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FAQs: Virtual Supervisor

Can AI Experience Tokens be used with AI Insights and AI Summaries?

Yes. AI Experience Tokens can be used to enable AI Insights. Users with the appropriate permissions can access AI-generated summaries and AI Insights without requiring a WEM or STA add-on license.

What happens to AI-generated summaries if the interaction recording is deleted?

If the interaction recording is deleted, the associated AI-generated summary is also removed because the summary is derived from the interaction recording and transcript.

Does AI Scoring require a transcript?

Yes. AI Scoring requires an interaction transcript.

What licenses are required to use AI Scoring?

AI Scoring currently requires:

  • A Genesys Cloud CX 2 license or higher
  • A WEM add-on license
  • AI Experience Tokens

Is an interaction charged multiple times when an AI-generated summary is viewed more than once?

No. After an AI-generated summary is created for an interaction, the interaction is not charged again when the summary is viewed multiple times, including when it is accessed through APIs.

Do users need a WEM or STA add-on license to view AI-generated summaries?

No. Access to AI-generated summaries is controlled by permissions, not by WEM or STA add-on licenses. Users with the appropriate permissions can view AI-generated summaries after they are created.

Can users access AI Insights without a WEM or STA add-on license?

Yes. Once AI Insights is enabled, users with the appropriate permissions can access AI Insights without a WEM or STA add-on license.

Do AI Summaries and AI Insights require a Workforce Engagement Management (WEM) or Speech and Text Analytics (STA) add-on license?

To enable AI Insights on the Programs page, you need the following permissions:

  • Speech & Text Analytics > Program > View, Edit, Publish
  • SpeechAndTextAnalytics > InsightsSettings > Edit

These permissions are available with the AI Experience Tokens SKU. Administrators who configure AI Insights require an STA add-on license. AI Summaries and AI Insights are subject to on-demand processing fees as described in the Genesys Cloud Tokens Model.

Do permissions affect Virtual Supervisor billing?

No. Assigning Virtual Supervisor permissions does not trigger charges. Charges are consumption-based. For example, you are charged when summaries or insights are generated, when an interaction is translated, and when an interaction is evaluated with a form that has questions enabled with AI Scoring.

How is Virtual Supervisor billed?

  • AI Summary and Insights – Billing occurs only when summaries or insights are generated, not when they are viewed or retrieved via API. Charges are based on Genesys AI Tokens, where 1 token = 50 summaries and insights.
  • AI Translate – Billing occurs when an interaction transcript is translated from one language to another. Charges are based on Genesys AI tokens where 1 token = 2 interaction translated.
  • AI Scoring – Billing occurs when an interaction is scored with an evaluation form that has questions enabled with AI Scoring. Charges are based on Genesys AI tokens where 1 token = 20 evaluation analyzed with AI Scoring.

What does Virtual Supervisor include?

Virtual Supervisor includes:

  • AI Scoring
  • AI Summary and insights
  • AI Translate

For more information, see: .