FAQs: AI Summary
If an interaction is already summarized by Agent Copilot, will I be charged again for Virtual Supervisor’s AI Summary and Insights?
No. If Agent Copilot is enabled for an interaction and has already generated a summary, Virtual Supervisor’s AI Summary & Insights will reuse that same summary at no additional cost. You are not billed twice for the same interaction.
Is there a charge to generate Supervisor Copilot summary for interactions that were already summarized by Agent Copilot?
Genesys Cloud will not double-bill for summaries when an interaction has already been summarized by Agent Copilot, even if the AI Insights toggle is also enabled and a conversation summary is generated.
For more information, see About Virtual Supervisor and Copilot.
Do the existing evaluation limits apply to AI Scoring driven evaluations?
Yes, agent and evaluation centered evaluation daily limits (50 per day), apply to both regular and AI driven evaluations. The limit can be increased on an individual customer basis to either 100 or 200 per day, by creating a customer care ticket with this request.
Is STA (Speech and Text Analytics) required for AI Scoring?
Yes, if you intend to use AI scoring to evaluate calls. AI Scoring requires interactions to be transcribed.
Is the STA (Speech and Text Analytics) Add-On required for Virtual Supervisor?
You must have AI Experience Tokens to access Virtual Supervisor features. Also, you must have either STA, WEM or GC3.
How is AI Summary and Insights enabled?
AI Insights can be turned on at the Program level. Only interactions tied to queues, or flows mapped to the specific program will be processed.
Do permissions affect Virtual Supervisor billing?
No. Assigning Virtual Supervisor permissions does not incur any charges.
Billing is entirely consumption-based. Charges apply only when the system performs AI-driven actions. For example, when summaries or insights are generated, when an interaction is translated, or when an interaction is evaluated using a form with AI Scoring–enabled questions.
Is there a charge to generate Virtual Supervisor summary for interactions that were already summarized by Agent Copilot?
No. If summaries, or insights are generated by Agent Copilot, viewing them via Virtual Supervisor does not incur an additional charge.
How is Virtual Supervisor billed?
- AI Summary and Insights – Billing occurs only when summaries or insights are generated, not when they are viewed or retrieved via API. Charges are based on Genesys AI Tokens, where 1 token = 50 summaries and insights.
- AI Translate – Billing occurs when an interaction transcript is translated from one language to another. Charges are based on Genesys AI tokens where 1 token = 2 interaction translated.
- AI Scoring – Billing occurs when an interaction is scored with an evaluation form that has questions enabled with AI Scoring. Charges are based on Genesys AI tokens where 1 token = 20 evaluation analyzed with AI Scoring.
What does Virtual Supervisor include?
Virtual Supervisor includes:
- AI Scoring
- AI Summary and insights
- AI Translate
For more information, see: AI scoring best practices.