Genesys Cloud AI Experience bundle (legacy model)

AI-generated summary

Genesys Cloud offers two primary AI Experience bundles as add-on offerings designed to enhance customer experience capabilities: 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, with the explicit exclusion of third-party AI applications. The CX AI Experience for Digital package is available through two distinct licensing models. The named agent model allocates 1,000 digital bot sessions, 20,000 Predictive Engagement events, and 1,000 predictive routing interactions per agent, while the concurrent agent model provides higher resource allocations of 1,300 digital bot sessions, 26,000 Predictive Engagement events, and 1,300 predictive routing interactions. Both licensing models include unlimited access to knowledge workbench and support center features. The standard CX AI Experience bundle encompasses all features included in the Digital package and additionally provides 1,000 voice minutes for Dialog Engine Bot Flows, maintaining unlimited knowledge workbench and support center access. Implementation of either bundle 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, ranging from £28 to ₽240 depending on the bundle and currency selected, with volume discounts available through Customer Success Managers. Individual native AI products can be purchased separately through the Genesys Cloud pricing hub or by contacting sales representatives via the Orchestrators > Profile > My Contacts section within Genesys Cloud.

PrerequisitesClick to expand

Note: This article refers to rates for customer contracts under the “per invocation rate” structure. These rates will continue until you renew your contract. For pricing rates per turn/minute, see For more information about pricing, see the AI section of theGenesys Cloud pricing hub and Genesys Cloud tokens model.

Upgrade your subscription to include more artificial intelligence (AI) experiences. Genesys offers upgrades that allow you to access combined Genesys Cloud AI experiences included in Genesys Cloud CX 2 and Genesys Cloud CX 3. These bundles include access to Dialog Engine Bot Flows, Digital Bot Flows, Predictive Engagement, predictive routing, knowledge workbench, and support center:

Genesys Cloud AI Experience for Digital
Genesys Cloud AI Experience

In addition to the Genesys Cloud AI experience add-ons, you can purchase Genesys Cloud native AI products à la carte.

Genesys Cloud AI Experience for Digital

The Genesys Cloud AI Experience for Digital for named agents, includes the following features:

1,000 digital bot sessions for bots that you author through Digital Bot Flows
20,000 Predictive Engagement events
1,000 predictive routing interactions
Unlimited use of the knowledge workbench
Unlimited use of the support center
Agent Assist

The Genesys Cloud AI Experience for Digital for concurrent agents, includes the following features:

1,300 digital bot sessions for bots that you author through Digital Bot Flows
26,000 Predictive Engagement events
1,300 predictive routing interactions
Unlimited use of the knowledge workbench
Unlimited use of the support center
Agent Assist

Note: The Genesys Cloud AI Experience for Digital does not include any third-party AI applications.

Genesys Cloud AI Experience

The Genesys Cloud AI Experience includes the following features:

1,000 digital bot sessions for bots that you author through Digital Bot flows
20,000 Predictive Engagement events
1,000 predictive routing interactions
Unlimited use of the knowledge workbench
Unlimited use of the support center
1,000 voice minutes for bots that you author through Genesys Dialog Engine Bot Flows
Agent Assist

Note: The Genesys Cloud AI Experience does not include any third-party AI applications.

Genesys Cloud AI Experience pricing

For more information about pricing, see the AI section of theGenesys Cloud pricing hub. For more information, contact your sales representative. In Genesys Cloud, to find details about your sales representative, click Orchestrators > Profile > My Contacts.

Revision historyClick to expand

Modified date (YYYY-MM-DD)	Revision
2026-05-25	Replaced pricing with link to Genesys Cloud pricing hub.
2025-10-28	Removed informational point about volume discount contact information and replaced it with the last sentence.
2024-08-10	Updated branding from Genesys AI to Genesys Cloud AI.
2024-03-19	Updated to clarify aggregate pricing.
2023-02-22	Updated license names per current naming conventions, excluding Revision history.
2022-09-22	Article posted.

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