Genesys Cloud – Genesys Cloud Experience Units terminology
| Type | Impact | Action required | Audience | Community link | Aha! link | Announced on (YYYY-MM-DD) | Planned effective date (YYYY-MM-DD) |
|---|---|---|---|---|---|---|---|
| UI/UX | High | Awareness Only | All Users | — | — | 2026-11-03 | - |
Beginning November 6, 2026, Genesys Cloud will rename Genesys Cloud AI Experience Tokens to Genesys Cloud Experience Units.
This change only renames Genesys Cloud AI Experience Tokens. It does not change the value of the units, existing contracts, pricing, capabilities, subscriptions, billing, usage, balances, or entitlements. No contract amendment or invoice reissuance is required. Genesys Cloud AI Experience Tokens will be renamed Genesys Cloud Experience Units.
Genesys Cloud is making this terminology change because the term token is commonly used in the broader AI industry to describe units of text processed by large language models (LLMs). Genesys Cloud Experience Units are not a measure of underlying LLM tokens or compute. The new terminology distinguishes the Genesys Cloud consumption model from that usage of the term token.
FAQs
What is changing?
The name of the consumption model meter is changing from Genesys Cloud AI Experience Tokens to Genesys Cloud Experience Units. This is a terminology change only.
Why is Genesys making this change?
In the broader AI market, token commonly refers to a unit of text processed by an LLM and is often used to measure model usage. Genesys Cloud Experience Units measure consumption of Genesys Cloud capabilities and are not a measure of underlying LLM tokens or compute. The new name makes that distinction clearer.
Does anything about how Experience Units work change?
No. The capabilities included in the offering and how customers consume them remain the same.
Does this change pricing or contract terms?
No. There are no changes to pricing or the commercial model. This naming change does not change either party’s rights or obligations. Existing contracts remain valid, and no amendment or invoice reissuance is required.
Do I need to take any action?
No. No customer action is required.
Where will I see the new name?
Customers will see Genesys Cloud Experience Units in:
- Invoices
- Usage and billing views and usage reports
- Genesys Cloud product pages, the pricing page, the Resource Center, and AppFoundry listings
- Genesys marketing, enablement, and partner materials
My quote, order form, or contract says “AI Experience Tokens.” Is it still valid?
Yes. Existing quotes, order forms, contracts, and renewals remain valid. References to AI Experience Tokens in existing documents refer to Genesys Cloud Experience Units.
Will my invoice look different?
Invoices generated after the change takes effect will use the new Genesys Cloud Experience Units name.
Will my usage history or balance be affected?
No. Existing usage, balances, and entitlements carry over unchanged.
Are Experience Units only for AI capabilities?
No. Genesys Cloud Experience Units cover capabilities across AI and beyond. They represent a commercial consumption model for Genesys Cloud customer experience capabilities rather than consumption of a particular underlying technology.
Who can I contact with questions?
Contact your Genesys account team or Customer Success Manager.
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