FAQs: AI Summary
If an interaction is already summarized by Agent Copilot, will I be charged again for Supervisor Copilot AI Summary and Insights?
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.
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.
Can I have AI Scoring with a CX2 license?
Yes, as long as you have the STA Add-on and Genesys AI tokens.
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 Supervisor Copilot?
You must have AI Experience Tokens to access Supervisor Copilot 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 Supervisor Copilot and Virtual Supervisor billing?
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.
Is there a charge to view summaries already created by Agent Copilot?
No. If summaries, or insights are generated by Agent Copilot, viewing them via Supervisor Copilot does not incur an additional charge.
How are Supervisor Copilot and Virtual Supervisor billed?
Supervisor Copilot and Virtual Supervisor are billed separately.
- 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.