This article explains the Genesys Cloud tokens-based pricing model and describes how Genesys bills customers for use of Genesys Cloud AI Experience capabilities. The process involves two concepts:

1. How Genesys converts usage into tokens. Each AI feature has its own conversion rules.
2. How tokens appear on your invoice, including why the rate that appears can differ from the contracted rate.

Step 1: Understand the conversion method for Genesys Cloud AI Experience capabilities

Genesys Cloud uses a token-based pricing model for most AI capabilities. Genesys first measures usage in feature-specific units and then converts that usage into tokens.

The rate of conversion to tokens differs for each Genesys Cloud AI feature; for example, Genesys Virtual Agents convert tokens based on usage volume in minutes or sessions, Genesys Agent Copilots convert tokens based on users, and AI Studio summaries convert tokens based on number of generated summaries and insights. For more information and to view published rates, see Genesys Cloud tokens-based pricing model.

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This example uses voice bots, which more clearly demonstrate how runtime minutes convert to tokens and then reconcile to charges on the invoice.

Step 2: Determine your fair use allowance

Every Genesys Cloud organization, not per license, receives a monthly fair use allocation of AI tokens, based on license type.

• Named orgs = 250 tokens per month (per org)
• Concurrent orgs = 350 tokens per month (per org)

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Here, the customer is a Named organization and their monthly allowance is 250 tokens, which equals 4,250 minutes of voice bot usage.

Step 3: Review actual usage

The customer’s usage report shows 15,912 total billed minutes of virtual agent (voice bot) runtime for the month. Genesys always bills overage charges monthly, in arrears, regardless of whether the contract is monthly or annual.

Step 4: Convert usage (minutes) to tokens

Genesys converts usage minutes into AI tokens.

Step 5: Reconcile usage against your allowance

The next step is to compare actual usage to your fair use allowance and determine your overage.

Step 6: Apply the overage rate

To continue the example, the published rate for this United States customer is $1 per token.

To calculate your overage, multiply overage minutes by month-to-month pricing.

Step 7: How charges appear on your invoice

Instead of showing the contracted $1 per token rate, Genesys spreads the total charge across all used tokens, including fair use tokens with a $0 rate. In our example, notice that the number of tokens is 936, fair use plus overage, and not 677, overage only.

The invoice calculates the rate as follows, and displays the details on the invoice. 

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On your invoice, the rate column can differ from the published rate, but Genesys reconciles the total charges back to your usage and the fair use policy.

Prepay option for AI tokens

You can also prepay for Genesys Cloud AI Experience tokens. Prepaid tokens appear on the invoice as AI Experience Tokens – Prepay, and the rate per token matches the services order. 

Customers can prepay for tokens on a monthly or annual basis. Prepaid tokens differ from usage-based billing, where Genesys bills charges monthly in arrears and the invoice rate shows an average across all usage.

Key takeaways

• AI features use token-based pricing with published conversion rules.
• AI capabilities convert to tokens at specific rates for that capability. For example, voice bots convert at 17 minutes = 1 token.
• Every organization receives access to a fair use token allocation (250 named, 350 concurrent). If you currently use the deprecated AI Experience bundle or deprecated discrete Genesys Cloud AI products, Genesys removes these products upon your renewal and provides access to Genesys Cloud tokens.
• If monthly usage exceeds allocation and any prepaid commitment, then Genesys bills overages at the published rate for each country, monthly in arrears. If usage stays within the fair use allowance, no invoice line appears.
• The invoice Rate column shows the averaged rate across all tokens consumed, including the fair use allocation, not the published rate. This method is similar to BYOC Cloud billing.
• Prepaid tokens show up separately at the services order rate.

Still have questions?

The bottom of your invoice includes links to the Genesys Fair Use Policy and Genesys Cloud billing resources. These articles explain in detail how allowances and overages are calculated so that you can verify your charges at any time.

You can also contact the Genesys billing team at ask.finance@genesys.com.