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 CX 1-4 license tiers and Digital Add-on II, with monthly allocations of 250 tokens for named users and 350 tokens for concurrent users provided at no charge. Token pricing ranges from USD 1.00 to JPY 120 per token depending on currency, with consumption rates varying significantly by feature type. Token consumption is metered across multiple AI capabilities: voice bots consume 1 token per 17 minutes of usage, digital bots consume 1 token per 51 sessions, Virtual Agent sessions require 2 tokens per session (with Agentic Virtual Agent consuming 1 token per session, increasing to 1.2 tokens on May 14, 2026), Agent Copilot requires 40-60 tokens depending on user type, and Speech and Text Analytics require 30-45 tokens. Additional features include AI Scoring (20 evaluations per token), AI Translate (2 translations per token), AI and Insights (50 summaries per token, with no charge when integrated with Agent Copilot), messaging channels (400 inbound/outbound messages per token across Apple Messages for Business, Facebook Messenger, Instagram Direct Messaging, WhatsApp, and X Direct Messaging), Predictive Routing (1 token per 17 routed interactions), AI Guides (1 token per guide created), and Genesys Cloud Copilot (20 AI actions per token, with no charge for knowledge queries). Virtual Agent sessions are billed per billingID representing a single session across any channel and length, delimited by end session events including flow exits, disconnections, transfers, timeouts, or agent escalations. When interactions utilize multiple AI resources, billing reflects the highest-tier resource consumed. Monthly allocations renew without carryover, and new customers receive default access through AI Experience tokens while existing customers can order through AppFoundry or their Genesys representative. Legacy conversation-based pricing applies for Facebook, Instagram, and WhatsApp for organizations not yet transitioned to token-based pricing. Deprecated AI Experience Bundles and discrete AI products are removed upon renewal, with customers able to contact representatives to transition to token-based licensing. Detailed pricing information is available through the Genesys Cloud pricing hub, with support available from Genesys representatives for pricing inquiries.

Genesys Cloud implements a comprehensive consumption-based pricing model with fair use allocations across multiple product features and license tiers (Communicate, CX 1-4, CX Digital variants, and EX) that manages resource allocation and billing for various billable user types including Named, Concurrent, Hourly Interacting, and Hourly Logged In users. The platform establishes specific monthly per-user allocations for core features including BYOC Cloud (49-6,500 minutes at $0.00120 per minute overage), data storage (0.17-55.25 GB at $0.25/GB overage), basic routing/IVR (17-5,525 minutes at approximately $0.01 per minute overage), API on-demand (73-234,000 calls monthly at $0.0001 per request overage), voice transcription (100-5,000 minutes at $0.01 per minute overage), BYO SMS messaging (300-700 messages at $0.002 per message overage), workitems (1,800 items monthly at $0.04 per overage item), Journey Management events (20,000-26,000 at $0.0010 per event overage), and outbound dialing campaigns ($0.005 per call overage). Monthly allocations are pooled across all users and tracked through the Billing & Usage page, with unused allocations not rolling over and non-stackable allocations applying only the higher tier when overlapping. Organizations exceeding allocations incur tiered overage charges, with committed overage tiers available for negotiation. Feature-specific policies define billing mechanics including BYOC Cloud charges applying exclusively to answered calls measured in 1/10th minute intervals, data storage exclusions for archived items and certain recordings, SMS segmentation for character limits, and API request exemptions for internal authentication and consumer-facing Digital engagement services. Voice transcription services offer native and extended options with confidence scores, timestamps, and participant identification, with only one approach supported per organization. The platform distinguishes between standard Voice Transcription and Legacy Voice Transcription offerings, with Legacy Voice Transcription ordering discontinued as of August 26, 2025. Work Automation has transitioned to consumption-based pricing aligned with workitem usage and now supports Case Management capabilities, with existing licensed customers retaining fair use allocations until contract expiration. The fair use policy applies to all license tiers (Communicate, Genesys Cloud CX 1-4, and Genesys Cloud EX), select add-ons (Digital, WEM, Agent Assist, Work Automation, Agent Copilot, Journey Management, Speech and Text Analytics, and Outbound dialing campaigns), and license types (Named, Concurrent, and Hourly). Monthly allocations are calculated based on the greater of committed or actual usage, with combined allocations for base licenses and applicable add-ons. Usage exceeding allocated amounts incurs overage charges billed according to applicable currency rates (USD, CAD, AUD, NZD, GBP, EUR, BRL, JPY, ZAR). Recent updates include increased Journey Management event allocations and reduced overage charges as of September 2024, with outbound dialing campaigns fair use limits enforcement beginning July 20, 2026. Organizations can monitor usage through the Billing & Usage page or feature-specific calculators, track actual consumption, adjust retention policies (with screen recording archival limited to one year), and negotiate committed overage tiers with account teams. AI Experience tokens receive separate monthly allocations, while certain products and features qualify for free allocation. BYOC Cloud fair use allocations are calculated per user per month based on the number of billable users of each license type, with billing commencing when a call is answered and continuing until disconnection. WhatsApp inbound calls are treated identically to BYOC Cloud calls under the same fair use policy. No additional physical or virtual Edge charges apply. Data storage fair use policy counts policy-based call recordings, digital recordings and transcripts with attachments, screen recordings, and historical execution data toward allocated storage, while archived items, ad hoc user recordings, collaborate chats, voicemails, and transcripts of policy-based recordings do not count toward allocation. Genesys Cloud retains data for the duration of the service agreement term. Basic routing and IVR features—including DTMF, language settings, queue transfers, audio playback, decision trees, menus, external data dips, and native ASR/T

Genesys Cloud Agent Copilot is an AI-powered platform that integrates Large Language Models to enhance agent productivity and customer service delivery across the complete contact lifecycle. The system automates after-call work through intelligent wrap-up code suggestions, conversation summaries, and resolution tracking, while simultaneously providing real-time next-best-action recommendations and customer intent determination during active interactions. The platform encompasses comprehensive administrative capabilities including performance analytics dashboards, rule configuration for agent assistance, and role-based access controls that enable granular permission management. Agent-facing features include interactive AI agents, personalized conversation summaries, customizable AI Guides through AI Studio integration, agent checklists derived from business instructions, transfer summaries, and integrated knowledge article management with segment filtering capabilities. Technical infrastructure includes natural language understanding configuration, AI model and LLM input management, and token-based pricing for AI processing functions. Interaction summaries are retained beyond the standard 10-day period for extended reference purposes. The platform supports answer highlighting, troubleshooting assistance options, and knowledge workbench integration to facilitate agent support during customer interactions. Deployment capabilities encompass multi-language support for diverse organizational environments and configurable queue management to accommodate organizational customization requirements. Genesys Cloud provides extensive documentation addressing deployment best practices, natural language understanding optimization, and operational guidance regarding data persistence, wrap-up code accuracy, knowledge article filtering, and interaction detail visibility. The implementation framework includes licensing availability information, configuration procedures for natural language understanding and rules, queue setup protocols, and multi-language deployment options. Comprehensive support resources are available through community forums, frequently asked questions addressing common implementation questions, and analytics capabilities for inspecting Copilot performance metrics and characteristics.

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 enable organizations to create sophisticated customer interaction experiences through multiple integrated capabilities and channels. The platform's core bot functionality is built on Genesys Dialog Engine Bot Flows, which are constructed within Architect and seamlessly integrated into call, chat, and message flows, unifying bot and flow authoring for administrators and contact center managers. The Virtual Agent leverages knowledge bases and predefined articles to respond to customer queries, with knowledge authors managing content and monitoring performance through the knowledge workbench. Bot flows incorporate natural language understanding through intents, slots, utterances, confirmations, and learning capabilities, while advanced features such as Communication Sequence Builder, Flow Insights, and intent health analysis enhance overall bot functionality and performance monitoring. Key technical capabilities include AI-powered slots for dynamic data capture, intent mining functionality that analyzes chat, messages, and transcripts to identify customer intents and utterances, and rich media support through quick replies, cards, and carousels. The platform supports multiple conversational interface elements including clickable buttons, quick replies, cards, and carousels, with API specifications available through the postUtterance endpoint for implementation. Configuration and management features enable setting default event handling behavior, selecting supported languages, managing user input, and organizing data resources within flows. Architect provides built-in templates, logic, actions, and prompts for customization, alongside comprehensive resources for designing advanced bots including capabilities for custom slot types, utterance mapping, testing, and data passing between bots and flows. The platform is PCI DSS-compliant, supports multiple languages for secure deployment, and includes third-party text-to-speech engine integration. These capabilities collectively enable organizations to build customized, knowledge-enhanced bot flows that leverage artificial intelligence to improve customer engagement and increase self-service deflection rates.

Genesys Cloud's Genesys Digital Bot Flows is a comprehensive conversational AI solution that enables organizations to build, deploy, and manage sophisticated bot experiences through a unified authoring interface within Architect. The platform supports end-to-end bot development by integrating digital menus, customizable intents, slots, utterances, and confirmations into message flows, creating a seamless bot and flow authoring experience. The solution provides multiple slot type options including built-in variants, AI-powered slots, custom lists, dynamic lists, regular expressions, and timeslot configurations to accommodate diverse interaction requirements. Bot flows can be tested and monitored through intent health tools that analyze training utterance performance and provide recommendations for improvement. The platform includes the Genesys Virtual Agent for generating intents and utterances from descriptions, and Intent Miner for analyzing transcripts to identify customer intents, utterances, and importable phrases that enhance bot capabilities. Rich media support enables structured customer interactions through quick replies, cards with images and buttons, and carousel functionality for displaying multiple card options. Administrators can configure default event handling behavior, select supported languages, manage user input parameters, and view flow dependencies. The platform supports multiple conversational interface elements including clickable buttons, quick replies, cards, and carousels, with API specifications available through the postUtterance endpoint for developers implementing interactive components. Advanced capabilities include the Communication Sequence Builder for customized output, Flow Insights for monitoring action execution frequency, and data passing between bots and external systems. The knowledge workbench enables creation and management of knowledge articles while optimizing search processes and monitoring knowledge base performance. Third-party text-to-speech engines are supported, though current implementations are not PCI DSS-compliant; best practice recommends avoiding their use in secure call flows, with compliance planned for future releases. Comprehensive documentation and resources support bot design and development, including regular expression language references, DTMF integration capabilities, core bot concepts, Architect functionality, and guidance on importing mined intents into bot workflows. The platform collectively enables administrators and developers to build, test, optimize, and deploy sophisticated bot solutions within the Genesys Cloud ecosystem.

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 is an AI-powered solution that streamlines supervisor workflows and accelerates interaction analysis through automated agent scoring, real-time insights, and multi-language transcript conversion. The platform operates on a metered pricing model with interaction summaries retained for 10 days, with extended retention available through the interaction details view. Core capabilities include AI Scoring for automated performance evaluations, AI Translate for on-demand transcript conversion into preferred dialects, and AI and Insights for comprehensive interaction analysis. These features capture key details including reason for contact, resolution status, action items, and sentiment drivers, providing supervisors with clear visibility into customer interactions across languages and channels. Virtual Supervisor integrates seamlessly with Agent Copilot, voice transcription, speech and text analytics, Virtual Agent capabilities, Journey Management, and AI Studio. However, Agent Copilot and Virtual Supervisor maintain separate charging structures. The system requires specific permissions and potentially Speech and Text Analytics integration to enable supervisors to efficiently manage performance, conduct targeted coaching, and make data-driven quality management decisions. The platform automates interaction evaluations and surfaces improvement areas, reducing manual review requirements and enabling more focused performance management across the contact center. AI-generated summaries persist in the system and are not re-charged upon multiple viewings, though deletion of interaction recordings removes associated summaries. Licensing requirements include optional Workforce Engagement Management (WEM) or Speech and Text Analytics (STA) add-ons, though users can access AI Insights and view AI-generated summaries without these add-ons in certain configurations. AI Scoring functionality operates with or without transcripts depending on configuration, and the platform supports AI Experience Tokens for use with AI Insights and Summaries

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 platform that analyzes website visitor behaviors, predicts desired outcomes, and personalizes interactions across multiple channels to achieve business objectives. The solution enables organizations to track comprehensive customer journeys through segmentation, configure engagement actions including web messaging, web chat, and content offers, and integrate workflows with third-party systems and Salesforce via 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 platform provides agents with detailed customer journey visualization through journey maps, session information, and interaction data accessible within Genesys Cloud CX, while web messaging serves as the recommended engagement channel alongside available web chat options. Implementation requires tracking journey events using segments, outcomes, and attributes; creating actions and action maps; and managing interactions with embedded customer journey information. Mobile journey tracking and targeted messaging offers support proactive customer engagement strategies. Analytics functionality enables 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, allowing teams to track campaign-related web activity, create leads with campaign attributes, and enable agents to view and update lead information through scripts. Developers can customize web tracking using Journey and Messenger JavaScript SDKs, while third-party integrations are supported through Architect workflows and flow actions, including Salesforce lead creation with campaign attribution. The system operates on an event-driven pricing model, maintains GDPR compliance standards for data handling, and includes organizational entity limits and web tracking entry maximums that cannot be edited. Comprehensive documentation covers agent experiences, permissions, prerequisites, performance analytics, and interaction journey data visualization.

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.

Genesys Cloud provides comprehensive social listening capabilities through a topic and rule-based system that monitors X, Facebook, Instagram, Google Business Profile, and Open Messaging platforms. The platform supports keyword-based searches using Boolean operators (AND, OR, NOT) and location-based filtering to enable structured data collection across multiple social media channels. Users can create up to 25 topics by default, expandable to 50, 100, or 250 with administrator approval, and configure up to 50 data ingestion rules, expandable to 100, 250, or 500. X platform interactions are capped at 200,000 posts by default with expansion options up to 25 million posts, while other platforms operate without post limits. Rule configuration varies by platform: X utilizes Post Includes, Post Also Includes, and Post Does Not Include fields with Advanced Search mode; Facebook, Instagram, and Open Messaging require single integration selection per rule; Google Business Profile requires both integration and corresponding Open Messaging external source selection. The platform implements three rule operational states—Active (continuous message receipt), Paused (stopped data collection), and System Paused (automatically triggered at platform limits). Administrative controls enable rule and topic management with 10 restricted content category toggles to prevent unsuitable workplace media escalation. Data usage metrics are accessible through the Social data usage panel with platform-level and topic-level breakdowns, historical tracking, and data ingestion estimations for the preceding 28 days. Access requires Genesys Cloud CX licensing (versions 1-4 or Digital variants), Genesys Cloud CX AI Experience license, AI Experience tokens, and platform-specific permissions. X platform access requires an additional premium channel fee bundle. The platform implements granular role-based permissions supporting Add, Delete, Edit, and View capabilities at individual and organizational levels. All social media management functions are accessed through Menu > Digital and Telephony > Social > Social Listening. Existing customers can order tokens via AppFoundry or through their Genesys representative, with X access available through a premium channel fee bundle added via subscription amendment or future AppFoundry self-service.

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 the platform: the CX AI Experience for Digital package and the standard CX AI Experience bundle. Both bundles provide comprehensive access to Dialog Engine bot flows, Digital bot flows, Predictive Engagement, predictive routing, knowledge workbench, support center functionality, and Agent Assist capabilities, while excluding third-party AI applications. The CX AI Experience for Digital package is available in two licensing models. The named agent option includes 1,000 digital bot sessions, 20,000 Predictive Engagement events, 1,000 predictive routing interactions, and unlimited knowledge workbench and support center access. The concurrent agent option provides higher allocations with 1,300 digital bot sessions, 26,000 Predictive Engagement events, and 1,300 predictive routing interactions, also with unlimited knowledge workbench and support center access. The standard CX AI Experience bundle encompasses all Digital package features plus an additional 1,000 voice minutes for Dialog Engine Bot Flows, providing a more comprehensive offering for organizations requiring voice-based AI capabilities. Implementation requires one of the base licenses (CX 2, CX 2 Digital, CX 3, CX 3 Digital, or CX 4) and appropriate billing permissions. Annual pre-paid pricing is calculated on an aggregate per-agent basis across multiple currencies, with the Digital package ranging from $28 GBP to $160 BRL per agent annually, and the standard package ranging from $42 GBP to $240 BRL per agent annually. Volume discounts are available through Customer Success Managers. Individual native AI products can be purchased separately, with pricing information accessible through the Genesys Cloud pricing hub or by contacting a sales representative via the Orchestrators > Profile > My Contacts menu.