FAQs: Agent Copilot

No. If Agent Copilot is enabled for an interaction and already generates a summary, Supervisor Copilot AI Summary & Insights uses that same summary without generating additional cost. You are not billed twice for the same interaction.

Genesys Cloud supports an API that disables segment-based filtering for Genesys Cloud Knowledge Base content when accessed via Agent Copilot. This API provides automatic suggestions, manual search, autocomplete, and answer highlighting. AI-generated responses surface knowledge regardless of segmentation filters. For more information, see The Genesys Cloud Developer Center.

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.

Yes, agent and evaluation centered evaluation daily limits (50 per day), apply to both regular and AI driven evaluations.  

Yes, as long as you have the STA Add-on and Genesys AI tokens.

Yes, if you intend to use AI scoring to evaluate calls. AI Scoring requires interactions to be transcribed.

You must have AI Experience Tokens to access Supervisor Copilot features. Also, you must have either STA, WEM or GC3.

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.

No. Assigning Supervisor Copilot permissions does not trigger charges. Charges are consumption-based. For example, you are charged when summaries or insights are generated, when an interaction is translated, and when an interaction is evaluated with a form that has questions enabled with AI Scoring.

No. If summaries, or insights are generated by Agent Copilot, viewing them via Supervisor Copilot does not incur an additional charge.