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 AI Experience provides conversational AI capabilities on a single platform, including predictive routing, social media ingestion, outbound messaging, speech and text analytics, virtual agents, and messaging. Genesys Cloud tokens-based pricing model allows flexibility to consume these AI capabilities. New customers obtain access to Genesys Cloud AI and tokens by default. Existing customers can order tokens via AppFoundry or their Genesys representative. Each product consumes a specified number of tokens based on usage. For example, an Agent Assist named user requires 25 tokens per month. Tokens renew monthly and unused tokens do not carry over. Key details: Genesys Cloud provides free token allocations and tokens are priced at $1 USD month-to-month. Genesys Cloud includes other AI-powered capabilities that compliment platform features, such as Genesys Cloud AI Experience Orchestration. These products do not consume Genesys Cloud AI Experience tokens.

Genesys Cloud offers a fair use policy for various product features across all the license tiers and license types. You can use up to the fair use amounts allocated by each of the licenses consumed per month. In the case of add-ons, the base license tier and applicable add-ons are summed together. Fair use allocations are based upon the greater of your commit or your actual usage within a month. If you exceed your provided allocation in a month, you are billed an overage charge.

Genesys Cloud's Genesys Agent Copilot enhances communication between agents and customers by determining customer intent and providing relevant next best actions. It offers assistance in after-call work and provides conversation summaries, reasons for contact, resolutions, and wrap-up code suggestions. Key capabilities include setting up prerequisites, managing permissions and roles, increasing wrap-up code accuracy, purchasing AI Experience tokens for billing, leveraging AI models and large language models, accessing in-session help options, and analyzing performance with dashboards.

Genesys Cloud AI Studio is a centralized workbench within Genesys Cloud designed to build, manage, and deploy AI-powered customer experiences. The features provide administrators with a unified, intuitive environment that ensures consistency, scalability, and built-in governance throughout the AI lifecycle. AI Studio includes key features like AI Guides to build AI Guides and convert business instructions into Virtual Agents, and Customizable Summaries to customize conversation summaries for agents. It uses Genesys Cloud AI Experience tokens to help monitor and manage feature consumption through a tokens-based pricing model

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 building bot flows in Architect and integrating 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 advanced virtual agents powered by Genesys AI. 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. Additional Genesys Cloud resources help design and build bots and flows in Architect.

Genesys Virtual Agent is an advanced conversational bot powered by Genesys AI that can handle customers like a human agent, enabling more personalized and helpful self-service interactions to increase deflection rates. It supports voice and digital bot flows and uses generative AI to automatically generate intents and utterances for enhanced natural language understanding. Key capabilities include searching knowledge base articles to produce relevant responses in digital bots, summarizing conversations and applying wrap-up codes, and executing AI Guides published in AI Studio to guide customers through flows. Upgrading enables these AI capabilities to create faster, smarter bots that better meet customer needs.

Genesys Cloud's Virtual Supervisor and Supervisor Copilot are AI-powered tools that provide automated interaction scoring, insights, summaries, and translations to enhance supervisor workflows for more efficient monitoring, coaching, and decision-making. Key capabilities include automatically evaluating agent interactions, generating actionable insights to highlight improvements, summarizing interactions to accelerate understanding, and translating conversations in real-time. These features help supervisors more effectively support agents, focus on coaching, understand multilingual conversations, and make informed decisions.

of the key points from the text, following the specified output rules: Genesys Cloud knowledge portal presents knowledge base articles to customers to easily navigate self-service experience. Customers can search articles, browse categories, and chat with bot or agent. It uses knowledge workbench to create enhanced customer experience. Key features are knowledge base integration, search, browsing by categories, chatbot and live agent access. Main use cases are improving self-service and reducing contacts. Setup involves selecting knowledge base, configuring portal under Messenger, and deploying snippet. Customization options include welcome message, display settings, top articles, header background image, and category icons.

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 Predictive Engagement is an AI-powered customer engagement solution from Genesys Cloud that analyzes website visitors' behaviors, predicts desired outcomes, and personalizes engagements to help achieve those outcomes. Key capabilities include visitor tracking, journey segmentation, configurable engagement actions like web messaging, web chat, and content offers, integration workflows, and analytics reporting. It enables web messaging, web chat, tracking visitor journeys, creating personalized action maps, integrating with other systems, providing analytics, customizing tracking, integrating mobile apps, and building third-party integrations. Use cases include personalizing web engagements, optimizing mobile experiences, and enabling customized third-party integrations. Genesys Cloud's Predictive Engagement provides advanced chat routing, integration with tag managers, pre-configured settings, customer journey data for agents, and is priced per event.

of the key points from the given text, following the specified output rules: Genesys Cloud predictive routing enables using machine learning to optimize key performance indicators by matching each interaction with the best available agent. It currently supports voice, email, and asynchronous messages like third-party messaging, SMS, web messaging, and open messaging. It provides an overview, getting started guides, instructions on configuring queues and activating routing, details on agent selection and data usage, and information on billing. Key features include benefit assessment, comparison testing, custom KPI configuration, and transparent scoring to avoid bias.

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.

Genesys Cloud's Social Listening feature allows creating topics to ingest social media data from platforms like Facebook, Twitter, and Instagram. Administrators can add topics, view usage, and manage associated ingestion rules. Rules filter posts by keywords, locations, and platforms to pull relevant data. Administrators can create, edit, delete, pause, and validate rules. Key capabilities include ingesting targeted social media data, monitoring usage, managing topics and rules, and controlling data flow. Use cases include social listening, analytics, monitoring, and integration with Genesys Cloud.

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 AI Experience bundle provides additional artificial intelligence (AI) capabilities in Genesys Cloud, upgrading subscriptions to access combined AI experiences like Dialog Engine bot flows, Digital bot flows, Predictive Engagement, predictive routing, knowledge workbench, and support center. The Genesys Cloud CX AI Experience for Digital offers digital bot sessions, Predictive Engagement events, predictive routing interactions, and unlimited knowledge workbench and support center, while the Genesys Cloud CX AI Experience adds voice bot minutes, digital bot sessions, Predictive Engagement events, predictive routing interactions, unlimited knowledge workbench and support center. Customers can purchase these AI experience add-ons to enable more AI functionality, applied to the subscription and assigned to users handling the capabilities. Pricing is annual pre-paid based on named or concurrent users, with Genesys Cloud billing an aggregate price regardless of agent seats purchased. Two CX AI Experience packages are available: Genesys Cloud CX AI Experience for Digital at $40 USD/$44 CAD/$52 AUD/$56 NZD/$28 GBP/$32 EUR/160 BRL/4800 YEN/568 ZAR per agent, and Genesys Cloud CX AI Experience at $60 USD/$66 CAD/$78 AUD/$84 NZD/$42 GBP/$48 EUR/240 BRL/7200 YEN/852 ZAR per agent. Volume discounts are available by contacting a Customer Success Manager. Pricing was updated in 2024 to reflect branding changes and clarify aggregate pricing.