Understand Genesys Agent Copilot AI models, LLM input and AWS region mapping

Genesys uses a combination of Genesys native and AWS Bedrock models, depending on the feature, use case, and dialect.

Note: Large language model (LLM) tokens are not the same as Genesys Cloud AI Experience tokens. For more information about Genesys Cloud AI Experience tokens and pricing, see Genesys Cloud AI Experience tokens metering and pricing.

Genesys Agent Copilot AI models and LLM input

Genesys Agent Copilot uses a combination of Genesys native and AWS Bedrock models, depending on the feature, use case, and dialect.

Language support and AI models used in Agent Copilot features Click to expand

Language	Region	Language tag	Knowledge surfacing	Knowledge surfacing answer highlight	Intent-based NBA	Summarization	Advanced summarization	Wrap-up code prediction
English	Australia	en-AU	Genesys Native	Genesys Native	Genesys Native	Token input < 6000: Genesys Native Token input > 6000: AWS Bedrock	Token input < 6000: Genesys Native Token input > 6000: AWS Bedrock	Token input < 6000: Genesys Native Token input > 6000: AWS Bedrock
	Great Britain	en-GB	Genesys Native	Genesys Native	Genesys Native	Token input < 6000: Genesys Native Token input > 6000: AWS Bedrock	Token input < 6000: Genesys Native Token input > 6000: AWS Bedrock	Token input < 6000: Genesys Native Token input > 6000: AWS Bedrock
	United States	en-US	Genesys Native	Genesys Native	Genesys Native	Token input < 6000: Genesys Native Token input > 6000: AWS Bedrock	Token input < 6000: Genesys Native Token input > 6000: AWS Bedrock	Token input < 6000: Genesys Native Token input > 6000: AWS Bedrock
Dutch	Netherlands	nl-NL	Genesys Native	AWS Bedrock*	Genesys Native	AWS Bedrock	AWS Bedrock*	AWS Bedrock
French	Canada	fr-CA	Genesys Native	AWS Bedrock*	Genesys Native	AWS Bedrock	AWS Bedrock*	AWS Bedrock*
French	France	fr-FR	Genesys Native	AWS Bedrock*	Genesys Native	AWS Bedrock	AWS Bedrock*	AWS Bedrock*
German	Germany	de-DE	Genesys Native	AWS Bedrock*	Genesys Native	AWS Bedrock	AWS Bedrock*	AWS Bedrock*
Italian	Italy	it-IT	Genesys Native	AWS Bedrock*	Genesys Native	AWS Bedrock	AWS Bedrock*	AWS Bedrock*
Japanese	Japan	jp-JP	Genesys Native	AWS Bedrock*	Genesys Native	AWS Bedrock	AWS Bedrock*	AWS Bedrock*
Portuguese	Brazil	pt-BR	Genesys Native	AWS Bedrock*	Genesys Native	AWS Bedrock	AWS Bedrock*	AWS Bedrock*
Portuguese	Portugal	pt-PT	Genesys Native	AWS Bedrock*	Genesys Native	AWS Bedrock	AWS Bedrock*	AWS Bedrock*
Spanish	United States	es-US	Genesys Native	AWS Bedrock*	Genesys Native	AWS Bedrock	AWS Bedrock*	AWS Bedrock*
Spanish	Spain	es-ES	Genesys Native	AWS Bedrock*	Genesys Native	AWS Bedrock	AWS Bedrock*	AWS Bedrock*

* Roadmap

Bedrock region mapping

The following table lists the AWS region mappings where Genesys Cloud uses Bedrock models.

Bedrock region mappingClick to expand

Genesys region	Mapped to Bedrock Region for Summarization	Mapped to Bedrock Region for Answer Highlight and Generation
us-east-1	us-east-1	us-east-1
sa-east-1	sa-east-1	sa-east-1
me-central-1	eu-west-3	eu-central-1
eu-west-2	eu-west-2	eu-west-2
eu-west-1	eu-west-3	eu-west-1
eu-central-1	eu-central-1	eu-central-1
eu-central-2	eu-central-2	eu-central-2
usw2	usw2	usw2
cac1	ca-central-1	ca-central-1
ap-southeast-2	ap-southeast-2	ap-southeast-2
ap-south-1	ap-south-1	ap-south-1
ap-northeast-1	ap-northeast-1	ap-northeast-1
ap-northeast-2	ap-northeast-2	ap-northeast-2
ap-northeast-3	ap-northeast-3	ap-northeast-1

Tokens overview

Tokens represent segments of text, like parts of words, spaces, or punctuation. The API processes input and breaks that input down into tokens, which do not always align with whole words. Some key approximations include:

One token equals approximately four characters in English
One token equals approximately ¾ of a word
100 tokens equal approximately 75 words

Or:

1–2 sentences equal approximately 30 tokens
One paragraph equals approximately 100 tokens
1,500 words equal approximately 2048 tokens

For example, a popular saying like “Carpe diem” might have 10 tokens. A company’s vision statement could be about 500 tokens. A classic poem, such as “The Road Not Taken” might contain around 1,700 tokens.

Language differences

Tokenization varies by language. For instance, “Bonjour tout le monde,” which means “Hello everyone” in French, contains five tokens, despite being just 19 characters. Non-English texts may require more tokens, which impact API costs.

How tokens generate

The API converts words into tokens based on their context, processes them, and then translates the tokens back into readable text. The same word may split into different tokens, depending on its placement. For instance, the word “blue” could have a different token if it appears with a trailing space or starts with a capital letter.

Examples:

The token for “blue” with a trailing space might be “4321.”
The token for “Blue” (capitalized with a space) could be “4521.”
The token for “Blue” (capitalized at the start) might be “5000.”

Common tokens have lower values. Punctuation, like commas, tends to have a consistent token ID due to its frequent use. Words may have different token IDs based on their case or position in a sentence.

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