AI-generated summary
Genesys Cloud's Agent Assist is an AI-powered platform feature that delivers real-time support to agents during customer interactions by automatically and manually surfacing relevant information from assigned knowledge bases. The system provides agents with potential answers to customer questions, conversation summarization capabilities, wrap-up code assistance, and best practices guidance to enhance interaction quality and efficiency.
Setup and configuration require establishing login authentication through an identity provider, creating dedicated Agent Assist roles, and assigning these roles to users across the organization. The platform supports multiple user roles—including agents, administrators, developers, supervisors, and partners—each with role-specific access and capabilities tailored to their operational needs.
Key operational capabilities include automatic response surfacing that proactively suggests answers during conversations, manual knowledge base searching for agent-initiated queries, and feedback mechanisms that allow agents to rate responses and improve system accuracy over time. The system also provides conversation summarization and wrap-up code assistance to streamline post-interaction documentation.
Comprehensive analytics and performance monitoring are available through dedicated dashboards that track knowledge base activities, query performance metrics, and usage patterns comparing automatic versus manual assistance. These analytics enable organizations to inspect system effectiveness and identify optimization opportunities.
As of June 9, 2025, Genesys Cloud discontinued support for Agent Assist through AI Experience Tokens, with availability and pricing now managed through standard Genesys Cloud licenses and the pricing hub. Additional platform integration options include knowledge workbench configuration, canned responses integration, and complementary Genesys Cloud features such as Background Assistant and Copilot agent recognition tools.