AI Guides overview

Genesys Cloud AI Guides is a feature that enables business users to design agentic, AI-powered Virtual Agents using natural language—without needing to write complex logic or code.

Guides help teams deliver faster, more adaptive customer experiences in the following ways:

Use natural language instructions to build conversational flows that reflect real customer journeys.
Dynamically adapt to customer context and intent, improving self-service outcomes.
Blend structured flow logic with the power of AI to support predictable interactions.
Supports task completion, data gathering, and hand-offs to human agents within conversations.
Enable rapid iteration and testing, so teams can update experiences without developer support.
Integrate seamlessly into existing Virtual Agent flows in Architect, ensuring consistency and control.

Get started with Guides

Pricing policy

Genesys Cloud AI Experience tokens help you monitor and manage feature consumption and offer flexibility for changing business needs. AI Guides consume tokens for each interaction session and for each guide created. For more information, see Genesys Cloud tokens-based pricing model.

How to use Guides

Add the required license and permissionsClick to expand

Step 1: Create a guideClick to expand

Step 2: Edit instructions and publish the guideClick to expand

Step 3: Connect the guide to your Virtual Agent flowClick to expand

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