FAQs: Speech and text analytics

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

Q: What does a sentiment score of 100 represent?
A: A score of 100 is not a goal or KPI, it’s a signal of an exceptional emotional experience, and it indicates:

• The customer expressed multiple strong positive sentiments, like delight, gratitude, or praise.
• There was no negative sentiment detected during the interaction.

Q: Is it realistic to aim for a score of 100?
A: Not really. This score reflects emotionally impactful experiences, not to imply that every good interaction should score 100. Most effective, respectful interactions will score below that and still be considered excellent.

Q: So what should I aim for instead?
A: Focus on ensuring that:

• The interaction is appropriate for the context. Don’t force positive sentiment where it’s not relevant.
• In emotionally charged conversations, strive for a positive Sentiment Trend and expressions of empathy, especially toward the end.
• In purely transactional interactions, clarity, speed, and resolution may be more important than emotional tone.
• Regardless of tone, the customer should feel heard, respected, and that their issue was addressed.

Q: What’s the difference between sentiment score and sentiment trend?
A: These two metrics answer different questions:

• Sentiment score reflects how the customer felt overall, with greater weight given to their emotions at the end of the interaction. It’s a normalized weighted average of all sentiment events during the conversation.

• Sentiment trend measures how the customer’s emotional state changed over time. It calculates the difference between average sentiment at the beginning and at the end, divided by two.

Q: How should I read specific sentiment scores?
A:

• Score of 60: A lightly positive interaction. This might reflect a single positive phrase later in the call, with no major emotional highs or lows.
• Score of 80: A more sustained positive interaction. Typically, multiple positive events occurred, especially later in the call.
• Score of 100: Extremely rare. Indicates a peak emotional experience—several clear positive expressions (like praise or delight) and no negativity.

Q: What does the sentiment trend tell me?
A: It captures the emotional trajectory of the customer:

• A positive trend indicates emotional improvement.
• A negative trend may suggest increasing frustration—even if the overall score is high.

Examples:

• Score 60 + Trend +30 = Emotional improvement, mild to positive.

• Score 80 + Trend +5 = Consistently positive.

• Score 80 + Trend -20 = Started well but declined—pay attention!

For more information about fomula calculation, see Sentiment Score Formula, and Sentiment Trend Formula.

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. STA, along with WEM, Agent Copilot, and GC3/GC4 license tiers, provide transcription minutes under the Fair Use policy.

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.

If no queues, of flows are assigned to a program, no insights or summaries will be generated, and therefore billing will not occur.