• Natural language understanding (NLU)
• Real-time guidance and recommendations

What this means for you

• No action is required.
• Existing configurations and workflows continue to operate as expected.
• You may notice improvements in response quality, speed, and consistency.

Genesys Cloud continues to evolve its AI capabilities to provide improved experiences while maintaining reliability, scalability, and security.