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 implements a comprehensive token-based pricing model for AI features across its CX 1-4 license tiers, providing organizations with monthly token allocations of 250 tokens for named users and 350 tokens for concurrent users. The platform delivers AI capabilities including Agent Copilot, AI Scoring, Translation, Virtual Agent services, predictive routing, and analytics across seven service tiers, with consumption rates precisely defined by feature type and usage pattern.

Genesys Cloud implements a comprehensive fair use policy across multiple product features and license tiers (Communicate, CX 1-4, and EX) that allocates resources based on license types and billable users. The platform offers differentiated allocations for Named, Concurrent, Hourly Interacting, and Hourly Logged In license types with varying limits for core and add-on features including BYOC Cloud (1,000-6,500 minutes per user), data storage (17.5-55.25 GB), basic routing/IVR (500-5,525 APIs), API on-demand (10,000-234,000 calls monthly), voice transcription (100-3,900 minutes), BYO SMS messaging (300-700 messages per user), workitem allocations (1,800 items per user monthly), and Journey Management events (20,000-26,000 per user). BYOC Cloud overage charges are assessed at $0.00120 per minute per call, calculated in 1/10th of a minute (6-second) intervals and rounded up, with charges applied only when usage exceeds the monthly fair use allocation included with named user plans. Data storage fair use covers policy-based call recordings, digital recordings/transcripts, screen recordings, and historical execution data, with overage charges of $0.25/GB USD for usage exceeding monthly allocations calculated at 25GB per billable agent. Basic routing/IVR fair use allocations are measured by session timers recording duration from flow initiation to completion, with overage charges of approximately $0.01 USD per minute when usage exceeds allocations, while in-queue call flows are excluded from calculations. API on-demand allocations are tiered by license type and billable agents, with each CX 2 agent receiving 110,000 API requests monthly; overage charges apply at $0.0001 USD per request. Exceptions include API requests for internal authentication and consumer-facing digital engagement features like Web Messaging and Knowledge Search, which are not billable. Voice transcription is available across all license tiers with voice features, providing word-level confidence scores, timestamps, and participant information, with overage charges at $0.01 USD per minute (varying by currency). Legacy voice transcription remains available until August 26, 2025, and the policy differentiates between voicemail notifications and ACD interactions for Speech and Text Analytics, Agent Assist, and Agent Copilot features. BYO SMS/MMS messaging fair use applies across multiple license tiers with specific monthly allocations per seat; messages exceeding character limits (160 for GSM, 70 for Unicode) are split into segments and counted separately, while MMS messages are counted by individual images. Overage charges apply at $0.002 USD per message (varying by currency) for both sent and received messages. Workitems and Journey Management events receive per-user monthly allowances, with workitems charged at $0.04 USD per overage item and Journey Management events at $0.0010 USD per event, with committed overage tiers available for negotiation. All allocations are non-stackable when overlapping between base licenses and add-ons, with monthly allocations tracked through the Billing & Usage page and specific invoice codes for each service. Usage is calculated by counting billable users per license tier and applying per-user allowances, with data retention aligned to the Genesys Cloud Agreement duration. The pricing structure applies exclusively to BYOC Cloud solutions with no additional Edge charges, and WhatsApp inbound calls are treated as BYOC Cloud calls under the same fair use policy. Work Automation introduces consumption-based pricing with legacy workitem support for existing customers through contract expiration, while the platform supports multiple currencies (USD, CAD, AUD, NZD, GBP, EUR, BRL, JPY, ZAR) with rates varying accordingly.

Genesys Cloud Agent Copilot integrates AI and Large Language Models to deliver intelligent assistance capabilities that transform agent productivity and customer service delivery. The platform automates after-call work through intelligent wrap-up code suggestions, conversation summaries, and resolution tracking, while providing real-time next-best-action recommendations and customer intent determination during live interactions. Key features include customizable AI Guides built through AI Studio integration, multi-language support, role-based administrative permissions, and queue management configuration that enables organizations to tailor the system to their specific operational needs. The platform's technical architecture encompasses natural language understanding configuration, AI model and LLM input management, and token-based pricing for AI processing functions, with interaction summaries retained beyond 10 days for extended reference. Comprehensive setup and configuration documentation covers prerequisites, licensing availability, and deployment best practices, ensuring smooth implementation across organizations of varying sizes. Administrative capabilities include performance analytics dashboards, rule configuration for agent assistance, and role-based access controls that maintain security while enabling appropriate system usage. Agent-facing features enhance daily operations through interactive AI agents, personalized conversation summaries, help options for troubleshooting, answer highlighting, and knowledge article management with segment filtering. The system supports agent checklists developed from business instructions, transfer summaries, and knowledge workbench integration alongside related Copilot features like intent miner. Additional functionality addresses FAQs regarding persistence and generation failures, providing transparency around system behavior. Together, these capabilities optimize customer service delivery, reduce administrative burden on agents, and enhance agent-customer communication through intelligent, context-aware assistance throughout the contact lifecycle

Genesys Cloud's AI Studio is a centralized workbench that enables organizations to build, manage, and deploy AI-powered customer experiences with comprehensive governance and scalability. The platform supports creation of agentic virtual agents capable of reasoning between actions and knowledge for action-oriented interactions, AI Guides that convert business instructions into Virtual Agents through AI prompts, and customizable conversation summaries for agents. Key capabilities include guide creation and publishing, virtual agent preview and deployment, integration with Architect Virtual Agent flows, AI Studio APIs, and permission management tools. The system implements robust governance controls throughout the entire AI lifecycle, with administrators benefiting from a unified environment featuring built-in oversight mechanisms. Genesys Cloud offers configurable summarization capabilities designed for both novice and experienced users, with options ranging from standard summaries for less experienced users to advanced summaries for experienced prompt writers. Users can leverage either the native Genesys large language model engine or integrate third-party LLM summarization services through the Genesys Summarization Connector. Implementation involves installing and configuring the Genesys Summarization Connector, adding external summarization sources to AI Studio, and assigning configurations to Agent Copilot. Feature consumption and costs are managed through Genesys Cloud AI Experience tokens under a token-based pricing model, enabling administrators with visibility into system usage patterns and organizations to monitor and control usage of summarization and other AI capabilities. Agentic virtual agents are noted as a feature coming soon, indicating continued platform expansion

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 you to build bot flows in Architect and then integrate 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 virtual agents. 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. Other Genesys Cloud resources help design and build bots and flows in Architect.

Genesys Cloud's Virtual Agent is an AI-powered conversational bot system that handles customer interactions across voice and digital channels. The system leverages generative AI to automatically create intents and utterances, enabling natural language understanding in bot flows. Key features include knowledge base content search, automated conversation summaries, wrap-up code generation, and AI-guided interactions. The platform supports personalized self-service interactions to increase deflection rates and offers seamless transfers to human agents when needed. Virtual Agent includes performance analytics through a comprehensive dashboard, AI Studio for guide creation and publishing, and integration with existing bot flows. The system utilizes AI Experience tokens for metering and pricing, supports multiple languages, and allows for both pre-contact optimization and post-contact analysis. Specific capabilities include free-form slot capture, knowledge base article searching, and customizable after-contact settings for improved service continuity.

Genesys Cloud's Virtual Supervisor represents a comprehensive AI-powered solution that transforms interaction analysis and supervisor workflows through automated agent scoring and real-time insights. The system leverages AI capabilities across three core areas: AI Scoring for automated performance evaluations, AI Translate for multi-language transcript conversion, and AI and Insights for detailed interaction analysis. Operating on a metered pricing model, the platform maintains interaction summaries for 10 days and provides extensive analysis of contact reasons, resolutions, action items, and sentiment drivers. The solution integrates seamlessly with Agent Copilot and various complementary features including voice transcription, speech and text analytics, Virtual Agent capabilities, Journey Management, and AI Studio. While Agent Copilot and Virtual Supervisor maintain separate charging structures, the system extends retention beyond the standard period through the interaction details view. The platform supports Virtual Desktop Infrastructure configurations and requires specific permissions, potentially including Speech and Text Analytics integration, to enable supervisors to efficiently manage performance, conduct targeted coaching, and make data-driven decisions for quality management

Genesys Cloud knowledge portal is a self-service support solution that enables customers to search and browse knowledge base articles, chat with bots, or escalate to live agents. The portal integrates with the knowledge workbench to enhance customer experience and reduce contact volume. Key features include knowledge base search functionality, category browsing, chatbot access, and live agent escalation capabilities. Setup involves selecting a knowledge base, configuring the portal within Messenger Configurations, and deploying a deployment snippet to your hosting site. Customization options include welcome/fallback messages, header and background color settings, primary color configuration, top viewed articles display, header background images, category display with custom icons, and the ability to disable functionality or change the knowledge base. The portal improves self-service capabilities while reducing overall customer contacts.

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 Cloud Predictive Engagement is an AI-powered customer engagement solution that analyzes website visitor behaviors, predicts desired outcomes, and personalizes engagements to achieve those outcomes. The platform enables organizations to track customer journeys through segmentation, configure engagement actions including web messaging, web chat, and content offers, and integrate workflows with third-party systems and Salesforce through Architect flows. Core technical capabilities include advanced chat routing, tag manager integration with Google Tag Manager and Adobe Launch, JavaScript SDKs for web and mobile journey tracking, and app event APIs for mobile experiences. The solution provides agents with comprehensive customer journey visualization through journey maps, session information, and interaction data accessible within Genesys Cloud CX, enabling informed customer interactions. Implementation requires tracking journey events using segments, outcomes, and attributes; creating actions and action maps; and managing interactions with embedded customer journey information. Web messaging is the recommended engagement channel, though web chat remains available as an alternative. Mobile journey tracking and targeted messaging offers support proactive customer engagement through action maps. Analytics functionality allows contact center managers and supervisors to access live visitor tracking, visitor activity reports, action map performance metrics, and historical journey data integrated into existing Genesys Cloud performance views. The platform supports campaign tracking capabilities, enabling teams to track campaign-related web activity, create leads with campaign attributes, and allow agents to view and update lead information using scripts. The system includes pre-configured settings with defined limits on maximum entities and web tracking entries per organization. Pricing operates on an event-driven model. Genesys Cloud maintains GDPR compliance for Predictive Engagement data and provides detailed glossary and FAQ resources. Organizations using web messaging exclusively should note that certain Predictive Engagement features may not apply to their configuration.

Genesys Cloud's predictive routing leverages machine learning to optimize key performance indicators (KPIs) by intelligently matching interactions with the most suitable available agents across multiple channels including voice, email, asynchronous messaging, third-party messaging platforms, inbound SMS, web messaging, and open messaging. The system incorporates custom KPI configuration, next contact avoidance, workload balancing, and skill matching capabilities to enhance routing efficiency and operational performance. The AI-driven agent selection operates with full transparency while preventing bias by excluding personally identifiable information (PII) from routing decisions. The platform draws from both mandatory and optional data sources to inform intelligent routing with fallback scenario support, ensuring decisions are based on relevant performance metrics rather than demographic factors. Organizations can assess queue benefits through detailed performance reports tracking interaction processing, agent scores, routing methods, and queue impact analysis. Comparison testing is available against standard or bullseye routing methods to evaluate effectiveness and measure ROI. Queue configuration options include timeout settings, mixed media handling, and KPI processing phases to accommodate diverse operational requirements. The platform provides extensive reporting and monitoring capabilities offering visibility into AI model scoring mechanisms and features influencing routing decisions. Users can access information about data sources used in predictive routing decisions and view predictive routing comparison test results, queue performance metrics, queue detail reports, and queue impact assessments through a Queues view. The system implements documented processes for both standard routing and fallback scenarios to ensure consistent interaction handling. Genesys Cloud includes billing and usage tracking functionality, allowing organizations to monitor predictive routing charges and view comprehensive usage summaries to enable ROI analysis. Additional resources support configuration management, permissions administration, and continuous value monitoring to systematically optimize routing strategies and maximize operational efficiency across all customer interaction channels

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.

across integrated social media platforms including X, Facebook, Instagram, Open Messaging, and Google Business Profile. The system requires appropriate licensing including Genesys Cloud CX (versions 1-4 or Digital variants), Genesys Cloud CX AI Experience license, AI Experience tokens, and platform-specific permissions, with X platform access requiring an additional premium channel fee bundle. Users access Social Listening Topics through Admin > Message > Social Listening, where they can create up to 10 topics per integration with 50-character name limits and optional descriptions assigned to divisions. The Social Listening Topics page displays topic names, associated platforms, number of data ingestion rules, creation dates, and modification dates, enabling users to add, view, edit, and delete topics through the interface. A critical operational consideration is that deleting a social listening topic does not automatically remove corresponding data ingestion rules, requiring manual deletion to maintain system integrity. Data ingestion rules are configured at the topic level, allowing organizations to create up to 50 rules total with keyword-based filtering through Post Includes (primary keywords), Post Also Includes (AND operator keywords), and Post does not include (exclusion keywords) fields. The X platform supports advanced search capabilities using OR operators (matching either condition), Space operators (AND logic), and Dash operators (NOT logic), enabling complex keyword combinations such as "Apple OR #apple" combined with "iPhone OR #iPhone" excluding "fruits OR #fruits." Facebook, Instagram, and Google Business Profile integrations require selecting a single integration per rule to fetch data from user-owned sources, while Open Messaging channels require selection of an external source. Google Business Profile rules additionally require configuration of both a Google Business Profile integration and an Open Messaging external source connection. Location-based filtering is available to match posts from users with identical profile locations plus keyword matches. Rule status management includes three options: Active (default, enabling message receipt), Paused (disabling data collection), and System Paused (automatically triggered when rules reach the 200,000 post limit for the X channel). The 200,000 post limit applies exclusively to the X channel and does not apply to Facebook, Open social messaging, or Instagram channels. The system automatically stops data fetching upon reaching this threshold and resets limits at the next cycle. Detailed usage monitoring is available at organization, platform, and topic levels through the Usage History tab, which provides historical tracking and options to view data from specific months and years. Administrators can obtain X data ingestion rule estimations for the preceding 28 days based on configured keywords and location selections to forecast expected data volume. Administrative controls enable comprehensive rule management through the Admin menu, allowing users to create, edit, pause, and delete rules with support for advanced search capabilities. The interface displays rule status, creation dates, and modification history while maintaining separate tracking across all integrated channels. Built-in safeguards automatically prevent excess data collection through system-level controls.

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 offers two primary AI experience bundles designed as add-on offerings to enhance artificial intelligence capabilities within Genesys Cloud subscriptions. The Genesys Cloud CX AI Experience for Digital package includes 1,000 digital bot sessions (1,300 for concurrent licensing), 20,000 Predictive Engagement events (26,000 for concurrent licensing), 1,000 predictive routing interactions, unlimited knowledge workbench and support center access, and Agent Assist capabilities for named agents. The standard Genesys Cloud CX AI Experience bundle includes all Digital package features plus an additional 1,000 voice minutes for Dialog Engine Bot Flows. Both bundles provide access to Dialog Engine bot flows, Digital bot flows, Predictive Engagement, predictive routing, knowledge workbench, support center functionality, and exclude third-party AI applications. Implementation requires one of the base licenses: Genesys Cloud CX 2, CX 2 Digital, CX 3, CX 3 Digital, or CX 4, along with appropriate billing permissions (All, Add, and View). Pricing operates on an annual pre-paid basis calculated on an aggregate per-agent basis across multiple currencies. The Genesys Cloud CX AI Experience for Digital is priced at $40 USD/$44 CAD/$52 AUD/$56 NZD/$28 GBP/$32 EUR/160 BRL/7,200 JPY/568 ZAR per agent annually, while the standard CX AI Experience package costs $60 USD/$66 CAD/$78 AUD/$84 NZD/$42 GBP/$48 EUR/240 BRL/7,200 JPY/852 ZAR per agent annually. Volume discounts are available through Customer Success Managers. Individual native AI products are also available for purchase à la carte, and sales representatives can provide additional information regarding specific implementations and volume considerations. The 2024 pricing update reflects branding changes and clarifies aggregate pricing methodology, with this documentation addressing legacy per-invocation rate structures; alternative per-turn/minute metering options are documented separately